Project Manager, Operations Manager, Program ​/ Project Manager

Overview

To oversee the project's entire lifecycle to ensure it is completed on time, within budget, and to the required standards through the deployment of best practice methodologies. To ensure effective control of resources and prioritisation of tasks to enable the delivery of projects to cost, quality and time parameters. The Project Manager is the point of delivery of projects to internal and external customers.

A vital part of the role is managing the customer relationships both internally and externally. Relationships will be built at Senior Management level both inside in conjunction with the Programme Manager, Service Managers and Account Managers. The Project Manager will need to be focused on delivery against stretching targets and requirements and will report on progress against target to the Programme Manager as well as the Service Management.

The Project Manager will be delivering elements of an overall programme and therefore will be working very closely with the Programme Manager to ensure the timely delivery of their components of the overall programme. The Project Manager will work closely with the implementation, development and support teams and the customer in finalising the detailed design of the project deliverables. Repeatability and consistency of standards, methods and quality across all deliverables is an essential part of this role.

• To manage projects end-to-end complying with project and quality standards, ensuring that objectives and timescales can be met.
• To establish and lead project teams in the delivery of projects to agreed standards.
• To work closely with Delivery, Service and Account Management groups to ensure resources are available as required to deliver projects.
• To report on project progress and other key performance metrics to Programme Manager, Head of Delivery and to the Management Board.
• To manage customer interactions and expectations during pre and post-delivery phases of project and to be available as a point of escalation for customers during the project phases.
• To manage the hand-over of the delivered project to the support and maintenance organisation.
• Manage customer relationship and expectation.
• Provide quality solutions to meet/exceed customer expectation.
• Ensure that all new requirements are analysed in relation to the agreed release delivery.
• Ensure correct priorities and expectations are set.
• Ensure repeatability and consistency of standards, methods and quality across all projects.
• Process improvement and productivity.

• Qualifications for this post holder would be PRINCE2 accreditation or equivalent recognised industry PM accreditation.

• Consistently listened to client needs and tailored solutions accordingly. For example, after receiving feedback that a process was unclear, redesigned communication materials and provided additional guidance sessions, resulting in improved client satisfaction and fewer follow-up queries.
• Set clear objectives and met tight deadlines while maintaining quality. Successfully completed multiple projects within agreed timelines and exceeded performance targets by prioritizing tasks and tracking progress against measurable outcomes.
• Identified the root cause of recurring payroll errors by analysing process gaps and system data. Implemented corrective actions and preventative controls, eliminating repeat issues and improving overall operational accuracy.
• Aligned day-to-day activities with broader organisational goals. Contributed insights during planning sessions to ensure that proposed initiatives supported long‑term workforce strategy and business sustainability rather than only addressing short‑term needs.
• Demonstrated a strong understanding of business operations by delivering people solutions that balanced employee experience with cost efficiency. Recommended process improvements that reduced administrative effort while maintaining compliance and service quality.
• Actively collaborated with cross‑functional teams, sharing knowledge and supporting colleagues during peak workload periods. Fostered positive working relationships by being reliable, approachable, and focused on…