Role Overview

As Head of Implementation Projects, you will be responsible for leading, developing and improving the end-to-end project management of customer implementations, ensuring the successful installation and upgrades of [Employer hidden — sign up to reveal] hardware and software solutions at client sites.

You'll take ownership of projects from early-stage pilots and proof of concepts through to full scale rollouts and upgrades, across a diverse customer estate in the UK, Europe, USA and other emerging markets.

What we're looking for

• Proven experience delivering large-scale retail technology projects that combine both hardware and software.
• Commercially minded and financially astute, with a strong focus on efficiency and delivering projects on time and within budget.
• A proven leader, with experience building, managing and developing high-performing teams, including remote colleagues.
• Strong expertise in project management methodologies (Agile, Waterfall, Hybrid) and tools such as Jira and Trello.
• A pragmatic, solutions-focused approach, you'll be confident navigating complex or challenging customer situations.
• Adaptable and resilient, with experience of overcoming obstacles and driving projects forward in dynamic environments.
• Experience in leading retrospectives and applying learnings to continuously improve processes.
• Previous experience in setting up and running a PMO, with a focus on scalable processes, governance and best practice.
• A strong understanding of cross-functional teams, their priorities and how they contribute to successful delivery.
• A 'right first time' approach, with a focus on quality and getting things right from the outset.
• A people-first approach, with a genuine interest in supporting and developing others.

What you'll do

• Drive and take accountability for 'right first time' delivery of global customer projects across our direct business.
• Lead the delivery of hardware and software rollout projects for new and existing customers, delivered through appropriate channels.
• Identify risks and issues early, ensure proactive mitigation, problem resolution and escalation where required. Act as an escalation point for project risks, issues and critical decisions.
• Play a key role in the growth and elevation of a supportive, high-performing PMO, setting project management standards, processes, tools and templates across [Employer hidden — sign up to reveal].
• Support the delivery of key strategic initiatives, ensuring alignment with wider business goals.
• Build and develop a high-performing team, ensuring the right structure, capability and location to support effective delivery.
• Mentor and grow team members, fostering capability and creating opportunities for development.
• Build strong relationships with key internal stakeholders, ensuring alignment and collaboration at every stage of delivery.
• Encourage cross-functional collaboration to ensure smooth, consistent and high-quality project delivery.
• Provide clear and timely reporting on project status, including progress, risks, challenges and resource needs.
• Monitor project KPIs and OKRs, ensuring delivery stays on track and meets agreed outcomes.
• Champion a culture of accountability and continuous improvement through retrospectives, reviews and best practice sharing.
• Manage resource planning and capacity forecasting across multiple projects to support scalable delivery.

What does success look like?

0-3 months: Customer & internal projects delivered on time and handed over successfully >98.5%. Customer & internal projects delivered on budget >98.5%. High level of external customer satisfaction and right first time delivery >50 NPS. Internal visibility of upcoming POCs, projects and volumes. 6+ months: Internal customers enjoy working with our Project Management function. Global capability to deliver with a motivated, happy team of Project Managers!

Salary & Benefits

Salary range: £90,000 - £115,000. Benefits include 25 days holiday + bank holidays, option to buy/sell 5 days, sick pay, life assurance, private medical insurance, EAP, Cycle2Work, electric car scheme, enhanced maternity/paternity, child care scheme, training, pension (5% employer), Apple MacBook and peripherals.

Diversity and Inclusion

At [Employer hidden — sign up to reveal], we are dedicated to fostering a diverse and inclusive workplace. We welcome applications from all backgrounds. We are committed to an inclusive recruitment process; please let us know if you need reasonable adjustments.

Company Values

Embracing [Employer hidden — sign up to reveal]'s 'VOICE' Values: Valued (respect, empathy, integrity), One Team (collaboration), Innovation (evolving products), Customer Focused (frictionless interactions), Empowered (people make decisions without red tape).