Change and Transformation Project Manager

Diana Duggan UK Limited; Milton Keynes; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications firm is seeking an experienced Change Project Manager for a Customer Service Transformation programme in Milton Keynes. The ideal candidate brings proven re-engineering experience with contact centres. You will implement and manage change, ensuring projects are delivered on time, and aligned with business goals. This hybrid role involves 2-3 days a week onsite.

Qualifications

• Demonstrable project management experience in change and transformation in contact centres.
• Strong track record of managing projects end-to-end.
• Expertise in process re-engineering and delivering improvements.

Responsibilities

• Manage strategy focused on re-thinking and re-designing core business processes.
• Lead end-to-end project delivery from planning through to execution.
• Ensure key milestones and deadlines are met.

Skills

Project management

Change management

Process re-engineering

Stakeholder management

Education

Prince2 qualification

Job description

Our client, a leading Telco firm, is looking for an experienced Change Project Manager to join them on a Customer Service (CX) Transformation programme.

You'll bring proven re-engineering experience with Contact Centres - ideally gained within the telecoms industry - running customer-focused change and driving transformation initiatives.

You will be a qualified Prince 2 practitioner, and as Project Manager, your role will be to implement and manage change - ensuring projects are delivered on time, within scope and budget, and aligned with business goals.

Key details:

• Location: Hybrid - 2-3 days per week in Milton Keynes
• Rate: GBP550 per day (inside IR35)
• Contract type: Employment (Umbrella Company)
• Duration: 6 months, with scope to extend

Key Responsibilities:

• Manage a strategy focused on re-thinking and re-designing core business processes to drive improvements in performance, quality and service
• Lead end-to-end project delivery from planning through to execution
• Ensure key milestones and deadlines are met
• Identify and manage project risks, ensuring timely mitigation
• Work with stakeholders and SMEs to define project scope and objectives, ensuring technical feasibility
• Oversee documentation across the full lifecycle of project creation, development, and implementation
• Track progress to ensure projects run on time and within budget
• Implement change across departments to improve processes and frameworks
• Monitor delivery of expected outcomes and benefits
• Ensure alignment with overall business goals
• Create reports and updates for senior managers and key stakeholders
• Collaborate with subject matter experts to ensure briefs are delivered effectively
• Maintain comprehensive project documentation in collaboration with the portfolio PMO
• Develop clear and structured project plans to share with stakeholders

Essential Experience:

• Demonstrable project management experience in change and transformation in contact centres, with a strong exposure to Customer Experience (CX) and ideally in telecoms
• Strong track record of managing projects end-to-end, including planning, delivery, and benefits realisation
• Expertise in process re-engineering and delivering improvements across business operations
• PRINCE2 qualification (or equivalent)
• Skilled in managing deadlines, priorities and budgets in complex environment
• Understanding of Agile methodologies (useful but not essential)

To apply:

Send your CV to Diana Duggan Associates without delay.