Implementation Project Manager

Yolk Recruitment Ltd; Cardiff; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A national recruitment agency is seeking an experienced Implementation Project Manager for a hybrid role in Cardiff. The successful candidate will lead operational changes in a contact centre context, implementing revised working hours and managing the deployment of Zoom technology. Strong experience in complex project management and contract oversight is essential. This temporary role spans three months, working 37.5 hours per week, offering an hourly rate of £30.77, equivalent to £60k annually.

Qualifications

• Proven experience delivering complex operational change, not just designing it.
• Experience working with contracts at scale, including identifying risk.
• Strong project management capability in pressured environments.

Responsibilities

• Lead implementation of revised contact centre operating hours.
• Translate decisions into structured delivery plans.
• Own and maintain the implementation project plan.
• Drive delivery across multiple teams.

Skills

Operational change delivery

Project management capability

Contract management

Authority in leadership contexts

Clear communication skills

Job description

Implementation Project Manager

Location: Cardiff (Hybrid)

Salary: £30.77 per hour + (£60k per annum equivalent)

Hours: 37.5 hours per week

Contract: 3 Months +

Yolk Recruitment's Public Sector and Not-for-Profit division is proud to be partnering with a well known national charity on their search for a temporary Implementation Project Manager.

About the Role

To implement agreed changes to the contact centre , including reduced operating hours, a redefined service scope, and the roll out of Zoom Contact Centre technology, ensuring pace, grip and assurance across operational change, contractual delivery and commissioner engagement.

This role exists to put agreed direction into motion, translating proposals and Board-endorsed decisions into delivery at pace.

Key Responsibilities

The interim Implementation Project Manager will:

• Lead the implementation of reduced contact centre operating hours and a clearly defined, revised service scope.
• Translate agreed decisions into structured delivery plans, timelines and work streams.
• Own and maintain the Contact Centres implementation project plan, including milestones, dependencies, risks and mitigation.
• Drive delivery across multiple teams, ensuring clarity of ownership and pace.
• Provide concise, evidence-based updates for SLT and Board reporting.
• Implement changes to performance management frameworks, ensuring KPIs, oversight and escalation routes align with the new contact centre model.
• Support delivery of a more digitally enabled contact centre offer, including LiveChat, AI-supported triage and alternative access routes.
• Lead a structured trawl of c.250+ contracts, focused on:
• Identifying contact centre related obligations
• Prioritising contracts impacted by reduced hours and scope
• Supporting mitigation and variation activity
• Maintain a live contract tracker, risk register and priority action list.
• Act as Project Manager for the roll-out of Zoom Contact Centre technology.
• Coordinate readiness across people, process and technology, including configuration, training and go-live planning.
• Prepare briefing notes, evidence packs and implementation updates to support DSDs and Area Managers in commissioner discussions.

Essential Requirements

The interim Implementation Project Manager will need:

• Proven experience delivering complex operational change, not just designing it.
• Strong Project management capability in pressured, high-risk environments.
• Experience working with contracts at scale, including identifying risk and supporting variation.
• Ability to operate with authority beneath senior leadership and maintain grip across multiple work streams.
• Clear, confident written and verbal communication skills.
• Enhanced DBS

Desirable

• Experience in commissioned services, charity or public sector environments.
• Experience supporting digital or contact centre transformation.
• Familiarity with commissioner negotiation contexts.

To Apply:

Please contact Richard Coombs at Yolk Recruitment to discuss the Interim Implementation Project Manager position further.