Senior Project Manager - Edinburgh

FDM Group; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global business consultancy is seeking a CCaaS Transformation Programme Manager for a hybrid role in Edinburgh. You will lead initiatives within the insurance sector, ensuring successful contact centre transformations. The ideal candidate will have relevant CCaaS experience and a proven track record in project management, driving change across organisational functions.

Qualifications

• Proven experience in leading CCaaS transformation initiatives.
• Ability to manage multiple projects simultaneously.
• Experience working with cross-functional teams.

Responsibilities

• Lead CCaaS transformation projects ensuring delivery within scope and budget.
• Develop and manage programme plans and interdependencies.
• Collaborate with teams to ensure successful programme delivery.

Skills

CCaaS transformation experience

Project management

Stakeholder communication

Risk management

Job description

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FDM is a global business and technology consultancy seeking a CCaaS (Contact Centre as a Service) Transformation Programme Manager to work for our client within the insurance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role based in Edinburgh.

In this role, you will lead and manage enterprise-wide CCaaS transformation initiatives, driving strategic change and operational excellence across contact centre functions. Recent experience in contact centre transformation is highly desirable.

Responsibilities

• Lead and oversee multiple interconnected CCaaS transformation projects, ensuring successful delivery within defined scope, timelines, and budget.
• Develop and maintain detailed programme plans, manage project interdependencies, and provide regular progress updates to executive stakeholders.
• Drive the implementation and adoption of new CCaaS platforms across the organisation.
• Lead the delivery of the CCaaS transformation programme, managing the migration from Avaya to NICE in partnership with a third-party vendor.
• Collaborate with cross-functional teams, including senior leadership, developers, testers, data scientists, and external partners to drive programme success.
• Proactively identify risks and issues, implement mitigation strategies, and support smooth transitions to new contact centre systems.
• Monitor programme performance, delivering clear, actionable insights and transparent reporting to senior leadership.