Location: 2-3 days per week in Liverpool
*Please note, experience with Creatio or similar platforms like Hubspot or Odoo is essential for this role*
The role
This is a high-visibility Delivery Manager role at the heart of a major Telephone & CRM transformation that will reshape how customers and colleagues connect every day.
You’ll lead the move to new telephony and CRM platforms, turning a complex programme into a clear, well-governed plan that delivers real, measurable outcomes. You’ll work across discovery through to rollout and adoption, bringing pace, structure and confidence to senior stakeholders while keeping delivery teams focused on what matters most.
If you enjoy tackling ambiguity, aligning cross-functional teams, and delivering customer-facing change with modern telephony, CRM and emerging GenAI capability in the mix, this is the kind of programme where your impact will be obvious.
Key Responsibilities
* Own end-to-end delivery of the Telephone & CRM programme, from discovery and planning through to rollout and adoption
* Lead cross-functional teams across product, engineering, operations, and business change to deliver outcomes on time and to scope
* Build and manage delivery plans, milestones, risks, issues, governance, RAID, and stakeholder reporting
* Drive platform transition activity, ensuring continuity of service and a smooth migration to new telephony and CRM solutions
* Partner with stakeholders to define clear product goals, customer journeys, MVPs, and iterative release plans
* Manage third-party vendors and implementation partners, ensuring strong delivery performance and accountability
* Coordinate business change activity including comms, training, readiness, process change and adoption measurement
* Ensure solutions meet operational needs, security/compliance requirements, and supportability standards
* Champion continuous improvement, ways of working, and effective delivery practices
Person Requirements
* Proven experience as a Delivery Manager (or similar) delivering complex telephony/contact centre technology programmes end-to-end
* Strong project management and product management capability, with experience balancing delivery execution and product outcomes
* Demonstrable experience delivering business change, including discovery and project delivery phases
* Experience in telephony/contact centre platform delivery and migrations (ideally Genesys Cloud or similar)
* Experience delivering CRM programmes, ideally involving low-code/no-code platforms and modern automation capability
* Understanding of GenAI-enabled CRM use cases (e.g., agent assist, summarisation, knowledge retrieval, workflow automation) and how to deliver them responsibly
* Excellent stakeholder management skills, with the ability to align business and technical teams around a clear plan
* Confident communicator with strong documentation, governance and reporting discipline
* Comfortable working in fast-paced environments with multiple workstreams and dependencies
Next steps
If you’re a Delivery Manager with telephony and CRM transformation experience and you’re excited by GenAI and modern platform delivery, we’d love to hear from you. Shortlisting will take place on the 7th, 8th and 9th April with a quick turnaround expected for interviews and start.
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