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:
1. Lead the implementation of reduced contact centre operating hours and a clearly defined, revised service scope.
2. Translate agreed decisions into structured delivery plans, timelines and work streams.
3. Own and maintain the Contact Centres implementation project plan, including milestones, dependencies, risks and mitigation.
4. Drive delivery across multiple teams, ensuring clarity of ownership and pace.
5. Provide concise, evidence-based updates for SLT and Board reporting.
6. Implement changes to performance management frameworks, ensuring KPIs, oversight and escalation routes align with the new contact centre model.
7. Support delivery of a more digitally enabled contact centre offer, including LiveChat, AI-supported triage and alternative access routes.
8. Lead a structured trawl of c.250+ contracts, focused on:
9. Identifying contact centre related obligations
10. Prioritising contracts impacted by reduced hours and scope
11. Supporting mitigation and variation activity
12. Maintain a live contract tracker, risk register and priority action list.
13. Act as Project Manager for the roll-out of Zoom Contact Centre technology.
14. Coordinate readiness across people, process and technology, including configuration, training and go-live planning.
15. 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:
16. Proven experience delivering complex operational change, not just designing it.
17. Strong Project management capability in pressured, high-risk environments.
18. Experience working with contracts at scale, including identifying risk and supporting variation.
19. Ability to operate with authority beneath senior leadership and maintain grip across multiple work streams.
20. Clear, confident written and verbal communication skills.
21. Enhanced DBS
Desirable
22. Experience in commissioned services, charity or public sector environments.
23. Experience supporting digital or contact centre transformation.
24. Familiarity with commissioner negotiation contexts.
To Apply:
Please contact Richard Coombs at Yolk Recruitment to discuss the Interim Implementation Project Manager position further.