Customer implementation manager

Role: Contract Implementation Manager

Location: UK - Central/North Region (Sheffield Area) (Field-Based / Regional Travel Required)

Department: Customer Account Management, North

Employment Type: Interim

Duration: 12 months

Inside IR35

The Opportunit

Are you ready to transform lives while pushing the boundaries of what's possible in healthcare? Our client is seeking a highly organised, articulate, and dynamic Contract Implementation Manager

This pivotal role acts as the vital link between key healthcare partners during critical periods of laboratory transformation. Blending the strategic oversight of programme delivery with the relationship focus of high-level account management, you will lead the seamless implementation of complex Managed Service Contracts. Your mission is to ensure that large-scale, multi-disciplinary programmes are delivered on time, within scope, and with a relentless focus on an exceptional customer experience

Key Responsibilities

• Lead Programme Implementation: Drive complex, cross-functional implementation programmes from initiation to completion, ensuring seamless delivery of our Managed Service Contracts on time, within budget, and to scope
• Masterful Organisation & Alignment: Map and manage complex dependencies across multiple departments, systems, products, and third-party partners. Maintain strict project documentation, timelines, and risk registers to keep all moving parts perfectly aligned
• Strategic Stakeholder Communication: Serve as the primary point of contact and escalation during the implementation lifecycle. Maintain transparent, proactive, and structured communication across internal teams (Sales, Marketing, Technical Services, Finance) and external customer stakeholders
• Translate Complexity: Communicate programme status, highly technical milestones, risks, and achievements clearly and effectively to all levels, ranging from laboratory staff to C-suite executives and clinical leads
• Drive Service Excellence & Stability: Interrogate data sets and instrument trends to identify potential operational risks, proactively implementing solutions to balance workloads, stabilise lines, and optimise overall service delivery
• Champion the \"Voice of the Customer\": Build meaningful, long-term partnerships across your assigned accounts

Who You Are

You are a strategic thinker, an impeccable planner, and a passionate customer advocate who thrives on simplifying complexities and maintaining professional composure under pressure

• Exceptional Communication Skills: You are a master communicator and an active listener. You possess a proven ability to influence, challenge, and align diverse internal and external stakeholders without direct authority, translating complex technical content into clear, actionable insights
• Impeccable Organitional Prowess: You have a demonstrated track record of managing multiple complex projects simultaneously. You are hyper-organised, methodical, and adept at keeping fast-moving programmes strictly on schedule
• Proven Delivery & Account Management Experience: You bring hands-on experience in healthcare delivery (ideally diagnostics, pathology, or NHS procurement) managing complex Managed Service contracts or high-value commercial agreements through their lifecycle
• Data-Driven & Analytical: You possess the ability to interrogate large datasets (Advanced Excel) to draw meaningful insights, identify system trends, and translate them into operational recommendations

Education & Certifications: Educated to degree level or equivalent in a relevant field (e.g., Life Sciences, Business, Engineering). Professional project management certifications (PRINCE2, or equivalent) are highly desirable.