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About the Role

Patchwork's Senior Implementation Managers lead complex software implementations, ensuring customer success and acting as senior members of the Implementation Team. This role combines project management with NHS rostering and workforce management expertise to lead enterprise implementations, build stakeholder relationships, and contribute to team development.

Responsibilities

• Lead the successful delivery of complex, enterprise-scale implementation projects, ensuring delivery to scope, budget and timeline whilst driving exceptional customer outcomes.
• Influence team members without authority to ensure understanding of project responsibilities and drive successful project outcomes.
• Act as a senior subject matter expert, coaching colleagues, sharing best practice and improving delivery standards, processes and documentation.
• Maintain high standards of project documentation and artefacts, utilizing templates and frameworks.
• Lead complex customer workshops, create proposals, and deliver product demonstrations.
• Build trusted relationships with senior customer stakeholders, engaging with executive sponsors, programme leaders and operational teams.
• Educate clients on product use cases and respectfully push back on unrealistic expectations.
• Manage external expectations to ensure progress, milestones, and challenges are communicated.
• Propose viable solutions through configuration or negotiation to unblock projects.
• Act as the senior escalation point for complex delivery challenges, collaborating to identify pragmatic solutions.
• Train client stakeholders on product functionality.
• Invest in relationships with Product and Technology teams to understand product capabilities.
• Demonstrate knowledge of workforce management workflows and non-Patchwork systems.
• Advise customers on best practice and maximize value from Patchwork's products using NHS rostering and workforce management expertise.
• Track workforce data to guide client decisions and drive outcomes.
• Act as a subject matter expert for Patchwork’s products.
• Keep up with industry trends, emerging technologies, and best practice.
• Evaluate new tools, technologies, and methodologies for continuous improvement.

Requirements

• Significant experience leading enterprise software implementation projects within SaaS environments, including complex stakeholder landscapes.
• Demonstrable experience delivering NHS rostering or workforce management implementations.
• Exceptional stakeholder management skills, with experience building trusted relationships and influencing senior customer stakeholders, including executive-level audiences.
• Experience mentoring, coaching or supporting more junior colleagues and helping raise delivery standards across a team.
• Outstanding record of developing and maintaining all project documentation and collateral (e.g. project plans / PID / approach documents / timelines etc.).
• Strong understanding of project governance, risk management, dependency management and implementation best practice.
• Demonstrable experience managing multiple complex projects simultaneously.
• Excellent communication skills both written and verbal with the ability to present to a wide group including to senior stakeholders.
• Ability to demonstrate a solution mindset, as well as critical thinking.
• Eagerness to work with multiple people and be a self-starter.
• Prideful in attention to detail.
• Tech savvy and adaptable to new technologies and systems.
• Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities.

Skills

• NHS rostering
• Workforce management
• Project management
• SaaS implementation
• Stakeholder management
• Mentoring
• Coaching
• Documentation
• Project governance
• Risk management
• Dependency management
• Communication
• Solution mindset
• Critical thinking
• Attention to detail
• Tech savvy
• Adaptability

Location

• London

Work Type

• Hybrid
• Flexible

Experience Level

• Senior

Education Level

• PRINCE2 Practitioner, PMP, AgilePM or similar qualification (Nice to Have)

Salary/Compensations

• £55,000-£60,000

Benefits

• Cycle Scheme
• Tech Loan Scheme
• Employee Assistance Programme (Health Assured)
• Personal Learning & Development Budget
• Flexible income options via Stream
• Dog friendly London Hub
• Vibrant and fun London Hub with unlimited refreshments & games
• Access to co-working spaces across the UK

About the Company

• Since 2016, Patchwork Health has been on a mission to make truly flexible and sustainable working a reality for all healthcare staff.
• Their fully integrated workforce management solution helps optimise outcomes for organisations, managers, staff and patients alike.
• Built by a team of dedicated healthcare veterans, and co-created with the NHS, their technology and services have been embraced by over 100 healthcare sites to date.
• Patchwork offers a range of different solutions, including temporary staff banks, collaborative staff banks, an innovative new rostering solution, and an Agency Manager.
• Patchwork Insights provides managers with comprehensive data oversight.
• Patchwork Health has been recognised as HSJ’s 2022 Staffing Solution of the Year, and have recently received the prestigious HSJ Partnership Award and the Spectator’s Economic Innovator of the Year Award.

Equal Opportunity

• Patchwork is an inclusive employer, and is committed to not only meeting legal requirements and standards, but our own diversity, equality, and inclusivity policies and pledges throughout all stages of the employee lifecycle.