Description
Lead Digital Project ManagerMUST HAVE CENTRAL GOVT. EXPERIENCELocation: Manchester (North West preferred) – 2-3 days on-site (potentially up to 4 days per week)Duration: 15 to 24 monthsProgramme Type: Waterfall (not Agile)Key Responsibilities:Lead and drive large-scale contact centre digital transformation projects, ensuring successful delivery within government frameworks.Develop and maintain detailed project plans covering contact centre technologies, telephony, customer service platforms, and workforce management systems.Identify and manage project risks, issues, and dependencies, ensuring seamless integration of new contact centre solutions.Work closely with operations, IT, and customer service teams to implement scalable and efficient contact centre platforms.Ensure compliance with critical infrastructure standards, keeping security, resilience, and customer experience at the forefront.Essential Requirements:Demonstrated experience leading digital projects in contact centre environments.Background in delivering projects within government and large-scale programme settings.Strong Waterfall project management expertise – must be comfortable working in structured delivery, not Agile.Proven ability to present and communicate project plans to senior stakeholders, instilling confidence and trust.Expertise in contact centre technologies, including IVR, CRM, ACD, omnichannel platforms, and workforce optimisation tools.Ideal Candidate:Based in the North West region for easier access to Manchester.Experience delivering contact centre infrastructure and operational improvements in a high-volume customer service environment.Strong understanding of government service operations and regulatory compliance in contact centre settings.