About the Role
We are seeking a highly experienced Project Manager to lead the second phase of a complex Service Model transformation program. This role is critical in transitioning a recently implemented service model from design into full operational maturity, ensuring sustainable performance, workforce alignment, and effective governance.
You will operate as a standalone delivery lead, responsible for driving outcomes in a fast-moving, evolving environment with minimal day-to-day dependency on sponsors outside formal governance structures.
Key Responsibilities
- Lead end-to-end delivery of Phase II of a Service Model transformation program, including scope, planning, execution, and closure
- Translate service model design into practical, scalable operating rhythms and frontline workflows
- Own and manage the backlog of out-of-scope, deferred, and operational gap items post go-live
- Develop and embed workforce planning frameworks including capacity modelling, demand forecasting, AHT analysis, and allocation logic
- Integrate human-centred design principles into service workflows and frontline experience improvements
- Align service model outputs with case management systems and broader operational readiness initiatives
- Establish and maintain governance structures, reporting frameworks, and financial tracking mechanisms
- Manage inputs from vendors/partners as required, without reliance on vendor-led delivery
- Drive benefits realisation and measurable service performance uplift
Key Requirements
- 10+ years’ experience in program/project delivery roles, with recent senior-level experience in service model or operating model transformation
- Demonstrated ability to move from service design to operational implementation(not just conceptual design)
- Strong background in workforce management environments such as contact centres, case management, or service operations
- Proven capability to deliver independently in complex, low-maturity or ambiguous environments
- Experience working within government or highly regulated environments (preferred)
- Strong track record of managing evolving scope, post-implementation backlogs, and competing priorities
Core Skills
- Service Model Design & Implementation
- Operating Model Development (processes, governance, roles, KPIs)
- Workforce Planning & Optimisation (capacity modelling, demand shaping, throughput analysis)
- Human-Centred Service Design (practical application in operational settings)
- Financial Management (budgeting, forecasting, cost control)
- Complex Delivery Structuring in uncertain environments
- Stakeholder Management across executive, operational, and delivery teams
Please apply with current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Krunal Patel on Krunal.Patel@davidsonwp.com, quoting reference JN -052026-43271. Want to know more about Davidson? Visit us at www.davidsonwp.com
