Programme Manager

Undisclosed Company • Edinburgh, Scotland, GB • 1w ago

Role Purpose
To provide full-time, on-site programme leadership for the successful delivery of Microsoft Dynamics CRM implementation, ensuring cross-functional collaboration, proactive risk mitigation, and disciplined project execution. This leader will represent the companies interests, work closely with the Systems Integrator (SI), and ensure stakeholder confidence at all levels.

Core Responsibilities
Lead the programme from the client side, providing daily, hands-on ownership of delivery.
Chair and coordinate SteerCo sessions, ensuring readiness, high-quality content, and strategic alignment.
Scrutinise and challenge the SI's delivery plan, identify gaps, and hold them accountable for deliverables.
Maintain a detailed programme action log, risk register, and delivery plan.
Ensure project cadence and discipline-monitoring weekly outcomes, deadlines, and dependencies.
Work closely with internal stakeholders and up to 20 internal team members, plus 5-6 SI contributors.
Represent Business Stream professionally in front of C-level stakeholders, ensuring credibility is maintained.
Oversee quality and consistency in all programme outputs (e.g., SteerCo packs).
Collaborate with cross-functional teams across Customer Service, Sales, and Marketing as CRM phases roll out.
Potentially act as a mentor to other project contributors or SMEs joining in future phases.

Delivery Environment
Technology: Microsoft Dynamics 365 CRM (Customer Service, Sales, Marketing modules)
Methodology: Waterfall-to-Agile hybrid
Waterfall for launch; Agile/user stories for ongoing iterative releases
Project Scope: Full CRM replacement and contact centre enablement

Essential Skills & Experience
Proven experience leading Microsoft Dynamics CRM programmes end-to-end in complex environments
Experience working with and managing external SIs and multi-vendor delivery models
Strong stakeholder engagement across technical and business functions
Deep knowledge of project governance, change control, risk mitigation, and delivery assurance
Ability to pre-empt delivery issues, identify and escalate risks early
Comfortable working under pressure with senior leadership visibility
Experience working within regulated or highly scrutinised environments
Competent in Agile and Waterfall project delivery and able to operate in hybrid environments

Key Personal Attributes
Gravitas and credibility with senior business leaders
Exceptionally detail-oriented - especially for SteerCo and stakeholder materials
Collaborative and culturally aligned - not dictatorial, but firm and focused
Able to lead with transparency while being commercially and politically aware
A natural "connector" who unites delivery teams across organisational boundaries

Preferred
Previous experience in utilities or public services industries
Familiarity with CRM-driven contact centre enablement
Exposure to user adoption, training readiness, or support model design (not essential but valued)

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