Implementation Manager

Main Function of the role To manage the implementation phase of Key Account contract wins, this will involve in working with all relevant customer and internal Brammer Buck and Hickman functions and departments to successfully project manage the operational implementation and to deliver on contracted customer service delivery expectations. Principal Responsibilities a) Engage with Brammer Buck and Hickman Key Accounts team to understand contract scope and key areas of operational delivery required. b) Participate in pre-implementation meetings with Brammer Buck and Hickman and customer teams to define implementation activities, owners and timescales. c) Preparation, development and completion of the Brammer Buck and Hickman Implementation Plan in line with contractual and implementation requirements. d) Develop relationships with customer representatives and complete stakeholder analysis at customer sites to ensure that the customer’s needs and expectations are considered at all levels. e) Communicate and liaise with customer contacts, internal departments and regional management teams to deliver activity required within the project plan. f) Participate in review meetings, provide internal and customer feedback and effectively own and manage escalations relating to the contract implementation. Main Tasks a) Understand operational deliverables and customer priorities contained within the commercial agreement. b) Build a detailed task-based implementation plan covering all activities required to successfully deliver the implementation. c) Create and maintain an action log to record and manage any issues arising from the implementation. d) Communicate effectively with all related regional and branch teams impacted upon by the implementation. e) Hold regular reviews with customer contacts to deliver the implementation activity effectively. Document actions arising from customer meetings and facilitate the completion of all actions in a timely manner. f) Hold regular reviews with internal Brammer Buck and Hickman functional owners to ensure delivery of implementation activity. Document actions arising from internal meetings and facilitate the completion of all actions in a timely manner. g) Manage any customer or internal escalations arising from the implementation to a successful conclusion and in a timely manner through the involvement of the relevant stakeholders and/or functional owners. h) Manage the handover of the implementation to a ‘business as usual’ state through engagement and involvement of Regional, Branch and key Accounts teams. Key Competencies When this role is being undertaken competently, i.e. after induction and any role-specific training, the post holder will demonstrate the following competencies: - · Planner and Organiser - convert contract documentation into a practical implementation plan that will provide clear guidance and ownership for all functional areas relevant to the customer implementation. Manage the activity within the plan through the functional owners responsible. · Analytical Thinker - utilise all information, data and feedback available to prioritise activities across Brammer Buck and Hickman functions to deliver the contracted objectives during the implementation phase. Analyse output from Brammer Buck and Hickman management information reports, departmental reports and KPI reports to track and feedback on implementation progress. · Relationship Builder – effectively build and manage relationships with customer contacts, central support and branch network teams to ensure that all relevant parties are engaged in the implementation process and are aware of their accountabilities and inter dependencies. · Team Worker – actively seek the support of line manager and colleagues to achieve both customer and Brammer Buck and Hickman objectives relating to the implementation. Offer support and help to other team members wherever required or requested to help deliver the objectives of the wider team. · Communicator – ensure regular and clear lines of communication are maintained across all stakeholder groups to keep people informed of progress, outstanding issues, successes and ongoing priorities related to the implementation. Maintain an up to date version of the Implementation plan on Share point and circulate to the agreed distribution list to ensure clarity on progress. This job was originally posted as www.totaljobs.com/job/89735700