Project Manager – Customer Access and Service Transformation Programme

Project Manager - Customer Access and Service Transformation Programme

Location: London

Rate: £576.14 per day

Contract: Initial three months, with option to extend to six months

Working pattern: Hybrid (2 days office, 3 days remote)

Hours: 37.5 hours per week

Start: September 2026

Client: Local Government Authority

Urgent - Applications Closing ASAP

The opportunity

We are seeking an experienced Interim Project Manager / PMO Lead to support the delivery of a major Customer Access and Service Transformation programme. The programme is moving from strategy and action planning into structured delivery. You will work closely with the Programme Director to establish strong project controls, coordinate activity across multiple workstreams and provide clear visibility of progress, risks, dependencies, expenditure and benefits. This is a hands-on role combining programme-level PMO responsibilities with day-to-day project management. You will bring structure to a complex and evolving environment, ensuring that actions are followed through, decisions are documented and delivery remains on track.

Key responsibilities

• Own and maintain the integrated programme plan, milestones and delivery schedule.
• Coordinate programme governance, including Programme Board meetings, workstream meetings, leadership engagement and senior-level reporting.
• Produce clear and timely highlight reports, dashboards, board papers, decision logs and action trackers.
• Maintain programme controls covering risks, assumptions, issues, dependencies, decisions, actions, budgets and benefits.
• Monitor progress and identify slippage, resource pressures, delivery risks and matters requiring escalation.
• Coordinate meetings and workshops, including scheduling, agendas, papers, minutes and follow-up actions.
• Work with workstream leads to obtain timely, consistent and evidence-based progress updates.
• Coordinate stakeholder contributions and ensure that delivery activity remains organised, visible and aligned.
• Maintain programme documentation, version control and delivery evidence in line with agreed standards.
• Support change control, delivery assurance, issue resolution and the escalation of blockers.
• Track delivery against the Customer Experience Strategy, published action plan and detailed internal delivery plan.
• Support budget monitoring and provide visibility of expenditure, forecasts and financial pressures.
• Track expected programme benefits and help ensure that appropriate evidence is captured.
• Build effective working relationships with senior leaders, service managers, operational teams and other stakeholders.

Skills and experience

• Strong project management and PMO experience gained within a large or complex organisation.
• Experience supporting transformation programmes involving customer services, digital services or technology-enabled change.
• Demonstrable experience managing integrated plans, milestones, risks, issues, dependencies, budgets and benefits.
• Strong programme governance and written reporting skills.
• Experience producing highlight reports, dashboards, board packs, action logs and other programme controls.
• Experience coordinating meetings, workshops, stakeholder contributions and day-to-day delivery activity.
• Strong documentation management, version-control and project-administration skills.
• Experience supporting change control, delivery assurance and the escalation of delivery blockers.
• Confidence working with senior leaders, service managers and operational teams.
• The ability to work at pace, manage competing priorities and bring structure to ambiguity.
• A proactive and delivery-focused approach, with strong attention to detail and follow-through.

Desirable

• Previous experience in local government or the wider public sector.
• Experience of customer access, customer experience or service redesign programmes.
• Familiarity with delivery in a politically sensitive or highly governed environment.

Important Information

• Previous council, local government or public sector experience is essential.
• Applicants must be UK residents.
• No visa sponsorship or options are available for this role.
• This is a hybrid position, with no fully remote option.

*Rates depend on experience and client requirements

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