Senior Project Manager - Edinburgh

FDM Group

  • Edinburgh
  • Permanent
  • Full-time
  • 21 days ago
LocationUKAdvertising SalaryNot Specified
  • Senior Project Manager - Edinburgh
About The RoleFDM is a global business and technology consultancy seeking a CCaaS (Contact Centre as a Service) Transformation Programme Manager to work for our client within the insurance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role that will be based in Edinburgh.In this role, you will lead and manage enterprise-wide CCaaS transformation initiatives, driving strategic change and operational excellence across contact centre functions. Recent experience in contact centre transformation is highly desirable.Responsibilities
  • Lead and oversee multiple interconnected CCaaS transformation projects, ensuring successful delivery within defined scope, timelines, and budget.
  • Develop and maintain detailed programme plans, manage project interdependencies, and provide regular progress updates to executive stakeholders.
  • Drive the implementation and adoption of new CCaaS platforms across the organisation.
  • Lead the delivery of the CCaaS transformation programme, managing the migration from Avaya to NICE in partnership with a newly engaged third-party vendor.
  • Collaborate with cross functional teams, including senior leadership, developers, testers, data scientists, and external partners to drive programme success.
  • Proactively identify risks and issues, implement mitigation strategies, and support smooth transitions to new contact centre systems.
  • Monitor programme performance, delivering clear, actionable insights and transparent reporting to senior leadership.

FDM Group