Location
London

Hours
Full Time

Salary
Competitive salary

About the Role
Since 2016, Patchwork Health has been on a mission to make truly flexible and sustainable working a reality for all healthcare staff. Their fully integrated workforce management solution optimises outcomes for organisations, managers, staff and patients alike. Built by healthcare veterans and co-created with the NHS, Patchwork's technology and services are used by over 100 healthcare sites. Their solutions include temporary staff banks, collaborative staff banks, innovative rostering for permanent staff, and an Agency Manager to simplify temporary staff selection from external agencies. Patchwork Insights provides comprehensive data oversight to monitor staffing trends and plan ahead effectively. Recognised with multiple awards including HSJ’s 2022 Staffing Solution of the Year, Patchwork continues to innovate in healthcare workforce management.

As a Senior Implementation Manager, you will lead the successful delivery of Patchwork’s most complex software implementations, focusing primarily on Rota implementations. You will combine outstanding project management skills with deep NHS rostering and workforce management expertise to lead enterprise-scale projects, build trusted relationships with senior stakeholders, and support the growth and development of the Implementation Team. Working autonomously, you will navigate complex customer environments, balance commercial and delivery priorities, and identify opportunities to improve project delivery. You will also coach colleagues, share best practices, and contribute to evolving delivery capabilities.

Key Responsibilities
- Lead complex, enterprise-scale implementation projects ensuring delivery to scope, budget, and timeline while driving exceptional customer outcomes.
- Influence and coordinate the Implementation Team to ensure clear responsibilities and successful project outcomes.
- Act as a senior subject matter expert, coaching colleagues and improving delivery standards, processes, and documentation.
- Maintain high standards of project documentation internally and externally.
- Lead customer workshops, create proposals, and deliver compelling product demonstrations.
- Build trusted relationships with senior customer stakeholders, including executive sponsors and programme leaders.
- Educate clients on Patchwork’s products, managing expectations and negotiating solutions.
- Manage external expectations to ensure Patchwork consistently meets or exceeds delivery commitments.
- Understand client procurement, politics, and policies to optimise relationships and project success.
- Collaborate internally across Patchwork teams to ensure seamless handovers and client satisfaction.
- Serve as senior escalation point for complex delivery challenges, working with Product, Technology, and customers.
- Train client stakeholders to maximise product functionality.
- Develop strong relationships with Product and Technology teams to stay informed of product capabilities.
- Apply NHS rostering and workforce management expertise to advise clients and maximise value.
- Keep up to date with industry trends, emerging technologies, and best practices to drive continuous improvement.

Experience
- Significant experience leading enterprise software implementation projects within SaaS environments, managing complex stakeholder landscapes.
- Proven track record delivering NHS rostering or workforce management implementations.
- Exceptional stakeholder management skills, including building trusted relationships and influencing senior and executive-level customer stakeholders.
- Experience mentoring, coaching, or supporting junior colleagues and raising delivery standards.
- Strong record of developing and maintaining comprehensive project documentation (project plans, PID, approach documents, timelines).
- Solid understanding of project governance, risk management, dependency management, and implementation best practices.
- Ability to manage multiple complex projects simultaneously.
- Excellent written and verbal communication skills, with the ability to present to diverse audiences including senior stakeholders.
- Solution-oriented mindset with strong critical thinking skills.
- Self-starter with eagerness to collaborate across teams.
- Detail-oriented and tech savvy, adaptable to new technologies and systems.
- Ability and passion to thrive in a fast-paced scale-up environment, embracing its challenges and opportunities.

About You
- Confident leader and communicator who can navigate complex organisational hierarchies.
- Collaborative team player who supports and coaches colleagues.
- Commercially aware with an understanding of client procurement and internal politics.
- Passionate about delivering exceptional customer outcomes and continuous improvement.
- Committed to staying current with industry trends and innovations.

Qualifications
- Nice to have: Extensive experience within NHS workforce management, rostering or eRostering.
- Nice to have: Experience implementing workforce management or scheduling solutions.
- Nice to have: PRINCE2 Practitioner, PMP, AgilePM or similar project management qualification.
- Nice to have: Experience working within a HealthTech scale-up environment.