OR114024 – Project Manager – Customer Access and Service Transformation (CAST) programme

Job Purpose

To support the delivery of the Customer Experience Strategy 2026–2029 and CAST Action Plan by providing effective project management, coordination, governance and reporting across the programmed.

Key Responsibilities

• Maintain the integrated programmed plan, milestones and delivery schedules.
• Coordinate Programmed Boards, workstream meetings and senior reporting.
• Prepare highlight reports, dashboards, board packs and action trackers.
• Manage RAID logs, risks, issues, dependencies, decisions and benefits.
• Track progress and identify delays, resource pressures and delivery risks.
• Coordinate meetings, workshops, agendas, minutes and action follow-up.
• Liaise with senior leaders, service managers, workstream leads and operational teams.
• Maintain accurate project documentation and version control.
• Support change control, delivery assurance and escalation of issues.
• Monitor delivery against the Customer Experience Strategy and CAST Action Plan.
• Ensure workstream leads provide timely and evidence-based updates.

Essential Skills & Experience

• Experience in Project Management and PMO within a complex organization.
• Strong experience managing project plans, risks, issues and dependencies.
• Experience supporting transformation, digital, technology or customer service programmed.
• Strong governance, reporting and documentation skills.
• Experience producing dashboards, highlight reports, board packs and trackers.
• Excellent stakeholder management and communication skills.
• Ability to work with senior managers and operational teams.
• Strong organizational skills and ability to work to tight deadlines.
• Ability to bring structure and control to complex or changing projects.
• Public sector/local government experience is desirable.