Digital Implementation Manager — Operational Readiness, BAU Transition

Role:
Digital Implementation Manager — Operational Readiness, BAU Transition & Hypercare Lead

Shift Pattern:
Full Time

Contract:

24M FTC

Location:

Nottingham - 5 days on site

Closing Date: 10th July 2026

The Boots Digital Implementation team is looking for a Digital Implementation Manager - Operational Readiness BAU Transition & Hypercare Lead to play a key role in supporting a major digital transformation project across  This opportunity is a 24 month Fixed Term Contract, 37.5 hours-per-week role based at our Nottingham D90 head office. Welcome to the Boots Digital team – an exciting team at the heart of Boots UK’s growth plans.

As customers are changing, so are we. We are focused on understanding our customers’ needs, improving our digital channels and making the most of our great products and services to deliver a better online experience. The Digital eCommerce Implementation Team sits at the heart of , with responsibility for operational planning, testing, sign‑off and implementation across our customer‑facing digital channels.

This role sits within the Digital Implementation team and will report to the Cutover Lead. It will be responsible for ensuring BAU activity, operational readiness and hypercare are planned, protected and managed throughout a major digital transformation project.

• Own the BAU protection model, ensuring critical day‑to‑day activity is prioritised and managed alongside cutover delivery.
• Define operational readiness for go‑live, including support model, ownership, business validation, processes and escalation routes.
• Own the hypercare strategy, including entry/exit criteria, support rota, governance, reporting and issue management.
• Coordinate business validation, known issues, operational workarounds and handover into BAU.
• Provide go/no‑go evidence on BAU resilience, operational readiness and hypercare confidence.
• Work with business and operational teams to manage the impact of maintaining current services while preparing to validate and operate the transformed capability.
• Ensure support teams have the knowledge, contacts, runbooks and escalation routes needed ahead of go‑live.
• Define how post‑cutover issues will be captured, triaged, owned and progressed through hypercare.
• Ensure BAU risks, capacity constraints and operational impacts are visible within cutover governance.
• Work with the Cutover Planning & Governance Lead to ensure operational readiness and hypercare plans are reflected in the integrated cutover plan.

You will be an organised and pragmatic operational leader, with experience balancing delivery change with day‑to‑day business stability. You will be comfortable working across business, technical and operational teams, and able to create clarity where ownership, process or support routes are unclear.

• Strong operational leadership experience in digital, technology, service, release, implementation or business readiness environments.
• Good understanding of BAU operations, service transition, incident management and hypercare.
• Ability to balance transformation delivery with operational stability and capacity constraints.
• Strong stakeholder management across business, technical and operational teams.
• Confidence identifying operational risks, support gaps, handover issues and capacity challenges.
• Ability to define practical support models, ownership routes, escalation paths and ways of working.
• Strong communication skills, especially when explaining operational risk, readiness or post‑launch support requirements.
• A calm, pragmatic and structured approach under pressure, especially around go‑live and post‑launch support.
• Experience supporting major releases, cutovers, operational readiness activity or service transition would be beneficial.
• A continuous improvement mindset, with a desire to make BAU, hypercare and operational handover clearer and more effective.

Please note:

with our digital channels available for customers 24 hours a day, working times may vary at key points in the transformation lifecycle, including rehearsals, go‑live activity, hypercare and early‑morning or out‑of‑hours support where required.

• Co…