Project Manager, Operations Management, Change Management

Req  Function:
Business Services & Operations Posting

Start Date:

06/11/2026

Posting End Date: 14/11/2026

Division: UK Business

Job Location:

G  Leeds - 1 Sovereign Street, G  Newcastle - Gosforth TE, G
-Birmingham-Three Snowhill, G
-London-BTHQ One Braham, G
-Manchester-New Bailey Advertised Salary:
Competitive + Market Leading Benefits We operate a hybrid model of 3 days in the office and 2 days working from home, please only apply if you are comfortable with this arrangement.

About the role

As a Project Manager in our Delivery Excellence team, you’ll lead the delivery of complex and innovative projects for a major customer in the banking and financial services sector, helping deliver great customer outcomes and supporting BT Business objectives. You’ll work across on-premise contact centre, cloud and AI-enabled technologies, bringing together customers, third-party suppliers and internal teams to turn ambitious plans into successful delivery.

This is a UK-wide role offering the opportunity to lead highly visible work, engage with senior stakeholders and make a meaningful impact for one of our major customers.

What you’ll be doing

Lead complex projects and work streams from scope through to successful delivery, managing significant dependencies, benefits and risks.

Manage project governance, risks, milestones, resources and contractual commitments, adapting your approach to suit the delivery environment.

Partner with customers and senior stakeholders to understand their needs, resolve challenges and translate project outcomes into meaningful business value.

Deliver technology change involving customer teams, third-party suppliers and BT colleagues, maintaining clear ownership and communication throughout.

Collaborate with PMO, resourcing, Practice & Hub Managers and Client Services colleagues to provide visibility of demand and ensure consistent, high-quality delivery.

Essential Skills / Experience Complex technology project delivery:
Strong experience leading complex customer projects involving multiple teams and third-party suppliers, with the ability to manage risk, dependencies and delivery through change.

Contact centre and AI technology experience:
Practical experience delivering on-premise contact centre and cloud-based solutions, including AI/bot technologies, within banking, financial services or a similarly complex environment.

Stakeholder and commercial management:
Strong communication and stakeholder management skills, with the ability to work with senior customers and commercial teams, understand contractual commitments, manage customer change and identify risks and opportunities.

Desirable Skills / Experience Experience delivering telecoms, network, cloud voice or contact centre solutions.

Experience working with technologies or suppliers such as Avaya, Verint and Google.

Commercial and financial awareness, including cost modelling and responding to customer change requests.

Experience reviewing or improving project management standards, governance, tools and ways of working.

Our Package Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:
• 10% on target annual bonus
• 25 days Holiday
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym…