Project Manager, Change Management

Are you an experienced Project Manager who thrives on turning complex challenges into meaningful results? Do you enjoy bringing people together, driving change and delivering projects that make a real difference to customers?

Thames Water is looking for a highly motivated Project Manager to join our Retail PMO team within the Customer Experience Transformation function on a 19 to 24 month Fixed Term Contract. This is a fantastic opportunity to play a key role in helping to improve customer outcomes.

In this role, you will work closely with a Technical Project Manager, senior leaders and cross-functional teams; you'll lead the successful delivery of high-profile initiatives in a fast-paced and evolving environment.  Build strong stakeholder relationships, navigate complexity with confidence and use creative problem-solving to keep projects moving forward and delivering value.

As part of our Retail PMO team, you'll help drive excellence in project governance, delivery and ways of working. You'll ensure projects are delivered successfully and create lasting benefits for our customers, colleagues and the business.

What you will be doing as a Project Manager

Lead Project Delivery – Deliver projects on time, within scope, budget and quality expectations.
Manage Stakeholders – Build strong relationships with sponsors, senior stakeholders and business teams, ensuring alignment and effective decision-making throughout delivery.
Coordinate Delivery – Partner with a Technical Project Manager and a Business Lead to coordinate business and technical delivery activities and ensure successful implementation.
Problem Solving – Proactively identify and address risks, issues, dependencies and blockers to keep delivery on track.
Governance & Reporting – Maintain project governance, RAID logs, reporting and progress updates.
Project Communications – Develop and deliver communication and engagement activities to support successful project outcomes and keep stakeholders informed.
Compliance & Quality – Ensure adherence to governance, regulatory and quality requirements.
Financial Management – Monitor budgets, forecasts and project spend to maximise value.

What you should bring to the role
Essential

Demonstrable experience of delivering complex projects in a customer-focused, regulated or similar demanding environment.
Strong track record of leading projects end to end and delivering measurable outcomes and benefits.
Excellent stakeholder management, communication and influencing skills, including confidence working with senior leaders/sponsors.
The ability to absorb information quickly, break down complex problems and develop practical solutions.

Experience of different delivery approaches, including Agile or hybrid methods, alongside robust governance and reporting.
Sound commercial awareness and experience managing project budgets, forecasts and value.
Experience preparing teams for change and embedding new ways of working.
Strong attention to detail, resilience and the ability to create momentum in changing environments.

Experience of working within customer operations or service delivery environments.

Desirable

Project Management qualification such as APM, PRINCE2, Agile certification or equivalent.

Experience of working with contact centre or customer service operations across multiple communication channels.

Experience of partnering with a Technical Project Manager to deliver technology-enabled business change.

Base Location – Hybrid – Walnut Court, Swindon, or Clear Water Court, Reading

Hours:

36 hours per week

What’s in it for you?

A Competitive salary of £55,000 to £60,000 per annum, depending on skills and experience
26 days holiday per year, increasing to 30 days with length of service. (plus bank holidays)
Performance-relate…