Senior Implementation Manager

About Us

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 helps optimise outcomes for organisations, managers, staff and patients alike. Built by a team of dedicated healthcare veterans, and co-created with the NHS, their technology and services have been embraced by over 100 healthcare sites to date.

Patchwork offers a range of different solutions, including temporary staff banks, which enable organisations to source temporary staff from their own pool of approved workers; ‘collaborative staff banks’, which help healthcare organisations team up with others in the same region to widen and share their temporary staffing pools; an innovative new rostering solution which enables more flexible, sustainable staffing for permanent healthcare staff; and an Agency Manager which makes it easier for managers to select appropriate temporary staff from external agencies when necessary. Patchwork Insights also provides managers with comprehensive data oversight, to monitor staffing trends, shift fill rates and pay rate escalations, and reliably plan ahead to prevent staffing gaps.

Patchwork Health has been recognised as HSJ’s 2022 Staffing Solution of the Year, and have recently received the prestigious HSJ Partnership Award and the Spectator’s Economic Innovator of the Year Award.

The Role

Patchwork's Senior Implementation Managers are responsible for leading the successful delivery of our most complex software implementations, ensuring exceptional outcomes for our customers while acting as senior members of the Implementation Team.

As a Senior Implementation Manager, you'll combine outstanding project management with deep domain expertise in NHS rostering and workforce management. You'll confidently lead enterprise implementations, build trusted relationships with senior customer stakeholders, and support the continued development of our implementation practices and the wider team.

You'll be trusted to work autonomously, navigating complex customer environments, balancing commercial and delivery priorities, and identifying opportunities to improve how we deliver projects. Alongside leading your own implementations, you'll coach colleagues, share best practice and contribute to the continuous evolution of our delivery capability.

Everyone in Implementation supports projects across our product suite, although this role will primarily focus on our Rota implementations.

Key Responsibilities

Project Management

• Lead the successful delivery of complex, enterprise-scale implementation projects, ensuring delivery to scope, budget and timeline whilst driving exceptional customer outcomes.
• Working across the Implementation Team, with the ability to influence without authority to ensure team members understand their responsibilities relating to the project and to drive successful project outcomes as the overarching project manager.
• Act as a senior subject matter expert within the Implementation Team, coaching colleagues, sharing best practice and helping to continuously improve delivery standards, processes and documentation.
• Maintaining a high standard of project documentation and artefacts both internally and externally, utilising templates and frameworks and inputting into improvements if applicable.
• Lead complex customer workshops, create high-quality proposals and deliver compelling product demonstrations throughout the implementation lifecycle.

Stakeholder Management

• Working closely with and receiving support from Implementation Leads and other members of the Implementation Team - being able to communicate effectively and to coach and support colleagues.
• Being adept at navigating the organisational hierarchy of the client to identify the right people to achieve implementation goals.
• Build trusted relationships with senior customer stakeholders, confidently engaging with executive sponsors, programme leaders and operational teams to successfully navigate complex implementations.
• Educating clients on use cases for Patchwork’s products, with the ability to respectfully push back on unrealistic expectations, using project management tools and expertise in Patchwork solutions to deliver projects successfully.
• Managing external expectations to ensure Patchwork is never under-delivering; ensuring all parties involved are aware of the implementation progress, milestones, and challenges.
• Being commercially aware with an understanding of client procurement practices and their internal politics and policies to ensure relationships and projects are not compromised and are optimised to reach their full potential.
• Investing in creating strong internal relationships with client-facing teams across Patchwork to ensure seamless handovers and understanding of client expectations.
• Through a combination of effective stakeholder management and domain knowledge of the product, propose viable solutions either through configuration and / or negotiation with the Product Team that unblock projects if required.
• Act as the senior escalation point for complex delivery challenges, working collaboratively with Product, Technology and customer stakeholders to identify pragmatic solutions.
• Training client stakeholders on how to use Patchwork’s products to their full functionality.

Product Knowledge

• Investing time into strong relationships with Product and Technology to better understand our product suite, and current and future product capabilities.
• Demonstrating knowledge on workforce management workflows across the value chain, including non-Patchwork systems (e.g. bank management, managed services and payroll functions).
• Apply your expertise in NHS rostering and workforce management to advise customers on best practice and help maximise the value they achieve from Patchwork's products.
• Tracking workforce data to guide clients to the best decisions, and drive client outcomes through product implementation.
• Acting as a subject matter expert for Patchwork’s products to deliver best results for clients and app users.

Research and Innovation

• Keeping up with industry trends, emerging technologies, and best practice.
• Evaluating new tools, technologies, and methodologies to drive continuous improvement.

Requirements

Essential

• Significant experience leading enterprise software implementation projects within SaaS environments, including complex stakeholder landscapes.
• Demonstrable experience delivering NHS rostering or workforce management implementations.
• Exceptional stakeholder management skills, with experience building trusted relationships and influencing senior customer stakeholders, including executive-level audiences.
• Experience mentoring, coaching or supporting more junior colleagues and helping raise delivery standards across a team.
• Outstanding record of developing and maintaining all project documentation and collateral (e.g. project plans / PID / approach documents / timelines etc.).
• Strong understanding of project governance, risk management, dependency management and implementation best practice.
• Demonstrable experience managing multiple complex projects simultaneously.
• Excellent communication skills both written and verbal with the ability to present to a wide group including to senior stakeholders.
• Ability to demonstrate a solution mindset, as well as critical thinking.
• Eagerness to work with multiple people and be a self-starter.
• Prideful in attention to detail.
• Tech savvy and adaptable to new technologies and systems.
• Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities.

Nice to Have

• Extensive experience within NHS workforce management, rostering or eRostering.
• Experience implementing workforce management or scheduling solutions.
• PRINCE2 Practitioner, PMP, AgilePM or similar qualification.
• Experience working within a HealthTech scale-up.

Benefits

Salary Range: £55,000-60,000

• Hybrid and flexible workplace
• Cycle Scheme
• Tech Loan Scheme
• Employee Assistance Programme (Health Assured)
• Personal Learning & Development Budget
• Flexible income options via Stream
• Dog friendly London Hub
• Vibrant and fun London Hub with unlimited refreshments & games
• Access to co-working spaces across the UK

The Small Print

We are unable to provide individual feedback on each application. If you have not heard from us within two weeks, you have not been selected for an interview. We pledge to always provide feedback to applicants who interview with us.

Patchwork is an inclusive employer, and is committed to not only meeting legal requirements and standards, but our own diversity, equality, and inclusivity policies and pledges throughout all stages of the employee lifecycle. For more information on our pledges and policies, please refer to our website or reach out to Patchwork's Talent Team.