Salary: Competitive (DOE) | Company Benefits | Location: Walsall, West Midlands | Hybrid | Contract: 12 Month Fixed-Term Contract (potential to increase to 24 Month)

About Us: Echo Managed Services and its subsidiary Aptumo support water companies globally to deliver effective customer service and drive retail operation efficiency through end to end customer service and water billing software offerings.

The Role:

We are looking for an experienced Salesforce Programme Delivery Manager to lead a business-critical Salesforce transformation programme. Working closely with senior leaders, operational teams, technical specialists and implementation partners, you will play a pivotal role in delivering a platform that transforms how we work, serve our customers and support future growth.

As the programme lead, you will be responsible for overseeing the end-to-end implementation, ensuring strong governance, effective stakeholder engagement and successful business adoption. Your focus will be on delivering not only the technology, but also the organisational change required to embed Salesforce into day-to-day operations and realise lasting business benefits.

Please note that this role is subject to final Board approval and is a 12 month fixed-term contract with the view to increase to 24 months.

Key Responsibilities:

Lead the end-to-end delivery of a major Salesforce implementation programme.
Develop, maintain and own the programme roadmap, delivery plan and key milestones.
Manage multiple workstreams spanning technology, operations, data and business change.
Work closely with Salesforce implementation partners and third-party suppliers, holding them accountable for successful delivery.
Build strong relationships with executive sponsors, senior stakeholders and operational leaders across the business.
Establish and lead programme governance, including Steering Groups and key decision-making forums.
Manage programme risks, issues, dependencies and change controls.
Oversee programme budgets, forecasting and reporting, ensuring effective financial management throughout the project lifecycle.
Drive business readiness, stakeholder communications and user adoption initiatives.
Coordinate testing, data migration, cutover planning and go-live activities.
Monitor and track benefits realisation, ensuring the programme delivers measurable business outcomes.
Promote continuous improvement and optimise processes following implementation.

What You’ll Need:

We are looking for someone who has successfully delivered large-scale Salesforce programmes and understands that technology alone doesn't transform organisations - people do.

Strong understanding of Salesforce delivery methodologies and programme governance.
Experience working with Salesforce implementation partners, system integrators and third-party suppliers.
Excellent stakeholder management skills, with the confidence and credibility to influence senior leaders and executive teams.
Strong programme planning, organisation and delivery management capability.
Experience managing multiple workstreams and competing priorities simultaneously.
Strong commercial awareness, including budget ownership and financial management.
Outstanding communication, leadership and relationship-building skills.
A collaborative and pragmatic approach to problem-solving and delivery.

Desirable Experience:

Experience in four or more of the following areas would be advantageous:

Salesforce Service Cloud
Salesforce Experience Cloud
Omni-Channel solutions
Utilities sector experience
Customer Service operations
Billing and Collections environments
Highly regulated industries
Data migration and system integration programmes
Agile, Waterfall or hybrid delivery methodologies

What Success Looks Like Within the Role:

Over the course of this programme, you will have:

Successfully delivered our Salesforce implementation programme.
Embedded Salesforce effectively across the organisation.
Achieved high levels of user adoption and engagement.
Delivered measurable operational and customer service improvements.
Established robust programme governance and delivery controls.
Created a scalable platform capable of supporting future business growth and innovation.

What You’ll Get:

Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days
Financial & Life Assurance: Company Pension Scheme with salary sacrifice options
Health & Wellbeing: Employee Assistance Programme and 24/7 Virtual GP access for you and your dependents
Lifestyle & Perks: Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers
Professional Development: Hands-on training and ongoing career development opportunities
Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more
Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards.

At South Staffordshire Limited, inclusion matters. We have a wide range of employee networks which are employee-led communities that bring our people together, support different perspectives and create a strong sense of belonging. Our people are encouraged to get involved as members or allies.

We are committed to building a team that reflects the diversity of the communities we serve.

We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities.

We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.

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