Senior Project Manager

Senior Project Manager - Customer Service and Case Management TransformationLocation: Durrington, West SussexDay Rate: £650-£750 per day (Inside IR35)Contract: 6 months initially, scope for up to 2 years - hybrid working arrangements Start Date: ASAPWe are seeking an experienced Senior Project Manager to lead the delivery of major case management and customer service transformation programmes. This is a pivotal role focused on improving customer journeys, enhancing operational efficiency, and ensuring regulatory compliance through the implementation of modern case management platforms, workflow automation and data-driven service processes.The ideal candidate will have deep expertise in customer service transformation within regulated environments, strong leadership across business and technical teams, and a proven track record of delivering complex digital change programmes.Key ResponsibilitiesProgramme and Delivery LeadershipLead end-to-end delivery of case management transformation programmes, from discovery and requirements through to deployment, adoption and continuous improvement.Build and manage programme plans, budgets, risks, dependencies and governance frameworks.Ensure alignment with regulatory obligations (e.g., Ofwat commitments, GSS requirements) and wider customer experience strategies.Customer Service TransformationOversee the design and implementation of customer workflows, interaction processes and service-level frameworks.Drive improvements across complaint ..... full job details .....