Job Title
Retinue Implementation Lead
Location: UK-based remote role, with the ability to travel to client locations and Retinue offices as required.
Purpose of the Role
The Implementation Lead is responsible for the successful mobilisation and implementation of new clients, services and strategic change initiatives across Retinue.
Acting as the bridge between clients and internal delivery teams, the Implementation Lead owns the end-to-end implementation lifecycle from contract award through to go-live, hypercare and transition into business-as-usual operations.
This role requires an experienced, client-facing delivery professional who can build credibility quickly, coordinate workshops, manage stakeholders, drive accountability across matrix teams and ensure internal and external commitments are delivered to agreed timescales.
Success in this role depends on proactively identifying risks, removing blockers, maintaining momentum and ensuring all stakeholders remain aligned to implementation objectives.
Key Responsibilities
Client Implementation Delivery
Lead end-to-end implementation programmes from contract award through to successful go-live and BAU transition.
Develop and maintain detailed project plans with clearly defined milestones, dependencies and ownership.
Drive delivery across multiple concurrent workstreams whilst maintaining overall programme control.
Ensure implementation activities remain aligned to agreed client outcomes and contractual commitments.
Monitor implementation progress and take ownership of corrective actions where delivery risks emerge.
Facilitate hypercare activities and oversee successful transition into operational teams.
Client Relationship Management
Act as the primary day-to-day implementation contact for clients throughout mobilisation and delivery.
Build trusted relationships with client stakeholders at all levels, including executive sponsors, operational teams and programme stakeholders.
Faciliate implementation workshops, governance meetings and project reviews.
Manage stakeholder expectations through clear, professional and proactive communication.
Provide confidence and leadership during periods of change, challenge or delivery pressure.
Project Governance & Delivery Management
Own implementation RAID logs and actively manage risks, assumptions, issues, dependencies and decisions.
Ensure actions are clearly assigned, tracked and delivered to agreed deadlines.
Escalate risks and blockers appropriately whilst proposing practical solutions.
Produce and present implementation status updates to both internal and client stakeholders.
Maintain clear governance throughout the implementation lifecycle.
Discovery & Solution Design
Coordinate discovery workshops to understand client requirements, operating models and business processes.
Challenge existing processes and recommend improvements where appropriate.
Support the definition and sign-off of future-state processes and delivery models.
Cross Functional Delivery
Coordinate delivery across multiple business functions including:
· Technology & Product
· Compliance & Audit
· Supply Chain
· Commercial
· Direct Delivery
· Data & Reporting
· Account Management
The Implementation Lead is expected to drive accountability and delivery across teams, often without direct line management responsibility.
Change Management & Operational Readiness
Support clients through process, operational and organisational change.
Develop implementation, communication and readiness plans.
Identify adoption risks and implement appropriate mitigation strategies.
Coordinate training activities and stakeholder engagement initiatives.
Ensure all readiness criteria are achieved prior to go-live.
Facilitate successful handover into operational and account management teams.
Continuous Improvement
Capture lessons learned from implementations.
Contribute to the ongoing development of Retinue's implementation methodology.
Support standardisation, governance improvements and best practice adoption across the business.
Essential Experience
Proven experience leading client-facing implementation or mobilisation programmes.
Strong project management experience, including ownership of project plans, milestones and critical paths.
Experience managing multiple internal and external stakeholders simultaneously.
Experience driving delivery through matrix-managed teams where direct management responsibility does not exist.
Experience facilitating workshops, governance meetings and stakeholder reviews.
Experience managing competing priorities whilst delivering to agreed deadlines.
Proven ability to identify risks early and proactively drive resolution.
Experience producing and presenting project status reporting to senior stakeholders.
Strong organisational and planning skills with excellent attention to detail.
Excellent written and verbal communication skills.
Essential Behaviours
Proactive and self-managing.
Highly organised and delivery focused.
Comfortable holding stakeholders accountable for actions and deadlines.
Confident communicating with both clients and internal teams.
Able to challenge constructively whilst maintaining strong working relationships.
Calm and resilient when managing competing priorities and delivery pressures.
Takes ownership and drives issues through to resolution.
Commercially aware and focused on achieving client and business outcomes.
Desirable Experience
· Experience within MSP, RPO, workforce solutions, recruitment outsourcing or managed service environments.
· Experience implementing technology-enabled services, workforce management solutions, HR systems or VMS platforms.
· Prince2 Practitioner, PMP, APM PMQ or equivalent project management qualification.
· Experience working within regulated, compliance-driven or outsourced service environments.
Success in This Role
Within your first 12 months you will have:
· Successfully mobilised and implemented new clients and services.
· Built strong relationships with clients and internal stakeholders.
· Delivered projects against agreed timelines and milestones.
· Established clear governance and accountability across implementation workstreams.
· Ensured smooth transitions from implementation into operational delivery.
· Contributed to the continued evolution of Retinue's implementation capability.