Change & Implementation Manager

The Change Implementation Manager is a pivotal role responsible for planning, managing, and delivering structured change across mid-sized projects, new client implementations, and material variations to existing contracts. This person ensures that transitions are smooth, risks are managed, and all stakeholders - internal and client-side - are aligned and confident throughout the change journey., * Own and maintain a change register across all active projects and implementations

• Develop change management plans, impact assessments, and risk logs for each change
• Define change scope, timelines, resource requirements, and success criteria
• Ensure governance checkpoints are met and changes are formally approved before proceeding
• Apply appropriate change frameworks (e.g. PROSCI ADKAR, or equivalent) scaled to project size

Client Implementations Contract Variations

• Lead end-to-end delivery of new client onboarding where the scope differs materially from existing service designs
• Manage contract variation changes from initiation through to business-as-usual handover
• Act as the primary point of contact for clients during the change period, managing expectations and communications
• Coordinate cross-functional teams (operations, IT, finance, HR) to deliver implementation milestones
• Produce client-facing implementation plans, progress reports, and post-go-live reviews

Stakeholder Engagement

• Identify all internal and external stakeholders affected by each change and develop tailored engagement plans
• Facilitate workshops and briefings to build understanding and buy-in
• Manage upward reporting to senior leadership and board sponsors where required
• Act as a bridge between operational teams and commercial/account management functions

Risk Issue Management

• Proactively identify change risks and develop mitigation strategies
• Escalate blockers and issues promptly with proposed solutions
• Maintain a RAID log (Risks, Assumptions, Issues, Dependencies) for all active changes
• Conduct post-implementation reviews and capture lessons learned

Continuous Improvement

• Develop and maintain a standard change management toolkit, templates, and playbooks
• Drive improvements to how change is managed across the business based on lessons learned
• Coach and upskill colleagues in change management best practice

This role is suited to someone who combines strong project discipline with excellent people and communication skills, and who thrives in environments where no two changes are the same., * Demonstrable experience managing business change in a client-facing or B2B services environment

• Strong project management skills with the ability to manage multiple concurrent changes
• Experience managing client implementations or service transitions
• Excellent written and verbal communication, including ability to produce clear plans and reports
• Comfortable working with ambiguity and adapting to changing priorities
• Strong stakeholder management skills at all levels, including client-side contacts
• Proficient in Microsoft Office (particularly Excel, Word, PowerPoint)

Desirable

• Formal change management qualification (e.g. PROSCI, CMI, or equivalent)
• Project management qualification (e.g. PRINCE2, APM PMQ, or Agile equivalent)
• Experience in Language Services, facilities management / technology services / outsourcing
• Familiarity with CRM or project management tools (e.g. Monday.com, Asana, Salesforce)
• Experience working in a mid-sized business or SME environment

At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than 250 languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary shattering technology to deliver phenomenal quality at scale to both our clients and linguist network. We're proud that our services support thousands of people every single day, from those using the National Health Service to global brands across the world such as google, Honda, and Unilever.