Project Support Coordinator

Project Implementation Coordinator

About the Role

The Project Implementation Coordinator owns the end-to-end delivery of assigned client onboarding and implementation projects, from contract handover through to go-live, project closure and successful transition to Account Management.

Projects are typically lower in complexity, risk, and commercial exposure, and you'll have guidance and escalation support from experienced members of the Project Implementation team.

Working within a pod structure, this role combines hands-on project delivery with client and stakeholder management, documentation, governance and continuous improvement.

This role will develop the autonomy, judgement, commercial awareness, and delivery capability needed to progress to a Project Implementation Manager position.

Key Responsibilities

End-to-End Project Delivery

• Own the end-to-end delivery of assigned client onboarding and implementation projects, from contract handover through to go-live, project closure and transition to Account Management.
• Prepare, maintain and manage project documentation, including Statements of Work, project plans, implementation schedules, milestone trackers, decision records, status reports and handover documentation.
• Develop and maintain project plans, milestones, actions, dependencies and delivery timelines, ensuring responsibilities and deadlines are clearly understood.
• Lead project kick-offs, status meetings and implementation discussions for assigned projects, with support available where required.
• Coordinate cross-functional teams and stakeholders to ensure implementation activities, prerequisites and dependencies are completed effectively and on time.
• Monitor project progress and take appropriate action to keep projects on track, escalating risks or issues where required.
• Ensure project deliverables meet agreed scope, quality standards and customer expectations.
• Manage project closure and handover, ensuring documentation, outstanding actions, customer requirements and key knowledge are transferred effectively.

Client & Stakeholder Management

• Act as the day-to-day project lead and primary implementation contact for clients and internal stakeholders on assigned projects.
• Build positive working relationships and provide clear, timely and accurate communication on project progress, actions, risks, decisions and next steps.
• Manage routine stakeholder discussions and client queries independently, seeking guidance for complex, sensitive or commercially significant matters.
• Set clear expectations with stakeholders around responsibilities, dependencies, timelines and required actions.
• Escalate significant risks, issues, delays, scope concerns or stakeholder challenges promptly to the appropriate senior member of the Project Implementation team.

Scope, Risk & Governance

• Maintain clear visibility of project scope, assumptions, dependencies, risks, issues, actions and decisions throughout delivery.
• Identify and manage project risks and issues within the scope of the role, escalating material or complex matters where appropriate.
• Support the management of changes to scope, timelines or delivery requirements, ensuring impacts are documented and agreed.
• Ensure project documentation is accurate, current and maintained in line with agreed governance, reporting and documentation standards.
• Develop commercial awareness by understanding how scope, additional effort, resource requirements and delivery decisions can affect both the customer and the business.

Delivery Performance & Continuous Improvement

• Maintain accurate project data and provide timely status information to support project and portfolio reporting.
• Track delivery KPIs and customer outcomes for assigned projects and identify potential areas for improvement.
• Capture lessons learned and contribute practical improvements to project management processes, playbooks, templates and best practices.
• Identify opportunities to improve project delivery, documentation, coordination and internal handovers.
• Take increasing ownership of delivery decisions as capability and experience develop.

Development & Team Contribution

• Develop capability in end-to-end project management, client communication, stakeholder management, risk management and commercial awareness through ownership of assigned projects.
• Demonstrate sound judgement around when to act independently, when to seek guidance and when to escape.
• Work collaboratively with Project Implementation Managers, Senior Project Implementation Managers, Lead Project Implementation Managers and cross-functional colleagues.
• Seek and apply feedback, progressively taking on projects of greater complexity, risk and commercial exposure as capability develops.
• Share learning and contribute to a culture of accountability, ownership, collaboration and continuous improvement.