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17 September 2025

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Service | Customer Project Manager

Job reference: SER104

The job

Reporting to our Service Delivery Manager, this role works closely with our Product and Service
Delivery teams to ensure successful implementation and onboarding of customers.

While Product manage and build the product and Service Delivery implement and onboard
customers, this role project manages the various internal resources and the customer.

Key accountabilities

  • Project management: manage implementation projects for our largest customers, ensuring a smooth transition from initial agreement to go-live. This includes developing and maintaining detailed project plans, timelines and milestones and regularly updating customers on progress, as well as ensuring customers complete all of their onboarding actions
  • Process design & optimisation: help refine our onboarding process for major new customers, ensuring efficiency and a great customer experience
  • Collaboration: work closely with Service Delivery, Product, Sales, Service and other internal teams to define and align on project requirements and expectations from the outset. Note: Healthcode work to a Product Operating Model, and projects are only in motion to onboard new customers
  • Customer engagement: act as a primary point of contact for new customers during implementation, building strong relationships and ensuring satisfaction. This includes managing scope creep effectively, pushing back where appropriate and responding to questions in a timely manner
  • Metrics & reporting: develop and track KPIs to measure success and identify areas for continuous improvement. This includes regularly and clearly communicating the overall status of implementations to the Product Manager involved and Senior Leadership
  • Documentation: Create and maintain documentation, templates, workflow maps and resources to streamline implementation processes

Person specifications

Qualifications and experience

  • Proven experience as a project manager delivering software implementations for customers or in a similar customer-facing role, ideally in healthcare SaaS
  • Experience working with outsourced developers
  • Proven experience in leading teams and driving results

Professional and personal skills

  • Exceptional communication skills, capable of translating complex requirements into actionable steps for internal teams and customers
  • Strong project management skills, with experience managing large, multi-stakeholder projects
  • A process-driven mindset with a passion for continuous improvement
  • Excellent rapport-building skills and the ability to create strong relationships with customers, internal teams and senior stakeholders
  • Highly data-driven, with the ability to use metrics to inform decisions and improvements
  • Comfortable working autonomously in a fast-paced, rapidly changing, high-growth
    environment

Ready to take the next step?

Deadline for applications: 29 September 2025

We’ll review your application when we receive it, but please note we may amend the closing date and close the job vacancy if we’ve got enough suitable candidates or have filled the role.

Don’t forget to quote job reference SER104 on the application form

Apply

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About us

We’re the UK’s official medical invoice clearing company for private healthcare. Since 2001, we’ve conveyed encrypted online systems to healthcare professionals and businesses and currently process over £5bn worth of medical invoices annually as well as clinical records for virtually every private patient in the UK.

Enhancing what we already do well, we continue to deliver solutions to:

  • Help streamline administrative processes
  • Connect healthcare organisations
  • Add value

Today, we provide an extensive range of specialised IT solutions and systems for the private healthcare market including practice management systems, online billing, secure messaging and clinical coding tools.

Our mission

Our mission is to remain recognised as the experts in online solutions, providing quality service to private healthcare businesses and professionals. We adopt a pioneering approach to healthcare IT services by using our expertise and knowledge inventing and delivering integrated systems to help healthcare businesses.


Our vision is to be the knowledge source and most trusted independent expert to deliver interoperable online solutions and define industry standards for private healthcare. We believe all key stakeholders in the industry will benefit by developing and enhancing these standards across the private healthcare sector to connect organisations enabling collaborative programmes where business, clinical and commercial information can be securely exchanged.

What we offer

  • 25 days holiday + bank holidays
  • Private pension (with 8% company contribution)
  • Private medical insurance
  • Life assurance
  • Cycle to Work scheme
  • Eye care vouchers
  • Employee Assistance Programme (EAP)
  • Charity volunteer day

We’re an equal opportunities employer

We’re committed to providing a service and following practices free from unfair and unlawful discrimination. We ensure that no applicant or member of staff is disadvantaged by conditions or requirements which can’t be shown to be relevant to performance or receives less favourable treatment for any of these reasons:

  • age
  • disability
  • gender reassignment
  • marriage and civil partnership
  • pregnancy or maternity
  • race
  • religion or belief
  • sex or sexual orientation
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