Senior Digital Project Manager
hace 2 días
City of London
London EC1M. Three days per week in the office. ABOUT IDEAS + OUTCOMES Ideas + Outcomes transform the future and create lasting value for businesses worldwide. A creative company founded on one truth. When you know your customer, you change the game. Our work spans retail and ecommerce, healthcare, education, and the public sector. Much of it is complex. Most of it matters. We are Drum Recommended, rated 9.3/10 by our clients, ISO27001 certified, delivering secure digital solutions for clients who need that assurance THE ROLE This is a Senior Digital Project Manager role with commercial accountability for delivery performance. You will own the delivery of web development and UX projects from scoping through to launch. You will be the bridge between clients, account teams, and our delivery teams, ensuring requirements are captured with precision, translated into detailed specifications, and delivered profitably. This role carries accountability for project delivery, resourcing of developers and UX practitioners, and the commercial performance of billable time. You will also oversee our service desk, managing support contracts, tickets, and small-to-medium client requests. Scoping and documentation are central to this role. You will run workshops to capture requirements, produce detailed statements of work and technical specifications, and ensure nothing falls through the gaps. Attention to detail is not optional. This role reports to the Head of Client Management, works in partnership with technical, UX, and creative leads, and alongside account directors on larger scale projects and programmes. WHAT YOU’LL DO Scoping and documentation • Run discovery and scoping workshops with clients to capture requirements, constraints, and success criteria., • Produce detailed statements of work that clearly define scope, deliverables, assumptions, exclusions, and change control mechanisms., • Translate client requirements into technical specification documents that developers and UX practitioners can estimate and build from., • Facilitate ways of working sessions to establish communication rhythms, approval processes, and escalation paths., • Work with technical leads to validate feasibility, identify risks, and refine estimates before commitments are made. Project delivery • Own project delivery from kickoff to launch, ensuring work is delivered on time, on budget, and to the quality our clients expect., • Manage project schedules, risks, and dependencies across multiple concurrent workstreams., • Run standups, sprint planning, and delivery reviews with development and UX teams., • Manage scope carefully, ensuring change requests are captured, documented, estimated, and agreed before work proceeds., • Ensure projects are delivered within our ISO27001 certified environment where required. Resourcing and profitability • Plan and manage allocation of developers and UX practitioners across projects to optimise utilisation and delivery efficiency., • Monitor project margin and flag commercial risks before they impact profitability., • Track billable utilisation against targets and take action to address shortfalls., • Report on delivery performance, utilisation, and project health to senior leadership. Service desk and support • Oversee the service desk, ensuring support tickets and small-to-medium requests are triaged, prioritised, and resolved efficiently., • Manage support contract clients, maintaining service levels and clear communication on issue status., • Coordinate with developers to schedule support work alongside project delivery., • Identify recurring issues or improvement opportunities and escalate where appropriate. Client relationships • Act as day-to-day delivery contact for clients, maintaining clear and proactive communication throughout project lifecycles., • Manage smaller client accounts and support contracts independently, owning the relationship end-to-end., • Partner with account directors on larger programmes, owning delivery while they own the commercial relationship., • Be client-friendly and professional in all interactions, representing the agency well. Platform knowledge • Bring working knowledge of Drupal and/or Shopify to inform scoping, estimation, and delivery planning., • Understand enough about web development, APIs, and content management to translate between technical and non-technical stakeholders., • Stay current with platform developments and capabilities relevant to client projects. WHO YOU ARE • You are exceptionally detail-oriented. You spot gaps, inconsistencies, and risks that others miss., • You are a natural documenter. Scoping, specifications, and SOWs are things you take pride in getting right., • You are comfortable in client-facing situations and can run workshops confidently., • You care about commercial outcomes, not just ticking delivery boxes., • You can translate between technical teams and non-technical stakeholders without losing fidelity., • You are organised, calm under pressure, and relentless about follow-through., • You take ownership of problems and see them through to resolution. EXPERIENCE AND SKILLS • 5+ years' experience in project management roles within a digital agency, consultancy, or technology environment., • Proven experience managing web development and UX projects, ideally involving Drupal, Shopify, or similar CMS/ecommerce platforms., • Strong track record of writing detailed statements of work, technical specifications, and requirements documentation., • Experience facilitating client workshops for scoping, discovery, and ways of working., • Experience managing service desk or support ticket workflows., • Strong understanding of agile delivery methodologies and project commercial management., • Experience managing developer and/or UX resources and accountability for team utilisation., • PRINCE2, PMP, or Scrum certification is useful but not required. We care more about what you've delivered than what certificates you hold. NICE TO HAVE Standout candidates may also bring: • A T-shaped background in project management across other agency disciplines including creative, brand, or campaign delivery., • Hands-on experience with HTML/CSS, or a previous role as a developer - enough to read code, understand commits, and hold technical conversations without relying on translation., • Experience with version control (Git) and deployment workflows., • Previous experience in UX research or design roles, or formal UX training., • Understanding of accessibility standards (WCAG) and inclusive design principles., • Experience scoping and delivering projects for public sector clients., • Previous experience working in an ISO27001 or similarly regulated environment., • Experience with Jira, Streamtime, or similar project management and resource planning tools., • Proven experience recovering distressed projects or managing difficult client situations. WHAT SUCCESS LOOKS LIKE • Projects delivered on time and within budget, with minimal scope creep or margin erosion., • Developer and UX utilisation consistently at target levels., • Clear, detailed specifications and SOWs that reduce rework, disputes, and clarification cycles., • Support tickets resolved within SLA, with clients kept informed throughout., • Client feedback scores of 9/10+ on delivery experience., • Profitability targets achieved, unlocking performance-related earnings. CAREER PATH Strong performers who demonstrate commercial impact and delivery excellence can expect to grow into senior delivery leadership positions as the agency scales. We promote based on contribution and capability, not time served. BENEFITS • Salary: £50,000 base, with on-target earnings of £58,500. The performance element is tied to delivery profitability targets, so your success in managing projects efficiently is rewarded., • Pension: Penfold., • Life Insurance., • Hybrid Working Policy: 3 days per week in our London office, with flexible hours between 08:00 – 18:00., • 9 Day Working Fortnight Option: Compress your hours over 9 days to enjoy every other Friday off., • Annual Leave: 25 days (FTE), plus bank holidays, increasing with service., • Recognition: Employee of the Quarter and Year Awards, including an extra half-day holiday for quarterly winners.