IT Project Manager (London Area)

Job Purpose

We are seeking a skilled and motivated CRM IT Project Manager to lead the delivery of a new or enhanced Customer Relationship Management (CRM) system within a higher education or public sector environment. This role will be responsible for managing the end-to-end implementation, ensuring the system aligns with organizational goals and supports improved service delivery, customer engagement, and operational efficiency.

Key Responsibilities

• Lead the planning, execution, and delivery of CRM-related IT projects across the organization.
• Define project scope, objectives, deliverables, and success criteria in collaboration with stakeholders.
• Manage project budgets, timelines, resources, and risks to ensure successful implementation.
• Act as the key liaison between technical teams, business units, and external vendors.
• Oversee procurement processes related to CRM technology in accordance with higher education or public sector regulations.
• Ensure data governance, security, and compliance with relevant legislation (e.g., GDPR).
• Coordinate user training, change management, and post-implementation support.
• Prepare and present regular project updates, reports, and risk assessments to senior leadership.
• Promote best practices in project management and contribute to continuous improvement efforts.

Essential Skills & Experience

• Higher education experience is a must
• Proven experience delivering complex CRM projects, ideally within the public or third sector.
• Strong understanding of CRM platforms (e.g., Microsoft Dynamics 365, Salesforce, or equivalent).
• Excellent project management skills with experience using methodologies such as PRINCE2, Agile, or MSP.
• Ability to manage cross-functional teams and communicate with technical and non-technical stakeholders.
• Experience in supplier/vendor management and contract negotiation.
• Understanding of data protection, cybersecurity, and integration with legacy systems.
• Strong documentation, reporting, and presentation skills.

Desirable Qualifications

• PRINCE2 Practitioner, Agile PM, or PMP certification.
• ITIL Foundation or other service management qualifications.
• Knowledge of customer service operations or citizen engagement strategies in the higher education or public sector.