Business Readiness & Implementation Senior Manager

Location: Hybrid, based in Edinburgh or Leeds, UK; at least two days per week or 40% of working time at an office site.

Salary: £78,098–£91,880 per year, plus benefits.

Company

hirify.global is a major UK financial services group transforming its Customer Services operations and investing in future finance capabilities.

What you will do

• Lead the Change Gateway, Change Partnering, and Training Delivery teams across Customer Services.
• Own the Customer Services change landscape, assessing demand, impacts, risks, and dependencies to support prioritisation and governance.
• Partner with operations and change teams to shape solutions, assess operational impacts, and ensure successful implementation and adoption.
• Build and lead a training capability that supports colleagues in adopting new processes, systems, and ways of working.
• Chair senior governance forums and make recommendations on prioritisation, operational readiness, delivery risk, and go-live decisions.
• Influence senior leaders and Director-level internal customers while delivering measurable improvements in customer outcomes, colleague capability, operational performance, controls, or risk.

Requirements

• 8+ years of experience leading change within large, complex operational or customer service environments.
• Experience leading managers and multidisciplinary teams across change delivery, business readiness, or training.
• Extensive experience managing complex change portfolios, including demand, prioritisation, timing, risks, and dependencies.
• Experience delivering multiple major changes from operational impact assessment through implementation, adoption, and transition into business as usual.
• Experience building, leading, or significantly improving an operational training capability, with accountability for training design, delivery, and effectiveness.
• Experience chairing senior governance forums and making recommendations on prioritisation, operational readiness, delivery risk, and go-live decisions.
• Experience influencing Director-level internal customers, challenging delivery plans, resolving competing priorities, and securing decisions.
• Experience delivering measurable improvements in customer outcomes, colleague capability, operational performance, controls, or risk.

Culture & Benefits

• Hybrid working with workplace adjustments available for colleagues with disabilities.
• Extensive benefits package.
• Focus on diversity, equity, inclusion, learning, and colleague development.
• Support through reasonable adjustments during the recruitment process.
• Disability Confident Scheme with guaranteed interviews for a fair and proportionate number of applicants meeting the minimum criteria.

Hiring process

• Reasonable adjustments are available throughout the recruitment process.