System Implementation Manager - National Field Based

Posted 19 October 2020

System Implementation Manager – Field Based, UK Wide

Salary: £35k

City and County Healthcare Group is one of the UK’s largest providers of community based social care services.  Every day, our companies support tens of thousands of people with care needs to continue living independently at home.

Reporting to the Head of System Implementation, we have a fantastic opportunity to expand the team with a new System Implementation Manager. The System Implementation Manager is responsible for ensuring the successful deployment of all digital-systems to the frontline/end user through by supporting the Implementation team.

You will be working in a team that really support the development of staff and share a commitment to delivering to high standards.

A full UK driving license is essential, this role will involve nationwide travel and as a result, the successful candidate should be based close to at least one of our office locations, transport networks with the ability to drive throughout the UK and at short notice. 

Job Purpose  

The City and County (CCH) Group IT function require an experienced people and stakeholder manager to manage the field based team working at the coal face of the groups digital transformation. The team are proactive, process and system driven and the System Implementation Manager must mirror those qualities and importantly be able to build those qualities in others. The System Implementation Manager will play a key role in supporting the operational factors and impact, across all system deployments. You will be working with stakeholders in the Operations teams, IT teams, Finance Teams and other head office department to ensure the smooth deployment of the any system. As a key part of a fast paced dynamic team, the System Implementation Manager will be responsible for ensuring the System Implementation Specialists are aligned and consistently working in line with expectations during the rollout phases of any project and ensuring deadlines and milestones are achieved.

Key Responsibilities:

  • ·         Support a team of System Implementation Specialists to ensure the smooth running of the implementations while maintaining the role as a coach and mentor on site
  • ·         Be the face of transformation and the main point of contact for all stakeholders in the business Manage, coordinate and onboard new acquisitions onto core systems and processes.
  • ·         Build long-lasting relationships with local and regional stakeholders at all levels
  • ·         Support the workload of the team by offering support, advice and hands on help as required.
  • ·         Ensure that skills are shared across the team in a proactive manner.
  • ·         Work with internal stakeholders and head office departments to establish their requirements.
  • ·         Review implementation project plans as required to ensure all tasks are being actioned in a timely manner.
  • ·         Hold the role of Subject Matter Expert (SME) and key point of contact for the Implementation Team.
  • ·         Ensure the implementation targets and deadlines are achieved via strong reporting and resource mapping.
  • ·         Be involved in training and coaching of new and existing system users/ team members.
  • ·         Understand and be involved in the development and management of processes and corresponding documentation.
  • ·         Work alongside other teams to assist in data, trend analysis and bespoken requirements.
  • ·         Support the training of employees on any new system.
  • ·         Manage core project management lifecycle throughout implementation – including (Milestone Management, Highlight report, RAID, and Change Requests).
  • ·         Operating and updating the new and outgoing systems as needed during an implementation.
  • ·         Helping in the set-up of data in the new branch system as required during an implementation.
  • ·         Provide advice and guidance to all employees in the use of any new system.
  • ·         Documenting lessons learned during the implementation

Person Specification:

  • ·         Confident and natural communicator with an inspiring quality
  • ·         Excellent listening and interpersonal skills
  • ·         Logical and efficient
  • ·         An excellent understand of customer service principles and practice
  • ·         Proven track record of coaching and supporting a diverse team across a wide geography
  • ·         Experience working in a team-oriented, collaborative environment
  • ·         Excellent IT skills, particularly in Excel and other Microsoft Office applications
  • ·         Very strong organisational and time management skills, able to demonstrate the ability to work to deadlines while working in a high pressure environment
  • ·         Be able to work on your own without the need for constant supervision

 Knowledge & Skills:

  • ·         Able to influence across the organisation, effectively leading change, initiating ideas and championing and gaining commitment
  • ·         Operational system based expertise
  • ·         Proficient interaction with and influence of people at all levels in the organization
  • ·         Able to influence across the organisation, effectively leading change, initiating ideas and championing and gaining commitment
  • ·         Operational system based expertise
  • ·         Proficient interaction with and influence of people at all levels in the organization
  • ·         Ability to grasp complex issues and look beyond the obvious and plan accordingly
  • ·         Change and project management skills and related experience
  • ·         Excellent communication skills, both written and oral
  • ·         Ability to understand the culture, business processes, technology requirements and challenges
  • ·         Good understanding of latest technologies and industry practices
  • ·         Strong personal and professional drive
  • ·         Strong planning and organising skills, including the ability to manage several work streams simultaneously


  • ·         Experience of managing people and projects
  • ·         Success in delivering change in a similar environment
  • ·         Experience of delivering classroom or 1-1 training
  • ·         Experience of coaching and supporting a field based team.
  • ·         Experience of providing system support to field and head office departments
  • ·         Experience of producing operational user guides, business processes and/ or SOPs
  • ·         Working in a similar role in a Domiciliary Healthcare Environment



  • ·         Full UK Driving License
  • ·         6 GCSEs (or equivalent) Grade A-C


  • ·         Degree or A-Levels in related subject
  • ·         PRINCE2 or other Project Management qualification


City and County Healthcare group are a committed and dedicated equal opportunities employer





Contact information

Jane Anning

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