Project Manager (Dutch-speaking) in London

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

We're a growing business, and our Professional Services team plays a central role in that growth: helping customers implement, adopt and get lasting value from Puzzel's platform. Puzzel is increasingly partner-first in how we go to market, so much of our delivery work is done alongside, not just for, our customers - through implementation partners, resellers and other third parties. As we expand across the UK and Benelux markets, we're looking for a Project Manager who can bridge both regions and operate confidently in that partner-led model.

As Project Manager, you'll take end-to-end ownership of customer implementation projects, primarily supporting our UK and Dutch customer base. Given our partner-first approach, relationship management is at the heart of this role: you'll be the connective tissue between the customer, our delivery teams and our partners, so being an excellent communicator and relationship-builder matters as much as your project management craft. You'll report to the PMO Lead and sit within the wider Professional Services team, following Puzzel's established PMO methodology, tools and governance. We don't micromanage - you'll be given real ownership of your projects and trusted to use your initiative. In return, we expect accountability: you own the outcome, you flag what needs flagging, and you don't wait to be asked.

Key responsibilities:

• Own and manage a portfolio of customer implementation projects from kick-off through to go-live and hypercare, primarily for UK and Dutch customers.
• Build and manage strong relationships with customers, delivery partners and internal stakeholders - acting as a trusted, confident point of contact throughout the project lifecycle, in both English and Dutch.
• Work hand-in-hand with implementation and channel partners as part of Puzzel's partner-first delivery model, aligning plans, expectations and ways of working across all parties.
• Build and maintain project plans, RAID logs, communication plans and status reporting in line with Puzzel's PMO playbook and governance standards.
• Coordinate cross-functional and third-party resources (technical consultants, solution architects, partners) to keep delivery on track.
• Take full ownership of risks, issues and scope changes — resolving them proactively and using your own judgement on when and what to escalate.
• Manage project financials, including tracking effort against budget and supporting change order processes where scope shifts.
• Run structured UAT and hypercare phases, ensuring a smooth handover from delivery to business-as-usual support.
• Contribute to continuous improvement of PMO processes and share learnings across the Professional Services team.

The must haves:

• Minimum 3 years' experience running end-to-end projects, ideally within software, SaaS, or technology implementations.
• An excellent communicator, comfortable managing a wide range of stakeholders — customers, partners and internal teams — and building genuine, productive relationships with each.
• Highly accountable and self-led — someone who takes ownership of outcomes, uses their own initiative, and doesn't need close supervision to stay on track.
• Strong organisational skills, with the ability to manage multiple projects and priorities at once.
• Sound commercial awareness, including experience managing project budgets, timelines and scope.
• A proactive, solutions-focused mindset — someone who spots problems early and brings solutions, not just issues, to the table.
• Fluent Dutch and English, with the confidence to manage stakeholder relationships and project communications in both languages.

What’s In it for You?

• Competitive salary (£60,000–£70,000) based on Mercer salary benchmarking data.
• Flexible, hybrid approach to working; split your time between the office and home.
• Excellent development opportunities and a great company culture.

What to expect from the interview process:

• Screening call with Talent Acquisition.
• 1st interview with the Hiring Manager (PMO Lead).
• Informal chat with a member of the Dutch-speaking team, to get a feel for the team and assess Dutch language proficiency (if needed).
• Final interview - panel with the Hiring Manager and a senior Project Manager.

Puzzel values trust, collaboration, and continuous improvement. We strive to foster an inclusive and diverse environment, where everyone is celebrated for who they are.