Implementation Specialist in North East

The Implementation Specialist supports NHS Trusts, Integrated Care Systems and other healthcare organisations to successfully adopt NHS Supply Chain products, services, and digital solutions. Acting as a key link between customers and NHS Supply Chain teams, the role leads implementation activities, manages customer transitions and account changes, and supports the delivery of initiatives that improve procurement efficiency, product availability and operational resilience. The role works closely with customers and internal stakeholders to drive adoption of savings opportunities, support digital transformation, provide guidance on data and business intelligence tools, and ensure a seamless customer experience throughout change programmes and service developments.

Key responsibilities include:

• Support the successful adoption of NHS Supply Chain products, services and savings opportunities.
• Lead and coordinate customer implementation activities, ensuring smooth transitions and delivery against agreed timescales.
• Manage customer account changes, including mergers, transfers and service transitions.
• Drive customer engagement with digital platforms, dashboards and business intelligence tools.
• Collaborate with customers and internal teams to improve demand planning, supply resilience and product availability.
• Provide project support for regional and national implementation programmes.
• Build strong customer relationships and act as a trusted point of contact throughout implementation and change activities.
• Contribute to service improvement initiatives and the development of future customer solutions.
• Work across NHS Supply Chain functions to deliver a consistent and high-quality customer experience.

This role offers a unique opportunity to contribute to the efficiency and sustainability of NHS procurement, while working in a dynamic, collaborative environment. Every day you will:

• Build strong relationships with NHS Trusts, ICSSs and internal NHS Supply Chain teams to support successful customer outcomes.
• Coordinate and deliver implementation activities, ensuring customers are effectively supported through change and transition programmes.
• Support the adoption of NHS Supply Chain products, services and savings opportunities to maximise customer value and benefits.
• Provide guidance and support to customers using NHS Supply Chain digital tools, dashboards and reporting solutions.
• Work collaboratively with colleagues across Customer Services, Inventory Management, Logistics, Digital and Category teams to resolve issues and deliver seamless customer experiences.
• Support customer account changes, including mergers, transfers and other organisational transitions, ensuring activities are completed within agreed timescales.
• Help customers improve demand planning and product availability by promoting best practice and supporting demand capture initiatives.
• Contribute to implementation projects and service improvement programmes, ensuring milestones, actions and customer expectations are managed effectively.
• Deliver training, engagement sessions and ongoing support to help customers maximise the benefits of NHS Supply Chain solutions.
• Identify opportunities to improve processes, customer journeys and service delivery, sharing insight and recommendations with colleagues and stakeholders.
• Participate in regional and national working groups, supporting collaboration and the development of future services and solutions.
• Plan and prioritise your workload effectively to balance customer commitments, project delivery and business objectives.

What can we offer you?

• Hybrid working opportunities, giving you the flexibility to work collaboratively in the office and remotely.
• Annual bonus schemes, long service, and colleague recognition awards.
• In-house training, support, and access to external qualifications to maximise your potential.
• 1 day of paid well-being leave and free access to the 24/7 Employee Assistance Programme.
• Generous pension scheme (with us contributing 12% when you contribute 6%).
• Access to our Flexible Benefits Scheme, where you can choose from a variety of benefits such as Life Insurance, Critical Illness Cover, Income Protection, Health Cash Plan, Dental Insurance, and additional pension contributions that suit you.
• 2 days of paid volunteering leave allowing you to give back to your community.
• Access to many discounts from the Blue Light Card to NHS Discounts.

NHS Supply Chain, who are we?

Our role is to support the NHS to save lives and improve health. We are a part of the NHS family, and our role is to source, deliver and supply healthcare products, services and food for NHS trusts and healthcare organisations across England and Wales. We serve every NHS Trust and operate a national network of distribution centres, managing relationships with more than a thousand suppliers and delivering more than 8,000,000 orders each year to more than 17,000 locations. Doing all of this on behalf of the NHS gives NHS staff more time to focus on their main priority of providing excellent patient care.

What skills will help you thrive in this role?

• Stakeholder Management: Build trusted relationships with NHS Trusts, ICSSs, and internal teams, influencing and collaborating effectively.
• Customer Success & Engagement: Drive adoption of products, services, and savings opportunities while ensuring positive customer outcomes.
• Project & Implementation Management: Coordinate implementations, transitions, and change activities, keeping delivery on track and within timescales.
• Change Management: Support customers through mergers, transfers, service changes, and new ways of working.
• Communication & Training: Deliver clear guidance, training sessions, and stakeholder updates to support adoption and engagement.
• Data & Digital Literacy: Confidently use dashboards, reporting tools, and data insights to support decision-making and customer value.
• Problem Solving & Continuous Improvement: Identify opportunities to improve processes, customer journeys, and service delivery.
• Organisation & Prioritisation: Manage multiple customer commitments, projects, and deadlines effectively in a fast-paced environment.

Our Inclusive Commitment

At NHS Supply Chain, we are committed to building an inclusive environment where difference is not only valued, but celebrated, giving everyone the opportunity to thrive in their career. Developing our people is key to our success, so if this role sounds like the right next step in your career but your experience doesn’t match perfectly with the job advert, we encourage you to still apply.

Struggling to complete our application form, and require additional support? Reach out to our Talent Acquisition team at careers@supplychain.nhs.uk who will be happy to help you with alternative ways to apply.

We reserve the right to close any vacancy from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role.