Digital Implementation Manager – Operational Readiness, BAU Transition & Hypercare Lead
Contract: 24 months Fixed Term Contract (Full time, 37.5 hours per week).
Location: Nottingham – 5 days on site.
Responsibilities
- Own the BAU protection model, ensuring critical day‑to‑day activity is prioritised and managed alongside cutover delivery.
- Define operational readiness for go‑live, including support model, ownership, business validation, processes and escalation routes.
- Own the hypercare strategy, including entry/exit criteria, support rota, governance, reporting and issue management.
- Coordinate business validation, known issues, operational workarounds and handover into BAU.
- Provide go/no‑go evidence on BAU resilience, operational readiness and hypercare confidence.
- Work with business and operational teams to manage the impact of maintaining current services while preparing to validate and operate the transformed capability.
- Ensure support teams have the knowledge, contacts, runbooks and escalation routes needed ahead of go‑live.
- Define how post‑cutover issues will be captured, triaged, owned and progressed through hypercare.
- Ensure BAU risks, capacity constraints and operational impacts are visible within cutover governance.
- Work with the Cutover Planning & Governance Lead to ensure operational readiness and hypercare plans are reflected in the integrated cutover plan.
Qualifications and Experience
- Strong operational leadership experience in digital, technology, service, release, implementation or business readiness environments.
- Good understanding of BAU operations, service transition, incident management and hypercare.
- Ability to balance transformation delivery with operational stability and capacity constraints.
- Strong stakeholder management across business, technical and operational teams.
- Confidence identifying operational risks, support gaps, handover issues and capacity challenges.
- Ability to define practical support models, ownership routes, escalation paths and ways of working.
- Strong communication skills, especially when explaining operational risk, readiness or post‑launch support requirements.
- A calm, pragmatic and structured approach under pressure, especially around go‑live and post‑launch support.
- Experience supporting major releases, cutovers, operational readiness activity or service transition would be beneficial.
- A continuous improvement mindset, with a desire to make BAU, hypercare and operational handover clearer and more effective.
Benefits
- Competitive salary
- Maternity / Paternity / Adoption leave pay
- Boots Pension Scheme
- Competitive holiday allowance
- Generous staff discount (Boots, Boot Opticians and Boots Hearing Care)
- £100 gift card for colleagues expecting / adopting a baby
- Access to corporate discounts, including retail, cinema, holidays etc (UK only)
- Discretionary annual bonus scheme
- Access to our Employee Assistance Programme
- Flexible benefits scheme (via salary sacrifice) including financial wellbeing support, gym membership, dental cover, life assurance, restaurant discount cards, activity passes, holiday buying and much more (exclusions may apply, eligible roles only)
- Onsite staff shop, opticians, gym, coffee shops, cafeteria, dry cleaning service and excellent travel links
All rewards and benefits are subject to change and eligibility.
Diversity, equity and inclusion is at the centre of everything we do in our business. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all.
Please note: with our digital channels available for customers 24 hours a day, working times may vary at key points in the transformation lifecycle, including rehearsals, go‑live activity, hypercare and early‑morning or out‑of‑hours support where required.
