Job Description
Role: Digital Implementation Manager — Operational Readiness, BAU Transition & Hypercare Lead
Shift Pattern: Full Time
Contract: 24M FTC
Location: Nottingham - 5 days on site
Closing Date: 10th July 2026R
Recruitment Partner: Matthew Nelligan
The Boots Digital Implementation team are looking for a Digital Implementation Manager - Operational Readiness BAU Transition & Hypercare Lead to play a key role in supporting a major digital transformation project across Boots.com.
This opportunity is a 24 month Fixed Term Contract, 37.5 hours-per-week role based at our Nottingham D90 head office.
Overview of Boots Digital and our role
Welcome to the Boots Digital team - an exciting team at the heart of Boots UK's growth plans. As customers are changing, so are we. We are focused on understanding our customers' needs, improving our digital channels and making the most of our great products and services to deliver a better online experience.
The Digital eCommerce Implementation Team sits at the heart of Boots.com, with responsibility for operational planning, testing, sign-off and implementation across our customer-facing digital channels.
This role sits within the Digital Implementation team and will report to the Cutover Lead. It will be responsible for ensuring BAU activity, operational readiness and hypercare are planned, protected and managed throughout a major digital transformation project.
About the opportunity
As the Operational Readiness, BAU Transition & Hypercare Lead, you will ensure critical day-to-day activity remains controlled while the business prepares for, executes and transitions through a major cutover.
You will collaborate across cutover, business, product and technology teams to drive operational readiness and ensure a safe, successful day-one launch.
Responsibilities
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Own the BAU protection model, ensuring critical day-to-day activity is prioritised and managed alongside cutover delivery.
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Define operational readiness for go-live, including support model, ownership, business validation, processes and escalation routes.
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Own the hypercare strategy, including entry/exit criteria, support rota, governance, reporting and issue management.
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Coordinate business validation, known issues, operational workarounds and handover into BAU.
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Provide go/no-go evidence on BAU resilience, operational readiness and hypercare confidence.
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Work with business and operational teams to manage the impact of maintaining current services while preparing to validate and operate the transformed capability.
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Ensure support teams have the knowledge, contacts, runbooks and escalation routes needed ahead of go-live.
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Define how post-cutover issues will be captured, triaged, owned and progressed through hypercare.
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Ensure BAU risks, capacity constraints and operational impacts are visible within cutover governance.
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Work with the Cutover Planning & Governance Lead to ensure operational readiness and hypercare plans are reflected in the integrated cutover plan.
About you
You will be an organised and pragmatic operational leader, with experience balancing delivery change with day-to-day business stability.
You will be comfortable working across business, technical and operational teams, and able to create clarity where ownership, process or support routes are unclear.
You will also have:
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Strong operational leadership experience in digital, technology, service, release, implementation or business readiness environments.
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Good understanding of BAU operations, service transition, incident management and hypercare.
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Ability to balance transformation delivery with operational stability and capacity constraints.
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Strong stakeholder management across business, technical and operational teams.
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Confidence identifying operational risks, support gaps, handover issues and capacity challenges.
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Ability to define practical support models, ownership routes, escalation paths and ways of working.
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Strong communication skills, especially when explaining operational risk, readiness or post-launch support requirements.
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A calm, pragmatic and structured approach under pressure, especially around go-live and post-launch support.
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Experience supporting major releases, cutovers, operational readiness activity or service transition would be beneficial.
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A continuous improvement mindset, with a desire to make BAU, hypercare and operational handover clearer and more effective.
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.
Benefits
We have a great range of benefits that go beyond salary and offer flexibility to suit you:
- Competitive salary
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Maternity / Paternity / Adoption leave pay
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Boots Pension Scheme
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Competitive holiday allowance
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Generous staff discount (Boots, Boot Opticians and Boots Hearing Care)
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£100 gift card for colleagues expecting/adopting a baby
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Access to corporate discounts, including retail, cinema, holidays etc (UK only)
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Discretionary annual bonus scheme
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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)
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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.
Why Boots
Our mission is to help everyone to feel good. This starts internally – with every colleague and every team. In our stores and pharmacies, our warehouses and our Support Office, we work together, putting our customers first and our colleagues at the heart of everything we do. We aim to attract, develop and retain the best people, with a huge range of opportunities for you to continue to grow with us… just bring your passion and commitment and we’ll do the rest.
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.
We offer a variety of flexible working patterns to support our colleagues to achieve a good work life balance, just speak to our Recruitment team to find out more.
What’s next
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email.
