Project Manager - Insurance & SaaS Delivery

About this role

Shift delivers AI agents that transform insurers' most critical work. By combining deep industry expertise and unmatched data resources, Shift provides proven results that have earned the trust of hundreds of the world's leading insurers. Our insurance-grade AI is accurate, explainable, and secure—empowering human experts to move with unmatched speed, total confidence, and a renewed focus on the people they serve.

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Our culture is built on innovation, trust, and a drive to transform the insurance industry through our SaaS platform. We come from more than 50 different countries and cultures and together we are creating the future of insurance.

Learn more at www.shift-technology.com

Your Role

As part of the UK Delivery team, you will independently own complex, client-facing enterprise software implementations for some of the UK’s largest insurers.

This is a hands-on delivery role. You will turn contractual commitments and customer requirements into credible delivery plans, keep complex programmes moving when priorities or dependencies change, and connect Shift’s Delivery, Data Science, Product, Engineering and Go-To-Market teams with senior customer stakeholders.

We are looking for an experienced Project Manager who has already led difficult enterprise SaaS or software implementations, can confidently challenge unsupported commitments, and brings clear options and recommendations rather than simply escalating problems.

This is not primarily a PMO, reporting or project-coordination role.

What You’ll Do

• Own complex client implementations end to end, from discovery and scope validation through delivery, testing, go-live, stabilisation and handover.

• Act as the senior Delivery point of contact for customers, including governance meetings, Steering Committees, recovery discussions and difficult conversations around scope, dates and dependencies.

• Build and maintain credible delivery plans covering milestones, dependencies, decisions, RAID, acceptance criteria, testing, release readiness and customer actions.

• Connect Delivery, Data Science, Product, Engineering, GTM and customer teams, ensuring the right technical experts own technical answers while Delivery owns programme coordination and execution.

• Identify delivery, resource, commercial and customer risks early and bring clear options, impacts and a recommendation.

• Challenge unsupported customer, Sales or internal commitments before they become external promises.

• Manage scope changes commercially, understanding the impact on effort, resources, timelines, margin and customer commitments.

• Drive actions and decisions to closure with clear owners and dates.

• Communicate complex delivery situations concisely and confidently to senior customer and internal stakeholders.

• Manage several clients or workstreams simultaneously without losing control of priorities, critical paths or customer outcomes.

• Support opportunity shaping and Statements of Work by validating assumptions, scope, methodology, resources, timelines and delivery feasibility.

• Improve UK Delivery through reusable processes, templates, automation, AI and practical continuous improvement.

You’ve Got What It Takes If You

• Have at least 7 years of project or programme delivery experience, including a strong track record owning complex client-facing enterprise SaaS or software implementations.

• Have personally managed projects from discovery and scope through build, testing, go-live and stabilisation, rather than primarily working in PMO, governance or coordination roles.

• Have experience working directly with senior customer stakeholders, including difficult conversations, escalations and changes to commitments.

• Can demonstrate experience recovering projects or workstreams that were off-track, including what you personally changed and the outcome.

• Have made delivery trade-offs across scope, timeline, resources, cost and quality, and understand the commercial consequences.

• Have direct experience with Statements of Work, scope control and commercial change.

• Can independently work across Product, Engineering, Data, Analytics or Data Science, Sales/GTM and customer teams while keeping technical accountability with the appropriate experts.

• Communicate complex situations clearly, concisely and confidently to executive, Steering Committee and technical audiences.

• Are comfortable operating in ambiguity and can bring options and recommendations rather than simply escalating problems.

• Can manage several complex clients or workstreams simultaneously without constant management intervention.

• Have improved delivery through repeatable processes, templates, workflows, automation or other practical changes.

• Have experience within insurance or InsurTech. Strong candidates from other regulated enterprise SaaS environments should demonstrate particularly strong client delivery, commercial judgement and project-recovery experience.

Useful Experience

• Insurance fraud, claims, underwriting, data science or AI-enabled software.

• Enterprise SaaS implementation.

• Salesforce, Jira, Atlassian, Asana or similar delivery tooling.

What Good Looks Like

• Risks are surfaced early with impact, options and a recommended action.

• Customers receive concise, confident and evidence-based updates.

• Plans reflect delivery reality rather than outdated assumptions.

• Actions and decisions always have clear owners and dates.

• Delivery coordinates the programme while technical teams own technical answers.

• Scope changes are understood commercially before commitments are made.

• Difficult conversations happen early rather than after dates are missed.

• Escalations come with options and recommendations.

• Several clients can be managed without constant management intervention.

• Repetitive work becomes templated, automated or removed.

• Lessons from one implementation improve the next.

Interview…