Project Manager (Dutch-speaking)

Job description

Project Manager (Dutch-speaking) London, UK (hybrid) · £60,000 – £70,000 Puzzel: The Low-Down 🔍 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. With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics; growing rapidly in the UK and we are already seeing some great success in the Netherlands since opening the entity in mid-2024, but our ambition is to become the clear European market-leader in the coming years 🚀 Why we’re proud Recognised as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar 2024 CX Awards Winner, ‘ Best Mid-Market Contact Center Platform’ Puzzel was recognised as the 'most innovative European-founded CCaaS provider ' and top 3 globally by Frost & Sullivan in 2023 Best Practices Company of the Year 2023 Consistently high Glassdoor rating Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa , placing 16th overall for work:life balance in 2025! We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness Read more about us here . What you'll do 🏡💻 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 💪 Experience matters most to us for this role. We're looking for someone who has genuinely run projects - not just supported them - and who brings strong relationship-building and communication skills to a partner-first way of working. 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. The location London office (hybrid). We're looking for someone comfortably commutable to our London office - ideally based within the M25 - with regular travel to customer and partner sites in the UK and the Netherlands as needed (travel costs covered). What’s In it for You? 💰 You'll join a growing, international business at a genuinely exciting stage — with real autonomy to shape how you deliver projects, backed by an established PMO framework and a supportive Professional Services team. We trust our people: you won't be micromanaged here, but you will be expected to own your outcomes and use your initiative. This is a role for someone who wants genuine ownership, not just a task list. 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 You get to be part of a fun, driven and supportive team Annual Summer and Christmas parties 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 🎯 Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us. Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners. Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally. Diversity & Inclusion 🌍 We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background. Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this? Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months. We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023. We are partnering with the likes of Flexa , who have significantly higher-than-average talent pools of candidates from diverse backgrounds. We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria. By raising awareness and transparency, we are hoping to further attract a diverse workforce. We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know. One Last Thing ☝🏻 Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt. Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for. By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.