L
London Stock Exchange
Manager of Implementation Management (Americas)
Skills
WorkdayServiceNowProcess Improvement
2 months ago
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Important information
Contract type:
Permanent
Salary:
$171,500 – $285,900 / year
Location:
New York, NY, USA
Work mode:
Onsite
Published on:
12 August 2026
What they need
- The Manager – Implementation Management leads a high-performing, client-facing team responsible for delivering complex customer implementations, migrations, and upgrade programs across the Americas region
- This role ensures seamless execution of strategic and revenue-driven initiatives, acting as a trusted partner to customers and an internal advocate to deliver exceptional outcomes
- The Customer Implementation Management team operates across a portfolio of strategic clients, driving end-to-end delivery of implementation and migration programs
- The team partners closely with Sales, Customer Success, Order Management, and technical teams to execute both customer-driven and strategic initiatives, ensuring efficient and high-quality delivery aligned to business objectives
- Lead and manage a geographically distributed team across the Americas, driving performance, accountability, and engagement
- Ensure successful delivery of customer implementations, migrations, and technical programs aligned to business and client objectives
- Act as the senior escalation point for customer, partner, and internal delivery issues
- Build strong relationships with key customers, ensuring high-quality experience across all implementation activities
- Partner closely with Sales, Account Management, Customer Success, and internal teams to drive seamless delivery
- Represent the customer within the organization, ensuring alignment and advocacy across stakeholders
- Drive consistent execution across a portfolio of projects and BAU activities, ensuring adherence to timelines, quality, and performance standards
- Own and improve implementation performance metrics, including ServiceNow delivery and operational KPIs
- Lead process standardization and continuous improvement initiatives to enhance efficiency and scalability
- Identify and drive process improvements, automation opportunities, and operational enhancements
- Support strategic programs and initiatives, including large-scale migrations and platform upgrades
- Embed best practices and scalable frameworks to support business growth
- Coach and develop team members, fostering a culture of accountability, collaboration, and continuous learning
- Build a strong talent pipeline and support career development across the team- Excellent stakeholder management, communication, and influencing skills
- Experience delivering complex, multi-stream projects in a global environment
- Strong track record in customer-facing roles, ideally within implementation, delivery, or service management
- Proven leadership experience managing diverse, geographically distributed teams
- Strong operational mindset with the ability to prioritise, multi-task, and perform in a mission-critical environment
- Ability to drive collaboration and alignment across multiple internal and external stakeholders
- Good understanding of LSEG products, systems, and processes (preferred)
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