Manager of Implementation Management

Who you are

• Proven leadership experience managing diverse, geographically distributed teams
• Strong track record in customer-facing roles, ideally within implementation, delivery, or service management
• Excellent stakeholder management, communication, and influencing skills
• Experience delivering complex, multi-stream projects in a global environment
• Strong operational mindset with the ability to prioritise, multi-task, and perform in a mission-critical environment
• Good understanding of LSEG products, systems, and processes (preferred)
• Ability to drive collaboration and alignment across multiple internal and external stakeholders

What the job involves

• 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