Sr.Implementation Manager

The Implementation Manager is accountable for the successful delivery of complex, high‑impact client implementations, including new business awards, re‑implementations, and significant operational or system changes. The role provides senior‑level leadership across implementations by translating contractual and commercial requirements into scalable operational, technical, and organizational readiness.

In addition to leading individual implementations, the Implementation Manager acts as a mentor and escalation point for lower‑level Implementation Managers, supports the development of standardized implementation frameworks, and provides continuity of leadership by acting in place of the Regional Director or Manager of Implementation during periods of absence. The role operates with a high degree of autonomy and is expected to exercise sound judgment across risk management, stakeholder alignment, and global implementation outcomes.

-       Lead end‑to‑end implementation delivery from contract award through go‑live, hypercare, and transition to steady‑state operations for complex and strategic implementations.

-       Provide global ownership and oversight of implementation execution, including allocation and delegation of implementation scope to Implementation Managers across regions, ensuring alignment to capacity, complexity, and expertise.

-       Act as a mentor and functional leader to lower‑level Implementation Managers by providing guidance, coaching, quality oversight, and escalation support throughout the implementation lifecycle.

Act as the acting implementation leader in the absence of the Regional Director or Manager of Implementation, ensuring continuity of decision‑making, prioritization,-       stakeholder communication, and facilitating or running team meetings as required, including leadership, prioritization, and status forums.

-       Develop, own, and govern implementation project plans, schedules, and deliverables, coordinating resources across Operations, Technology, Sales, Finance, and external stakeholders.

-       Ensure implementation strategies, methodologies, and deliverables are applied consistently across all participating regions, stations, and operational teams.

-       Identify, assess, and escalate risks related to scope, operational readiness, systems, financial exposure, and service performance; drive mitigation plans to resolution.

-       Support the development, standardization, and continuous improvement of Implementation department SOPs, project plan templates, and team policies to drive consistency, scalability, and operational readiness.

-       Oversee the creation, review, and governance of implementation documentation and Standard Operating Procedures (SOPs) to ensure operational compliance, knowledge transfer, and audit readiness.

-       Partner with Technology and Solution Engineering teams to validate integration scope, reporting requirements, and system readiness aligned with contractual commitments.

-       Monitor implementation progress through defined reporting mechanisms, dashboards, and project management tools; ensure data integrity and transparency for leadership visibility.

-       Serve as a senior escalation point for implementation‑related issues, balancing client expectations, operational capability, and commercial risk.

-       Lead post‑implementation reviews, including operational and financial performance assessments, and contribute to cross‑regional continuous improvement initiatives.

-       Maintain awareness of evolving tools, systems, and industry practices impacting implementation delivery.

Perform other related duties as required.