Senior Implementation Manager
Position Summary

The Senior Implementation Manager is responsible for leading a portfolio of complex client implementations while managing a team of Project Managers and Implementation Leads. This role oversees multiple concurrent projects, ensures operational excellence, drives client satisfaction, and establishes scalable delivery processes. The ideal candidate combines strategic leadership, program management expertise, and strong cross-functional collaboration skills to deliver projects on time, within scope, and within budget.

Key Responsibilities
Leadership & Team Management
Lead, mentor, and develop a team of Project Managers and Implementation Specialists.
Provide coaching, performance feedback, and career development planning.
Establish project management standards, methodologies, and best practices.
Allocate resources effectively across multiple projects and priorities.
Foster a culture of accountability, collaboration, and continuous improvement.
Program & Project Oversight
Oversee multiple simultaneous implementation projects from kickoff through go-live and post-launch support.
Ensure projects are delivered on schedule, within budget, and aligned with client expectations.
Monitor project health, risks, dependencies, and escalations across the portfolio.
Drive governance processes including status reporting, executive updates, and stakeholder communication.
Develop and maintain implementation roadmaps, timelines, and resource plans.
Client & Stakeholder Management
Serve as a senior point of contact for key clients and executive stakeholders.
Build strong customer relationships and ensure high levels of client satisfaction.
Lead executive steering meetings, business reviews, and implementation planning sessions.
Collaborate cross-functionally with Sales, Product, Engineering, Operations, and Support teams.
Manage escalations and resolve complex client or operational issues.
Process Improvement & Strategy
Identify opportunities to improve implementation processes, tools, and workflows.
Drive operational efficiency and scalability across implementation functions.
Establish KPIs and metrics to measure project success and team performance.
Contribute to strategic planning and organizational growth initiatives.
Support change management and adoption strategies for clients and internal teams.
Required Qualifications
Bachelor’s degree in Business, Information Systems, Engineering, or related field.
7+ years of project or implementation management experience.
3+ years of people management experience leading Project Managers or implementation teams.
Proven experience managing multiple large-scale, concurrent projects.
Strong knowledge of project management methodologies (Agile, Waterfall, Hybrid).
Exceptional communication, leadership, and stakeholder management skills.
Experience with project management tools such as Jira, Smartsheet, Asana, Monday.com, or MS Project.
Ability to prioritize effectively in a fast-paced environment.

Preferred Qualifications
PMP, PgMP, Agile, Scrum, or related certification preferred.
Experience in SaaS, enterprise software, construction, energy, healthcare, manufacturing, or related industries.
Strong analytical and problem-solving capabilities.
Experience leading enterprise or cross-functional transformation initiatives.
Familiarity with implementation lifecycle management and client onboarding strategies.

Key Competencies
Strategic Leadership
Program Management
Resource Planning
Risk Management
Client Relationship Management
Executive Communication
Team Development
Process Optimization
Change Management
Cross-Functional Collaboration

Success Metrics
On-time and on-budget project delivery
Client satisfaction and retention
Team engagement and performance
Implementation cycle time reduction
Escalation resolution effectiveness
Portfolio health and forecasting accuracy