Role Overview 🚀

The Implementation Services Manager will manage the relevant Implementation Services function or sub-function by leading Team Leads, owning functional performance, capacity health, standards adoption and escalation discipline. The role ensures Team Leads are equipped and accountable to manage their consultant teams effectively, while maintaining predictable delivery, quality and continuous improvement across the function.

Responsibilities 🤘

• Line manage, coach and develop Team Leaders and direct reports, ensuring clear expectations, strong performance, capability growth and succession planning.
• Directly manage assigned individual contributors, providing performance management, coaching, development, workload oversight and delivery support.
• Own delivery performance across the relevant Implementation Services function or sub-function through the Team Lead layer.
• Ensure Team Leads are managing workload, WIP, quality, risks and team health consistently.
• Own the functional capacity view across teams, escalating priority trade-offs where demand exceeds available supply.
• Embed implementation methodology, delivery standards, documentation expectations and quality controls across teams.
• Resolve cross-team blockers, systemic issues and escalations that cannot be resolved at Team Lead level.
• Partner with Project Management, Solution Consulting, QA, Solution Architecture and Head of Operations to ensure handovers, delivery readiness and capacity risks are visible.
• Consolidate and report functional delivery performance, utilisation, quality, capacity and improvement metrics to senior stakeholders.
• Use delivery trends, rework, blocker patterns and quality data to drive continuous improvement.
• Ensure capability development plans are in place across teams, using performance, quality and delivery trends to identify training and coaching priorities.
• Lead implementation of functional change initiatives and ensure new standards, processes and ways of working are embedded consistently across teams.

What are we looking for? 🔎

• Experience delivering SaaS implementations in an Implementation Consultant, Solution Architect, delivery lead, or similar role, with accountability for milestones and quality.
• Strong working knowledge of delivery methodology (phases, milestones, governance, change control) and what “good” looks like in scalable delivery.
• Demonstrated ability to lead and coach cross-functional delivery teams (Solution Architects, Implementation Consultants, QA, Data) and drive consistent execution.
• Proven ability to identify and resolve delivery blockers and risks early, escalating with clear options and recommendations.
• Experience partnering closely with Project Managers and Solution Consulting to ensure clean handover, shared understanding of scope, and effective governance.
• A quality-first mindset, with experience implementing QA practices, documentation standards, and continuous improvement to reduce rework.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow.

Our interview process

• ✌ Initial call with the Talent team
• ⏳ Interview with the hiring manager and a member of the team
• 🤩 Final interview with the Director.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

We are a proud member of the Disability Confident employer scheme.

If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.