Senior Manager, IT Implementation
Leads global IT implementation teams and owns post-sales delivery strategy for SaaS products from kickoff through go-live. Requires 10+ years in professional services, customer onboarding, or technical delivery leadership, plus experience managing managers and scaling distributed teams.
About the job
Responsibilities
- Lead and mentor a global team of managers, team leads, and implementation specialists.
- Own the strategy and execution of IT SaaS implementations from client kickoff through go-live.
- Identify and mitigate implementation risks and act as an escalation point for complex client implementations and technical issues.
- Partner with Product, Sales, Engineering, and Customer Success to improve delivery processes and client outcomes.
- Ensure seamless transitions from sales to implementation, account management, and customer support.
- Develop, monitor, and manage key performance metrics, including SLAs.
- Build and execute quarterly plans aligned with business objectives.
- Hire, mentor, and grow high-performing implementation teams.
- Create and optimize playbooks, tooling, and frameworks for consistency, efficiency, and scalability.
- Drive best practices in project management, change management, and client communication.
- Foster a customer-focused culture that maximizes product adoption.
Requirements
- 10+ years of professional experience in Professional Services, Customer Onboarding, or Technical Delivery leadership within a SaaS or technology consulting organization.
- At least 2 years leading and developing people managers in a customer-facing organization.
- Experience hiring and overseeing distributed global teams.
- Proven success scaling teams and maintaining SLAs and other performance metrics.
- Data-driven approach to developing, tracking, and optimizing performance metrics.
- Strong communication, organization, initiative, judgment, and follow-through.
- Ability to work effectively with diverse internal and external stakeholders and handle ambiguity.
- Willingness to take a hands-on approach across a range of initiatives.
Nice to Have
- Expert knowledge of IT systems, including MDM, identity management, SSO, provisioning, and SaaS application administration.
Compensation
- Competitive salary, benefits, and equity.
- US salary range varies by location and other factors, with compensation aligned to applicable geographic tiers.
Skills
SaaS, Professional Services, Customer Onboarding, Technical Delivery, Identity Management, Mobile Device Management, Single Sign-On, Provisioning, Saas Administration, Project Management, Change Management, Service-Level Agreements
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