Implementation and Delivery Manager

Overview

Lead and manage SaaS implementation delivery, ensuring quality, timeliness, and client satisfaction.

Key Responsibilities

• playbooks
• process improvement
• automation
• capacity planning
• kpi tracking
• customer satisfaction

Tasks

-Develop and maintain playbooks, templates, and best practices to support repeatable, high-quality implementations. -Continuously evaluate and refine implementation processes, ensuring consistency, efficiency, and alignment to ISO and internal quality standards. -Lead, mentor, and develop a team of Implementation Specialists to deliver high-quality SaaS implementations on time and within scope. -Lead initiatives to optimize delivery workflows, reduce manual effort, and increase scalability through automation. -Champion the voice of the customer, bringing insight and feedback into delivery process improvements and product enhancements. -Oversee resource forecasting, capacity planning, and workload balancing across projects to meet timelines and client expectations. -Partner with Sales, Product, and Development teams to ensure seamless client handoffs, alignment on scope, and efficient delivery planning. -Act as the escalation point for key client issues, coordinating resources and managing resolution plans that protect relationships and outcomes. -Contribute to strategic planning for professional services, identifying opportunities to improve delivery margins and scalability. -Track key delivery KPIs and provide insight to leadership on trends, risks, and improvement areas. -Set clear performance expectations, coach for excellence, and build a culture of ownership and accountability. -Drive exceptional customer satisfaction (CSAT/NPS) through proactive engagement during onboarding and go-live. -Monitor and report on delivery performance metrics (on-time delivery, client satisfaction, team utilization, revenue recognition). -Ensure your team achieves monthly and annual services revenue and margin targets, maintaining profitability while delivering excellent client outcomes.

Requirements

• saas
• agile
• pmp
• jira
• hubspot
• advanced excel

What You Bring

-Experience implementing SaaS solutions for municipal or public sector clients in North America. -5+ years of experience in implementation, project delivery, or program management within a SaaS, software, or technology-driven organization. -Strong understanding of project management principles and delivery methodologies (Agile, Scrum, or Waterfall). -Excellent communication, stakeholder management, and organizational skills. -Proficiency in French or Spanish. -Familiarity with website or web application technologies such as responsive design, structured data, SEO, accessibility, analytics, or security standards. -PMP or equivalent certification. -Demonstrated ability to manage escalations and drive successful resolution of client issues. -Knowledge of the software development lifecycle and SaaS business operations. -Certifications such as Certified associate in project management (CAPM) or Scrum Master (CSM). -3+ years of experience managing people in implementation, professional services, or delivery teams. -Proven ability to plan and manage team capacity and resourcing, balancing workload across multiple projects to meet timelines and client expectations. -Experience working with Jira, Confluence, HubSpot, or similar digital task tracking and CRM tools. -Proven track record of process improvement, automation, and scaling delivery teams. -Advanced Excel and data analysis skills, with the ability to model capacity, forecast workload, and track delivery performance metrics.

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About Ghd

-With a focus on innovation, it integrates expertise across various sectors to deliver world-class solutions. -The organization is known for tackling large and complex projects, such as designing bridges and tunnels and constructing energy-efficient buildings. -Notable projects include infrastructure development for major cities and energy-efficient solutions for industrial facilities. -The organization continues to expand its digital and technological capabilities to ensure solutions are cutting-edge and sustainable.

Sector Specialisms