Implementation Manager

Description

Main Responsibilities:

• Defines and maintains the MEA regional Implementation practice strategy, in collaboration with other global professional services leaders
• Collaborates with other MEA regional leaders in departments such as Success, Sales and Operations.
• Partners with PMO and Engagement Management teams on project scope and required resources
• Contributes to the sales cycle where appropriate to explain the implementation processes and ensure customer readiness
• Leads and directs a high performing implementation consulting team (approximately 5-10 direct reports)
• Leads team meetings and facilitates appropriate awareness of company / team news among consultants
• Maintains a high level of employee satisfaction, developing star performers and implementing strategies for under-performers
• Is an escalation point regarding implementation consultants, for both internal and external stakeholders
• Seeks to enhance soft skills across the team as it relates to improving implementation effectiveness and impact
• Ensures a high level of product expertise in line with platform development and delivery pipeline requirement
• Maintains own and team performance against billable utilisation and other key business metrics such as on-time timecard submission and project delivery milestones, introducing strategies to enhance performance
• Assures implementation delivery standards are upheld and takes action when standards are not met
• Analyses project feedback and data to enhance project delivery methodology
• Provides authoritative solution recommendations for platform design and configuration, ensuring all goals are met and that client expectations regarding platform use cases and functionality are fulfilled

Desired Skills and Experience:

• Business level fluency in both English and Arabic (mandatory)
• Strong leadership and people management skills with experience as a direct line manager or mentor (mandatory)
• Recent employment experience in the MEA region, consulting with both private and public sector businesses
• Experience in enterprise software deployment management and/or implementation from a Success or Professional Services background
• Excellent written and verbal communication skills; highly competent and confident presenter
• Ability to work independently and as a member of a team, within region and across regions
• Ability to work effectively under tight deadlines and juggle several assignments simultaneously
• Demonstrate experience and a passion for the CXM space
• Passion for solving client and internal challenges, and commitment to customer delight

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