About this role
We are looking for a Lead Implementation Manager to own the end-to-end technical delivery of our software to external clients — from kick-off through to live, adopted, and referenceable. You will be the single point of accountability for each implementation: orchestrating the customer, our product and engineering teams, and third parties so that complex software lands cleanly, on time, and to the value the client signed up for. Own delivery of the implementation lifecycle for a portfolio of client accounts, from deployment, configuration, and testing through to training, adoption, and handover to ongoing support. Build and maintain robust delivery plans, RAID logs, and governance rhythms, proactively managing scope, timelines, dependencies, and risk in line with client regulatory and compliance frameworks. Use product analytics and business analysis to drive implementations to a clear "done" state, where the client is live, adopting the product, and realising intended outcomes. Act as the trusted senior point of contact for client stakeholders, from operational users through to executive sponsors. Manage expectations and navigate competing priorities, holding firm but constructive lines on scope and commercial boundaries. Translate fluidly between business intent and technical reality, ensuring clear communication between clients and internal teams. Work closely with product and engineering teams, validating releases, triaging issues, and representing customer technical needs with precision. Read and reason about configurations, data structures, integration patterns, and API behaviour well enough to scope work accurately and challenge estimates. Feed structured, prioritised insight back into the product roadmap based on real implementation experience. Produce clear, concise status and risk reporting for executive and leadership audiences, with a defensible view on RAG status, risk, and forecast. Surface escalations early, bringing options and recommendations to leadership. Codify best practice through playbooks, templates, and repeatable implementation methodology that raise the bar across the team.