Head of Implementations
The Role
We’re looking for an exceptional delivery leader to scale the next generation of our Implementation function. This is a strategic leadership position responsible for performance, people, process, and scalability across a multi-product implementation portfolio.
You’ll inherit strong team leads and processes, your role is to elevate the people, create clarity, accountability, predictable KPIs, and a delivery model that scales without dependency on individuals.
Key Responsibilities
Delivery Performance & Operational Ownership
* Full accountability for implementation performance across all product lines
* Own timeline predictability and delivery quality
* Enhance and embed KPI frameworks across all delivery teams
* Lead capacity modelling and forward planning
* Create consistent reporting rhythms for executive visibility
Direct line management of Team Leads
* Develop leaders who operate autonomously and confidently
* Build succession pathways
* Responsible for team OKRs that are outcome-focused, measurable, and aligned to company strategy
Process & Systems Architecture
* Own and evolve the Implementation process
* Design scalable onboarding frameworks for new products
* Support the standardisation of delivery methodology across product streams
Cross-Functional Leadership
* Partner with Sales to refine handover quality and expectation setting
* Collaborate with Support to develop seamless transition into BAU
* Feed implementation insight back into Product for roadmap influence
* Represent Implementations in senior leadership discussions
Strategic Scaling & Investment Readiness
* Grow a structure capable of supporting significant growth
* Build middle management capability
Skills, Experience & Attributes
Essentials
* Experience leading multi-team implementation or delivery functions in SaaS
* Proven track record of building leaders
* Strong operational design and KPI framework development
* Experience designing delivery processes for new product launches
* Clear communicator
Valuable
* Experience in education technology or B2B SaaS
* Familiarity with Monday.com or similar delivery management platforms
* Background in building functions through high-growth or investment stages
* Experience collaborating with Product, Sales, and Support at a strategic level
* Business Skills – Large implementations, finance system, budgeting etc
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