Implementation Manager Position/Title: Implementation Manager Organisation: Think Eleven Limited Reporting to: Managing Director Location: Spectrum 5, Spectrum Business Park, Co. Durham, SR7 7TT Terms: Permanent, 37.5 hours per week Salary: Up to £45,000 p.a. depending on experience Benefits: At least 80% (4:1) office-based with flexible & hybrid working 25 days holiday plus 8 statutory bank holidays Company Pension Additional benefits including Westfield Heath, Death in Service and Tusker Volunteering Day Free onsite parking Free refreshments Training & development as required Shared rewards Team social events About Think Eleven Limited, Part of TTC Group Think Eleven create and host web-based training, skills & competency management software (SkillStation). We work with some of the world’s most recognisable brands such as Rolls-Royce, Siemens Energy, and many others. Our USP is the combination of SkillStation, plus our expertise in Competency Management and helping our clients develop a transformational Competency Framework, which is then migrated into their SkillStation account. Our company name originated from client feedback where we scored “eleven out of ten”. Our approach and culture are founded on positive behaviours and values that we exhibit both internally and externally. We are experiencing strong growth from UK and overseas markets and exciting challenges with each new client, hence the need for this and other important roles. The successful candidate will have the right cultural and behavioural alignment, in addition to the knowledge, skills, competencies and experience required to drive our business forward. You will play an important role in supporting the growth and change within our business, joining a busy department on a journey of transformational change. The Role You will lead and support our team of Implementation Consultants to deliver an exceptional onboarding customer experience, ensuring that customers are supported through a seamless onboarding journey Key Responsibilities • Lead, coach, and develop a team of implementation specialists • Set performance goals, conduct reviews, and support professional development • Allocate resources effectively across projects • Oversee end-to-end implementation projects from planning to delivery • Ensure timelines, budgets, and deliverables are met • Identify risks and implement mitigation strategies • Act as a senior point of contact for clients during implementations • Build strong relationships with clients and internal teams (e.g., sales, product, support) • Manage expectations and ensure clear communication throughout projects • Maximise customer retention through ongoing service delivery • Develop and optimise implementation processes, tools, and methodologies • Drive efficiency, scalability, and consistency across projects • Monitor KPIs and continuously improve team performance • Ensure all implementations meet quality standards and business requirements • Conduct post-implementation reviews and gather feedback • Resolve escalations and complex issues • Provide regular updates to senior leadership on project status and team performance • Contribute to strategic planning and growth initiatives • Support pre-sales activities where implementation expertise is required Key Skills & Experience • Proven experience in implementation, project management, or delivery roles • Strong leadership and people management skills • Excellent communication and stakeholder management abilities, demonstrated in customer facing roles. • Experience with project management methodologies (e.g., Agile, PRINCE2) • Strong problem-solving and decision-making skills • Ability to manage multiple projects simultaneously • Data-driven mindset with experience tracking KPIs Desirable Qualifications • Degree in Business, IT, or a related field • Project management certification (e.g., PMP, PRINCE2, Agile) • Experience in [industry-specific tools/software] Key Competencies • Leadership & coaching • Strategic thinking • Customer focus • Organisation & planning • Adaptability • Conflict resolution Technical Proficiency • Implementation experience with SaaS platforms • Advanced Microsoft Excel skills • Proficient in Microsoft Word, PowerPoint, Outlook, and Teams. The Small Print • Strictly no agencies. • All applicants must have the right to work in the UK.