Manager, Implementation Services Intelex Toronto, ON, Canada + 2 more Posted a day ago

Job Description

Remote## Manager, Implementation ServicesToronto, ON, Canada* **We Compete for Shareholders:** You’ll lead a high-performing consulting team that delivers business value, protects delivery efficiency, and enables scalable growth.* **Customer Success Inspires Our Innovation:** You’ll convert delivery feedback and recurring friction into improvements that accelerate time-to-value and customer experience.* **We Build Extraordinary Teams:** You’ll hire, develop, and retain strong consultants with high accountability and high care.* **Kaizen Is Our Way of Life:** You’ll practice continuous improvement daily—standardizing what works, eliminating waste, and improving delivery performance over time.* **Customer outcomes:** implementations achieve defined success criteria that enable adoption and long-term value* **On-time delivery:** milestones are delivered to schedule with transparent progress and managed risk* **Quality:** high standards in requirements, configuration, data/integration readiness, and go-live stability* **Customer experience:** strong relationships, proactive communication, and effective escalation handling* **Utilization and capacity health:** resource allocation optimized across scope, skills, and availability* **Team performance and development:** strong coaching, engagement, retention, and capability growth* **Operational excellence:** continuous improvement that reduces variance, rework, and time-to-value* Assign consultants to projects based on scope, expertise, complexity, and resource availability; manage capacity planning and utilization.* Lead delivery across multiple concurrent implementations; ensure timelines, scope, deliverables, and dependencies are managed and visible.* Drive adherence to implementation methodology, project standards, and best practices (templates, checklists, quality gates).* Coach teams on execution discipline: requirements clarity, sequencing, documentation quality, and stakeholder management.* Step in on at-risk engagements to drive recovery plans: re-baseline, resourcing adjustments, scope alignment, and executive-level communication.* Manage recruitment, onboarding, performance appraisals, and career development for team members.* Facilitate training and development to align consultant skills with evolving business needs (product modules, industry use cases, technical depth).* Build a high-performance culture: clear expectations, rapid coaching loops, accountability, recognition, and consistent performance management.* Recommend and implement strategies to improve team efficiency, effectiveness, and engagement.* Partner with internal teams to improve hiring, training, customer service alignment, and product knowledge readiness.* Collaborate with Sales/Pre-Sales to improve scoping integrity, SOW accuracy, implementation readiness, and realistic timelines.* Collaborate with Product and solution design teams to prioritize issues impacting implementation feasibility, time-to-value, and quality.* Establish closed-loop feedback with Support to reduce go-live turbulence and recurring post-go-live issues.* Oversee partner-delivered work when relevant: standards, enablement, QA oversight, and governance in hybrid delivery models.* **Utilization:** optimize resource allocation and team productivity* **On-time delivery:** milestone attainment and schedule adherence* **Customer satisfaction:** customer experience, trust, and outcome attainment* **Quality:** rework rates, go-live stability, escalation volume/severity and time-to-resolution* **Time-to-value:** cycle time to key milestones and readiness measures* Proven leadership experience in consulting or professional services, including people management.* Track record delivering high-quality enterprise and midmarket SaaS implementations.* Strong customer-facing presence and ability to build trusted relationships at multiple organizational levels.* Proactive problem-solving and escalation management; comfortable leading through ambiguity and pressure.* Strong collaboration in dynamic, fast-paced environments with cross-functional dependencies.* Passion for innovation, process improvement, and operational excellence (Kaizen mindset).* Exceptional communication, interpersonal, and project management skills.* Self-motivated with a commitment to continuous learning and developing others.* Customer-obsessed: seeks to understand customer choices and removes friction to deliver outcomes* Team player: improves performance while supporting others to raise overall team results* Innovator: experiments, learns fast, and improves how work gets done* Courageous: addresses hard problems directly; takes ownership in uncertain conditions* Results-driven: sets a high bar and delivers consistently* Adaptable: effective in complexity, change, and shifting priorities* Strong interpersonal skills: communicates and negotiates effectively with customers and colleagues at all levels* Coaches continuously: sets clear expectations, gives fast, specific feedback, and follows through
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