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 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