Implementation Manager
Hybrid / Birmingham office
Job Summary
D epartment: Delivery
Reports To : Implementation Leadership
Location: Hybrid (travel to customer sites as required)
Employment Type : Full-Time
Purpose
To deliver predictable, standards-led ERP implementations from mobilisation through go-live and early stabilisation, ensuring customers go live with confidence and transition cleanly into Customer Success.
Accountable for execution quality and delivery outcomes at project level, operating within agreed governance, design authority, and commercial scope.
Act as the single point of accountability for delivery execution, translating product intent and technical design into successful customer outcomes without rework or unmanaged risk.
Role Summary
This role involves leading multiple ERP implementation projects while maintaining strong customer contact, typically 3–4 days per week, through workshops, training, consultancy and billable delivery activity. You will orchestrate cross-functional teams, drive customer readiness, manage risks and dependencies, provide ad-hoc consultancy and mini-project delivery for existing customers, and ensure a predictable, high-quality experience from mobilisation through handover to Customer Success.
Core Responsibilities
Delivery Ownership & Execution
- Own delivery from mobilisation to go‑live and early life support for assigned implementations.
- Maintain an up‑to‑date delivery plan, RAID (risks, assumptions, issues, dependencies) and stage gates, report progress and variances clearly.
- Hold internal and customer teams to agreed commitments and standards and resolve conflicts decisively.
Consultancy, Business Analysis & Process Design
- Lead discovery, business process mapping, and gap analysis within agreed scope.
- Translate findings into a clear, value-led delivery backlog with explicit acceptance criteria.
- Advise customers on business change impacts, adoption readiness, and operating procedures.
- Own the delivery of consultancy within implementations, ensuring consultancy scope is clear, appropriate and value adding.
Readiness & Design Governance
- Confirm entry and exit readiness for each delivery stage (people, process, data, environments, testing).
- Uphold approved solution architecture and product standards and raise deviations through defined governance.
- Escalate or pause work where readiness or quality thresholds are not met.
Risk, Issue and Dependency Management
- Proactively identify, quantify, and manage delivery risks and dependencies with mitigation and contingency plans.
- Drive early, evidence-based escalations with clear options and recommendations.
- Actively protect delivery standards, quality, and customer trust.
Test, Data and Cutover Readiness
- Ensure test strategies (system, integration, UAT) are defined and executed; verify results against acceptance criteria.
- Oversee data migration approach, rehearsal(s) and reconciliation; confirm data quality gates.
- Lead cutover planning, rollback criteria and command‑centre execution for go‑live.
Handover to Support and Customer Success
- Prepare operational documentation, access controls, monitoring.
- Ensure known issues are documented and owned and customer expectations are reset appropriately.
- Ensure Delivery exits only when support-ready criteria are met.
- Lead structured handover workshops and confirm support-ready acceptance.
- Agree post-go-live success measures and checkpoints with Customer Success.
Commercial and Contractual Oversight
- Deliver to contracted scope, outcomes, timelines, and budgets.
- Enforce change control rigorously, surface and track out-of-scope requests transparently.
- Align delivery decisions to customer value and product roadmap where appropriate.
Product and Customisation Coordination
- Specify and prioritise approved configuration and customisations with Product.
- Validate delivered work against agreed design and acceptance criteria.
- Champion standard platform capabilities to minimise complexity and rework.
Key Outcomes (Success Measures)
- Predictable delivery: milestones met with realistic forecasting and minimal variance.
- Reduced late-stage escalation through strong readiness, scope control, and early decision-making.
- Confident go-lives with clear acceptance criteria and support-ready exit conditions met.
- Clean transitions to Customer Success with complete runbooks, known-error records, and ownership clarity.
- Early customer adoption evidenced by usage, process compliance, and agreed success criteria.
Skills & Experience
Must ‑ Have
- Proven experience delivering end-to-end ERP or complex business system implementations.
- Strong business analysis and consultancy capability (process mapping, gap analysis).
- Demonstrated risk, issue, and dependency management with timely escalation.
- Excellent stakeholder communication from operational teams to executive level.
- Confident use of delivery tooling (plans, RAID, backlogs, test evidence) and analytical reporting.
- High standard of written documentation, numeracy, and attention to detail.
- Willingness to travel to customer sites, out-of-hours support during cutover.
Nice ‑ to ‑ Have
- ERP implementation experience within manufacturing, distribution or supply ‑ chain environments.
- Working knowledge of SQL/T ‑ SQL and/or data migration tooling.
- Formal delivery or analysis credentials (e.g., PRINCE2/Agile/Lean/Six Sigma) applied pragmatically.
- Experience coordinating custom development and integrations.
Note: This job description is not intended to be all - inclusive. The employee may be asked to perform other duties as required to meet the ongoing needs of the organisation.
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