Implementation Delivery Manager

About the role

As an Implementation Delivery Manager, you play a critical role in ensuring customers successfully adopt the SFG20 platform, enabling them to realise value quickly and confidently.

By combining project management expertise with hands-on implementation delivery, you will guide customers from project initiation through to go-live. You will deliver a high-quality onboarding experience, manage implementation projects of varying complexity, and coordinate internal resources to ensure implementations are delivered efficiently, on time, and to a consistently high standard. Your work directly contributes to customer satisfaction, adoption, retention, and long-term success.

Key Responsibilities

Customer Implementation & Delivery

• Lead customers through the implementation journey from project kick-off to successful go-live.
• Configure customer data within the SFG20 platform using internal systems and implementation tools.
• Prepare, cleanse, manipulate and validate customer data using Microsoft Excel and other implementation tools.
• Deliver implementation activities in line with agreed project plans, timelines and quality standards.
• Conduct customer workshops, implementation meetings and progress updates throughout the project lifecycle.
• Support customers with onboarding activities, system adoption and transition to Business as Usual.
• Ensure implementation documentation is completed and maintained accurately.

Project Management

• Manage multiple customer implementation projects simultaneously, ensuring delivery to agreed scope, timescales and budget where applicable.
• Develop and maintain project plans, monitor milestones and proactively manage project risks and issues.
• Coordinate activities across internal teams including Customer Success, Product, Sales and Technical teams.
• Provide regular project reporting and communicate progress clearly to customers and internal stakeholders.
• Escalate project risks appropriately and drive resolution to maintain successful project delivery.

Resource Planning & Capacity Management

• Support the planning and scheduling of implementation activities across the Implementation team and wider business.

Continuous Improvement

• Contribute to the ongoing improvement of implementation processes, tools and documentation.
• Identify opportunities to improve customer onboarding efficiency and project delivery.
• Share best practice and lessons learned across the team.

Customer Experience

• Build trusted relationships with customers, acting as a key point of contact throughout implementation.
• Deliver a professional, consultative customer experience that reflects SFG20's values.
• Understand customer requirements and translate these into successful implementation outcomes.
• Work collaboratively to maximise customer satisfaction and successful adoption of the SFG20 platform.

Essential experience

• Experience within Facilities Management, Building Maintenance or Compliance sectors.
• Excellent customer-facing communication and relationship management skills.
• Strong project planning and organisational skills.
• Experience implementing SaaS or cloud-based software solutions.
• Advanced Microsoft Excel skills, including data manipulation, validation and analysis.
• Experience managing multiple projects simultaneously.
• Comfortable presenting to customers and facilitating workshops.
• Familiarity with data migration or system configuration activities.

Desirable experience

• Project Management qualification (PRINCE2, APM, Agile, PMP or equivalent).
• Experience contributing to process improvement initiatives.
• Experience supporting resource planning or capacity management.