Implementation Manager

2 weeks ago


Dubai, United Arab Emirates servicePath Full time

**Job Title**: Implementation Manager
- **Department**: Service Delivery
- **Reports to**:Service Delivery Director
- **Working Hours**: Local Business Hours/Flexible working hours
- **Position**: Full-Time
- **Location**: Dubai

**Role Objectives**:

- **Participate in engagements from end-to end**: From assisting with initial scope and SOWs; planning and leading projects; interacting with client key project participants; assisting with configurations and quality assurance; delivery; to transition to support.
- **Build strong ongoing client relationships**: Be the person the client looks to for advice and guidance with the platform; the person they look to as the face of servicePath.
- **Be the client’s advocate**: Work closely across internal servicePath teams: Sales, Solution, Services, Support, and Engineering teams to build an exceptional client experience with servicePath and our platform.
- **Hands-on**: In addition to managing client engagements, you will become an expert in the platform. This is key to delivering successful engagements and handing over a system that will help transform our clients' businesses.
- **Track and Measure**: tracking and managing client engagements with the objective of improving our relationships and building a better product.
- **Continuous Improvement**: Use the knowledge you gain working with clients, leading engagements, and participating in implementations and configurations to help improve the platform.

**DutiesProject Management**
- Workstream and Task planning and oversight for Professional Services and Implementation engagements
- Customer project communications both written and verbal.
- Tracking and managing the tasks and deliverables internally to ensure projects stay on track and stakeholders are informed.
- Internal project tracking and reporting
- Change Request Management.
- Conduct Post Project Reviews to help identify process, service, and platform improvements

**Technical Analysis**
- Document client requirements to ensure requirements are agreed by the client and understood correctly by the configuration specialists / development team.
- BUAT of code changes in relation to the business process and use cases.

**Platform Configuration**
- Implementation participation with a emphasis on configurations, data importing, business rules, document templates, and any other setup or configurations primarily using the platform user interface (GUI - Experience with coding not necessary)

**Customer Success**
- Work with key client contacts to utilize the features of the platform effectively.
- Perform user training and education and assist with servicePath and our clients' efforts to develop training and education materials and processes.
- Managing customer participation on user acceptance testing, go-live, platform releases.
- Working with Support and Engineering to co-ordinate issue and request tracking and management

**Release Customer Management**
- Platform release co-ordination
- Participating in pre-release quality assurance activities
- Participation in the editing and validating of user documentation prior to customer release

**User Advocacy**
- Working with Product and Engineering representing the end-user during feature design and development phases
- Client user platform advisory and education on best-practices.

**Sales Support**
- Assisting Sales and Solutions with Professional Services engagement scoping
- Crafting services Statements of Work and client quotations

**Key Competency and Experience**:_**Minimum**:_
- Previous experience (min 3 years) in a software project or implementation management role
- Experience working closely with engineering / development functions.
- Strong customer-first focus with experience working with technology-oriented clients.
- Very organized with the ability to manage multiple task lists and customers.
- Strong communications skills in English, spoken and written.

**Core Competencies**:

- Logical thinker and problem solver that can learn quickly and independently.
- Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels.
- Dynamic, energetic, motivated, positive outlook.
- A very strong aptitude for spreadsheets, particularly those using advanced functions but not necessarily macros.
- Experience with Atlassian suite of tools (mainly Jira and Confluence)

**Preferred**:

- Ability to work with mínimal supervision.
- Experience with software project management.
- AgilePM/PMP certification.
- Hands-on experience in software configuration and implementation with Platform knowledge.
- Experience with B2B high growth SaaS or CPQ and parallel system such as CRM, service management.
- Experience with complex implementations.
- Experience working with distributed global teams.

**Budget**:27K -28K USD per year

Pay: AED99,000.00 - AED100,000.00 per year


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