Overview
The Implementation Manager will lead the customer rollout of a new payroll platform for approximately 1,500 clients, ensuring a structured and smooth transition during a significant system transformation programme. Collaborating closely with the programme team and various operational and marketing functions, the successful candidate will be responsible for developing and executing the rollout strategy, overseeing customer communications, training, and support to enhance the migration experience. This role requires excellent stakeholder management and organizational skills to ensure the success of each rollout phase.
Responsibilities
- Develop and own the end-to-end rollout strategy for the customer migration programme.
- Build detailed implementation and migration plans to ensure each rollout wave is fully prepared for delivery.
- Coordinate customer communications and training activities prior to each go-live.
- Work collaboratively with stakeholders across the business to enable seamless implementation.
- Manage rollout risks, issues, and dependencies, escalating when necessary.
- Lead go-live planning and oversee hypercare activities after each deployment.
- Gather customer feedback and prioritize improvements with delivery teams.
- Provide regular programme updates and reporting to senior stakeholders to keep rollout milestones on track.
Requirements
- Proven experience in delivering large-scale customer implementations or rollout programmes.
- Experience managing phased software, SaaS, ERP, or business system implementations.
- Strong planning and stakeholder management capabilities.
- Ability to coordinate multiple workstreams across business and technical teams.
- Proactive and organized approach to managing complex programmes.
- Confidence in working with senior stakeholders and presenting implementation plans for approval.
- Desirable experience with payroll or finance software implementations.
- Familiarity with low-code platforms is a plus, though technical expertise is not required.