Implementation Manager, SaaS

Position Summary

The Implementation Manager leads complex implementations of Janison's Assessment, Learning, Remote Proctoring and AI-enabled assessment solutions. The role works with new and existing enterprise and government customers across APAC, the UK and Europe, owning outcomes from contract handover through go-live and transition to Support and Technical Account Management. This is a Sydney, Australia (hybrid) role that includes regular early-evening meetings to overlap with UK/EU business hours during international implementations.

This is a growth role, initially leading one Implementation Specialist with scope to build out the function. The role combines hands-on solution design, configuration and consultative customer engagement, with establishing standardised processes and delivery playbooks, contributing implementation expertise to bids and tenders, and using AI to improve consistency, efficiency and scale.

Duties and Responsibilities

Implementation Delivery & Governance

• Delivery Leadership: Manage end-to-end delivery of implementations - including national-scale assessment programs across APAC and the UK/EU - from sales handover through go-live, weekly status reporting to senior leadership.
• Scope & Change Control: Enforce formal change control so out-of-scope requests are commercially evaluated, documented and approved; flag risks early with a mitigation plan.
• Stakeholder & Escalation Management: Act as the implementation point of contact for client project teams; lead steering committees, handle difficult conversations and de-escalate early to keep delivery on track.
• Transition to Support: Partner with Customer Support and Technical Account Management to define sustainable support models, completing all handover documentation and training before project close.

Team Leadership & Capacity Planning

• Coach & Develop: Provide regular coaching, feedback and development planning for direct reports, building capability ahead of role demands rather than reacting to gaps.
• Set Direction & Drive Performance: Translate team and function goals into clear individual priorities and success measures; manage performance proactively, including addressing underperformance early and directly.
• Plan Capacity Through Ambiguity: Work with Sales and Product for early visibility of new wins, assessment events and scope changes; manage concurrent implementations and map team capability against upcoming complexity - making sound resourcing calls with incomplete information and closing skill gaps and single points of failure as the picture clarifies.
• Escalate, Advocate & Mobilise: Raise risks, resourcing gaps or difficult decisions early and directly to stakeholders and leadership, even when the message is unwelcome; coordinate support from Product, Engineering, Quality Assurance, Operations and Support when wider involvement is needed to meet implementation commitments.

Solution Design & Pre-Sales

• Solution Design & Scoping: Lead discovery workshops and translate client objectives into a clear configuration roadmap, surfacing product gaps early to ensure the solution is fit for purpose.
• Pre-Sales & Bid Support: Assess implementation feasibility for tenders and bids, providing solution input and effort estimates Sales can rely on, and ensure a clean handover from sales to implementation.
• Hands-On Configuration: Stay hands-on with configuration, testing and troubleshooting, supporting the team on the most complex technical work - delivery workflows, role permissions, authoring, marking, SSO setup and API data feeds.
• Product Feedback: Provide Product and Engineering with a consolidated, prioritised view of implementation-related feature gaps and defects.

Process Maturity & AI-Enabled Scale

• Playbooks & Knowledge: Build and maintain standardised methodologies, standard operating procedures, delivery playbooks (Implementation, Authoring, End of Event, Release Management) and reusable assets in a central repository, starting with strategic accounts; define and monitor implementation SLAs and KPIs.
• AI Adoption & Upskilling: Use AI tools and AI-enabled workflows to standardise documentation, automate repetitive delivery work and shorten customers' time to value, training the team to apply AI safely and effectively.
• Quality & Continuous Improvement: Set quality gates, such as content readiness, readiness testing, event planning and marking, before go-live; run post-implementation retrospectives and feed lessons back into the playbooks.

Experience, Skills and Qualifications

Essential

• Experience: Proven experience in a technical customer-facing role (e.g., Implementation Manager/Consultant, Professional Services Manager, Technical Account Manager) in a SaaS or enterprise software environment, including leading complex, high-stakes implementations for enterprise or government clients.
• Leadership: Experience leading and developing a delivery team, including coaching, performance management and capability building.
• Pre-Sales & Bids: Experience contributing to tenders, bids or pre-sales scoping, providing solution input and effort estimation for enterprise or government opportunities.
• Stakeholder Resilience: Demonstrated success managing demanding or escalated enterprise and government customers - and internal stakeholders - maintaining composure under pressure and steering them toward standard, scalable solutions.
• Consultative Mindset & Learning Agility: A consultative approach that stays one to two steps ahead of the customer, paired with the ability to rapidly master new products, domains and processes.
• Technical Expertise: Strong understanding of web/cloud technologies, including SaaS architectures, SSO/identity management, APIs and data integrations.

Desirable

• AI Capability: Practical experience using AI or automation tools to improve documentation, consistency and delivery efficiency, with the ability to build this capability in others.
• Platform Knowledge: Knowledge of Janison products (Assessments, Learning and Remote Invigilation).
• Technical Skills: Basic front-end familiarity (HTML, CSS, JSON).
• Qualifications: Relevant certifications (e.g., PRINCE2, PMP, Azure, ITIL) or a degree in Computer Science, Information Systems or a related field.

What We Offer 

We are a purpose-driven organisation, offering a ‘flexible’ approach to work. We understand one size doesn’t fit all, so whatever works for the business, the team and your role – means endless possibilities for the flexibility you need.   

We also offer:  

• Access to our Employee Share Ownership Program. We will match your shares of up to $2,000 per year 

• A fifth week of annual leave (conditions apply), a day off for your birthday and various ‘freebie days’ throughout the year  

• Parental leave benefit including paid leave, continued super contributions and more 

• Flexible working 

• Discretionary annual pay review and bonus program  

• A focus on virtual engagement and inclusivity to support our distributed workforce across the globe 

• A focus on development and upskilling opportunities (if that’s what you’re after)  

For a glimpse into Janison’s culture and to see our regular employee updates, follow Janison on LinkedIn. We’d love you to be part of our community! 

Next Steps

If you are looking for an organisation that will support your growth, provide you with the flexibility you need and are looking for a greater purpose to exercise your skills, then please submit your application. We can’t wait to hear from you!   

By submitting your application with Janison, you confirm acknowledgement of Janison’s Applicant Privacy Notice which you can view at this link.