Implementation Manager

POSITION PURPOSE

The Implementation Manager is responsible for the successful planning, governance and delivery of Central Innovation’s software implementation services, ensuring customers achieve successful business outcomes while protecting the commercial and reputational interests of the business.

The role owns the complete implementation lifecycle, commencing with technical presales engagement and  continuing through requirements analysis, solution architecture and design, project planning, technical implementation, customer training, production deployment and operational handover. The Implementation Manager ensures every implementation is delivered in accordance with established methodologies, agreed scope, project governance standards and customer expectations.

During the early stages of the Materials Requirements Planning (MRP) and Manufacturing Operations software solutionsgo-to-market, the role incorporates the responsibilities of Technical Presales Consultant, Project Manager and Technical Implementation Consultant. As the implementation practice expands, these operational responsibilities may transition to dedicated specialist roles, with the Implementation Manager retaining ownership of implementation governance, methodology, quality and delivery excellence.

The role works closely with Sales, Product Development, Customer Success and Technical Support to establish repeatable implementation practices, improve delivery capability and ensure new products are introduced to the market with a consistent and professional customer experience.

KEY RESPONSIBILITIES

Technical Presales and Solution Consulting

·        Provide technical leadership throughout the sales cycle to ensure opportunities are appropriately qualified, accurately scoped and aligned with customer business objectives.

·        Lead customer discovery workshops, analyse workflows, gather requirements, assess implementation complexity and recommend solution architectures.

·        Demonstrate MaXXflow and associated solutions, prepare estimates, Statements of Work, assumptions, exclusions and implementation roadmaps, and support commercial proposals.

·        Define third-party systems integration requirements, integration methods, data contracts, developer environments, tools and custom software development requirements where applicable.

Project Management

·        Manage implementation projects from initiation through completion within agreed scope, budget and timeframes while maintaining customer satisfaction.

·        Develop project plans, schedules, governance and communication plans, monitor milestones, manage risks, issues, assumptions and dependencies, and facilitate project meetings and reviews.

·        Use company project governance and management control documentation, including project charters, scope controls, implementation plans and customer accountability measures.

·        Coordinate readiness, user acceptance testing, go-live, formal customer acceptance, customer sign-off and project closure.

Technical Implementation

·        Configure and deploy MaXXflow and associated software solutions.

·        Deliver implementation workshops, solution configuration sessions, data migration, validation and verification activities.

·        Configure integrations with finance systems such as Xero, as well as ERP, ,  MRP, ERP and other business systems where applicable.

·        Conduct system testing, use developed and standardised implementation test plans and documentation, support customer UAT documentation whether developed internally or collaboratively with clients, deliver administrator and end-user training, and support go-live stabilisation.

·        Assess customer readiness for production deployment, gain sign-off and manage go-live activities, including risk management, issue management and rollback plans.

·        Transition customers to Customer Success and Technical Support following project completion. 

Implementation Practice and Governance

·        Develop and maintain implementation methodologies, delivery frameworks, standards, policies and best practices.

·        Create and maintain Statements of Work templates, implementation checklists, project documentation, delivery guides, playbooks and knowledge resources.

·        Conduct post implementation reviews and lessons learnt sessions.

·        Monitor implementation performance, recommend continuous improvement initiatives and ensure activities comply with organisational governance standards.

Product Readiness and Continuous Improvement

·        Participate in product planning and release activities, act as the product implementation subject matter expert and customer advocate, and provide the interface between Product Development and go-to-market teams for implementation readiness.

·        Support User Acceptance Testing, identify implementation risks and develop deployment and rollout plans.

·        Provide implementation feedback to Product Development to improve future releases.

Stakeholder and Customer Engagement

·        Maintain regular customer communication throughout implementation projects.

·        Collaborate with Sales, Product Development, Customer Success and Technical Support to ensure successful adoption and seamless operational handover.

·        Provide implementation advice to Executive Leadership and manage customer escalations relating to implementation activities.

Key Performance Indicators

·        Successful implementation delivery to agreed scope, time, cost and quality requirements.

·        Customer satisfaction throughout implementation and onboarding.

·        Time to customer production go-live, implementation utilisation, billable performance, project profitability and effective scope management.

·        Effective control of project scope, cost and commercial risk.

·        Reduction in implementation defects and customer escalations.

·        Quality documentation, successful customer acceptance, operational handover, continuous improvement and contribution to product adoption and revenue growth.

KNOWLEDGE, SKILLS AND EXPERIENCE

The successful candidate will possess significant experience delivering complex software implementations within manufacturing, engineering or enterprise technology environments and demonstrate consulting, project management and technical implementation expertise.

Essential knowledge and experience includes:

·        Implementation of MRP or ERP software solutions (strongly preferred), with CAD and PDM implementation experience considered advantageous.

·        Strong understanding of manufacturing operations and business processes.

·        Technical presales, solution consulting, business process analysis, requirements gathering, project management and implementation governance.

·        Workshop facilitation, stakeholder management, data migration, systems integration, customer training, change management, commercial awareness and strong communication skills.

·        Business Operations including business systems beyond engineering and manufacturing

Desirable experience includes:

·        Cloud-based software deployment.

·        Agile and traditional project management methodologies, including PRINCE2, PMBOK or equivalent frameworks.

·        Manufacturing planning, inventory management, production systems, product lifecycle management and business process improvement initiatives.

BEHAVIOURAL EXPECTATIONS

·        Lead with a customer-first approach while maintaining commercial discipline.

·        Promote structured implementation methodologies and project governance.

·        Build trusted relationships with customers and internal stakeholders, encourage collaboration and knowledge sharing, and demonstrate initiative and sound judgement in managing implementation risks.

·        Drive continuous improvement and maintain a high standard of quality, documentation and professionalism.

AUTHORITY

·        Conduct customer discovery, workshops and solution demonstrations.

·        Own the solution approach, provide initial feasibility assessment and solution sign-off to support the commercial quotation process, and recommend implementation strategies, delivery methodologies, project resource requirements and readiness for production deployment.

·        Prepare implementation scopes, Statements of Work and project estimates, and approve implementation documentation, standards and methodologies.

·        Escalate implementation risks, project issues and commercial concerns, approve operational handover following successful completion and recommend delivery capability improvements.