Sr. Manager, Implementation Services

About the Role

We are hiring a global leader to own services delivery performance from contract handoff through stable go-live. This role leads a management team across multiple geographies and is accountable for predictable execution, financial performance, and measurable customer outcomes.

You will operate at the intersection of delivery excellence, financial rigor, and customer impact—ensuring customer onboarding functions as a disciplined, scalable adoption engine.

Why This Role Matters

Onboarding and Implementation is where strategy becomes reality. This role ensures that customer commitments convert into measurable outcomes—predictably, efficiently, and at scale. You will shape how delivery performance translates into revenue, customer trust, and long-term growth.

What You’ll Do Lead a Global Leadership Team

• Build and lead a cohesive global leadership bench across US, Canada, Brazil, and UK/EU.
• Develop a diverse leadership team that fosters proactive ownership, accountability, and continuous learning.
• Establish a culture of inclusive leadership where varied perspectives strengthen decision quality.
• Model and reinforce collaboration across regions and functions.
• Create clarity around goals, roles, and performance expectations.
• Establish clear global operating rhythms: forecasting, backlog review, risk governance, and performance management.
• Coach managers to drive accountability, clarity, and execution discipline.

Lead with FBS

• Activate the Fortive Business System (FBS) mindset, toolset, and culture across the onboarding function.
• Ensure FBS is used to directly impact core department drivers: revenue, customer satisfaction, and employee experience.
• Lead and sponsor kaizen events as required and build FBS capability across leaders; develop internal champions and functional practitioners.
• Establish and maintain visual management and operating reviews as team norms.
• Move teams beyond problem awareness to effective countermeasures past inevitable obstacles.

Drive Continuous Improvement

• Institutionalize structured root cause analysis and countermeasure discipline.
• Continuously contribute towards improving inter-team collaboration, and eliminating friction points across Sales, Product, Finance, and Customer Success.
• Build a culture where experimentation, learning, and iteration are expected

Elevate Talent

• Ensure hiring timing aligns to demand modeling and backlog dynamics.
• Build leadership depth and succession coverage across regions.
• Develop leaders who can independently apply FBS to solve business challenges.

Own Delivery Performance

• Own onboarding execution from contract handoff through go-live.
• Ensure predictable, high-quality project delivery at scale.
• Drive proactive risk detection and escalation management.
• Support the standardization and continuous improvement of the end-to-end onboarding experience

Drive Financial and Capacity Discipline

• Own global capacity planning in alignment with backlog & revenue forecasts.
• Model hiring against backlog growth and forecasted demand.
• Improve delivery throughput and backlog burn.
• Protect and improve project margin performance.
• Drive utilization, revenue per head, and forecast accuracy in partnership with Finance.

Elevate Customer Outcomes

• Time to value and adoption are your north-stars.
• As a strategic collaborator, continuously seek opportunities to improve how we onboard customers
• Strengthen transition quality to Support and Customer Success.

Partner Cross-Functionally

• Collaborate with Services Sales to support scoping and deal readiness improvements.
• Partner with Finance on forecasting integrity and margin performance.
• Partner with Customer Success and Product to remove systemic friction.
• Serve as senior escalation point for complex or strategic engagements.

What You Need to Bring on Day One (Must-Haves)

• 8+ years of leadership experience in SaaS professional services, implementation, or onboarding.
• Demonstrated experience leading a geographically distributed leadership team.
• Ownership of margin performance, capacity planning, hiring plans, and services forecasting.
• Proven experience collaborating with enablement teams to improve onboarding and ramp programs that reduce time-to-productivity.
• Deep fluency in services economics: utilization, backlog dynamics, throughput, and revenue per head.
• Experience operating at scale in enterprise SaaS environments.
• Strong executive communication skills with cross-functional influence.
• Data-driven mindset; fluent in services KPIs and performance analytics.
• Executive presence with a track record of cross-functional collaboration.

Preferred

• Experience in scaled onboarding or implementation organizations.
• Familiarity with PSA tools and services revenue systems.
• Proven ability to build and scale high-performing teams.
• Experience driving continuous improvement in delivery environments.

How We Know You’ll Succeed Here

• You create urgency around customer impact and business results 
• You build leadership capability rather than personal dependency 
• You eliminate barriers that limit organizational performance 
• You hold leaders accountable to achieve results, while investing in their growth
• You create systems that sustain improvement and expect disciplined countermeasures
• You model courage and collaboration in confronting structural issues directly 
• You elevate inclusion because diverse leadership teams make better strategic decisions

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