Implementation Manager

About the Team

IDVerse Professional Services partners with customers and strategic partners to deliver secure, innovative identity verification solutions that drive business value and successful outcomes. Our team works collaboratively across Product, Engineering, DevOps, Sales, and Support functions to ensure seamless customer implementations and exceptional service experiences.

We foster a culture of collaboration, accountability, continuous improvement, and customer focus. Team members are empowered to take ownership, solve complex challenges, and contribute to the ongoing evolution of our delivery practices and customer engagement strategies.

About the Role

The Implementation Manager serves as the primary point of contact for professional services engagements, leading customer implementations from planning through delivery. This role is responsible for managing a portfolio of customer projects and ensuring successful delivery against quality, scope, timeline, and budget objectives.

The ideal candidate is an experienced project and stakeholder manager who excels at coordinating cross-functional teams, building strong customer relationships, and driving projects to successful completion. Working closely with Product, Engineering, and DevOps teams, the Implementation Manager acts as the bridge between customers and technical teams, ensuring requirements are clearly understood, communicated, and delivered.

This position requires a highly organized and proactive professional who can operate effectively in a fast-paced environment while maintaining a strong focus on client satisfaction and operational excellence.

Responsibilities

Project Delivery & Client Engagement

• Serve as the primary point of contact for customer implementation projects and professional services engagements.

• Manage a portfolio of client implementation projects, ensuring delivery within agreed scope, budget, quality, and timeline expectations.

• Build and maintain strong relationships with customers, partners, and internal stakeholders throughout the project lifecycle.

• Analyze client requirements and translate business needs into implementation plans and solution specifications.

• Ensure project objectives, milestones, risks, and dependencies are clearly communicated and managed.

Cross-Functional Coordination

• Work closely with the Senior Implementation Manager to prioritize, plan, and monitor activities across Product, Engineering, and DevOps teams.

• Coordinate internal resources and stakeholders to support successful project execution.

• Facilitate alignment between technical and non-technical teams while managing expectations and project priorities.

• Act as a liaison between customers and engineering teams, ensuring technical requirements are accurately communicated and understood.

Communication & Stakeholder Management

• Regularly communicate project status, performance metrics, delivery progress, and costs to clients and internal stakeholders.

• Provide clear and concise updates to both technical and non-technical audiences.

• Escalate risks, issues, and delivery challenges appropriately while driving resolution.

• Collect and communicate customer feedback to Product teams to support future enhancements and roadmap planning.

Process Improvement & Operational Excellence

• Identify opportunities to optimize and improve delivery processes and implementation methodologies.

• Support quality assurance activities throughout the delivery lifecycle.

• Share lessons learned and best practices to improve implementation effectiveness and customer outcomes.

• Represent the Implementation team during pre-sales engagements, business-as-usual activities, and customer support initiatives.

Requirements

Education & Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, Project Management, or a related field, or equivalent professional experience.

• Project Management certification (PMP, PRINCE2, Agile, or equivalent) preferred.

• Minimum of 5 years of relevant experience in project management, implementation management, or professional services delivery.

Experience

• Demonstrated experience managing customer-facing implementation or project delivery engagements, preferably within software, SaaS, or technology organizations.

• Experience managing multiple concurrent customer projects and competing priorities.

• Experience coordinating activities across Product, Engineering, and DevOps teams.

• Proven success working within Agile delivery environments.

• Experience working independently in fast-paced, evolving organizations.

Skills & Competencies

Project & Delivery Management

• Strong project planning, execution, and organizational skills.

• Ability to prioritize workloads and manage complex implementation programs.

• Experience tracking budgets, timelines, deliverables, risks, and dependencies.

Stakeholder Management & Communication

• Excellent verbal, written, and presentation skills.

• Strong stakeholder management and relationship-building capabilities.

• Ability to communicate effectively with both technical and non-technical audiences.

• Proven ability to manage expectations, resolve conflicts, and drive alignment.

Leadership & Problem Solving

• Strong leadership skills with the ability to influence cross-functional teams.

• Demonstrated analytical thinking and problem-solving skills.

• Ability to make sound decisions under pressure and navigate complex challenges.

• Self-motivated with a proactive and positive approach to delivery.

Technical Aptitude

• Ability to understand and communicate technical requirements and implementation considerations.

• Experience working with software development and engineering teams.

• Strong analytical and documentation skills.

Preferred Qualifications

• Experience with biometric technologies and identity verification solutions.

• FinTech industry experience.

• Experience administering or working with Jira and Confluence.

• Familiarity with software implementation and integration projects.

Professional Attributes

• Customer-focused and relationship-oriented.

• Kind, approachable, and collaborative.

• Highly organized with strong attention to detail.

• Adaptable and comfortable working in a dynamic environment.

• Fair and effective communicator.

• Strong decision-making and problem-solving abilities.

• Passionate about delivering exceptional customer outcomes and continuous improvement.