Sr Manager Implementation

Senior Manager, Technical Implementation Delivery Senior Manager leading technical implementation delivery for ImageCentre and all DirectLink products across banking and financial institution clients. People and delivery manager — responsible for team performance, talent development, capacity planning, and operational excellence within the implementation practice. Serves as the primary escalation path for after-hours and weekend support during client go-live stabilisation periods (minimum 2 weeks post go-live). Client-facing leadership role requiring executive-level communication, issue resolution, and stakeholder management with US-based banking clients. Must work US business hours; 15% travel to client sites and internal engagements as required. Delivery & Operations Management Oversee end-to-end delivery of ImageCentre and DirectLink implementation projects across the portfolio Monitor project health, milestone adherence, and quality of deliverables across concurrent client engagements Drive standardisation of implementation processes, methodologies, and documentation practices Manage delivery risks, scope changes, and cross-team dependencies proactively Excellent time management skills — prioritise across multiple projects, teams, and stakeholder demands simultaneously Platform & Technical Knowledge ImageCentre — working technical knowledge across installation, configuration, and implementation lifecycle DirectLink (all products) — working technical knowledge of the full DirectLink product suite including Teller, Host Integration, and distributed capture modules Sufficient technical depth to evaluate team outputs, review solution designs, and provide informed guidance on escalated issues Understanding of item processing and distributed capture workflows to support delivery oversight and client conversations Ability to engage credibly with technical teams and clients on platform capabilities, constraints, and solutions Escalation & Issue Resolution Excellent issue resolution skills — own and drive resolution of complex, escalated technical and operational issues Primary escalation path for after-hours and weekend support for newly implemented clients (min. 2 weeks post go-live) Facilitate rapid root-cause analysis and corrective action across implementation and platform teams Manage client escalations with composure, clarity, and accountability; restore confidence and drive to resolution Establish escalation protocols and support frameworks to minimise recurrence and improve team response capability People Management & Talent Development Excellent management skills — lead, motivate, and develop a team of implementation analysts across multiple skill levels Talent assessment — evaluate team member capabilities, identify skill gaps, and build development plans Excellent training and mentoring skills — coach analysts at all levels; cultivate a high-performance implementation culture Performance management — set clear objectives, provide regular feedback, and manage accountability Workforce and capacity planning — align staffing to project demand, manage utilisation, and support resource allocation decisions Leadership, Soft Skills & Work Requirements Excellent communication skills — presents complex information clearly to clients, executives, and cross-functional teams Senior leadership presence — influences without authority, builds trust, and drives alignment across stakeholders Contributes to practice strategy, hiring decisions, and operational planning at the management level Champions continuous improvement, knowledge sharing, and a collaborative team culture Must be available to work US business hours (North America client base) 15% travel required for client site visits, team engagements, and strategic meetings