Director of Implementation

At Novatech, we are on a mission to provide exceptional customer service in the business solutions industry. From managed print and managed IT to cybersecurity and cloud solutions, Novatech helps increase profits by empowering businesses to increase productivity, lower costs and drive growth through expert guidance and support of cutting-edge technology.

Imagine working for a company that awards innovation, teamwork, and growth. Novatech has been honored as an industry leader, a “Best and Brightest Company to work for," and we just keep getting better! Bring your talents to Novatech and immerse yourself in a company that provides great benefits, professional development, and a passionate team of co-workers!

The Director of Implementation provides strategic and operational leadership for the end-to-end client delivery of client onboarding and technology deployments across Managed IT, cybersecurity, cloud, network, endpoint, backup and recovery, and Novavoice solutions. From pre-sales validation and deployments, from contract signature through successful handoff through go-live, stabilization, billing readiness, and acceptance by to the NOC and Service Delivery teams.

This role builds a scalable professional services and implementation operating model by establishing governance, delivery methodology, resource planning, reporting, quality controls, and continuous-improvement practices. The Director is accountable for portfolio visibility, accurate forecasting, team utilization, implementation margins, client readiness, risk management, and a seamless transition to recurring support and revenue.

At Novatech, this leader will collaborate with Sales, Solutions Engineering, Finance, Procurement, Field Dispatch, Service Delivery, the NOC, vendors, carriers, and executive leadership to shape the client onboarding experience. The role provides direct visibility into business results and the opportunity to build a high-performing implementation organization that supports growth across managed services and office technology solutions.

During the first year, the Director will bring project coordination, implementation engineering, and voice deployment under one accountable function. This leader will clarify roles, create repeatable delivery playbooks, establish measurable service and financial standards, strengthen executive and client communication, and provide transparent implementation portfolio reporting.

• Own the full implementation lifecycle for Managed IT, cybersecurity, cloud, network, endpoint, backup and recovery, and Novavoice solutions from pre-sales validation and contract handoff through go-live, stabilization, client acceptance, and transition to support.
• Establish implementation governance, project plans, milestones, dependencies, resource assignments, risk registers, change controls, and executive reporting standards.
• Lead reoccurring portfolio reviews covering delivery health, scope, schedule, budget, resource capacity, client readiness, risks, and required decisions.
• Serve as the senior escalation point for complex client and delivery issues, coordinating timely resolution and clear communication with internal and external stakeholders.
• Maintain an accurate portfolio view of project status, forecasted completion, hours consumed, utilization, revenue recognition readiness, margin, and client satisfaction.
• Ensure clients receive clear expectations, regular status updates, implementation documentation, training coordination, and a structured post-go-live experience.

• Develop and continuously improve standardized implementation methodologies, playbooks, templates, stage gates, acceptance criteria, and required artifacts.
• Partner with Sales and Solutions Engineering to validate scope, assumptions, labor estimates, technical dependencies, client responsibilities, and implementation pricing before commitment.
• Use PSA, project-management, and reporting platforms to track utilization, backlog, cycle time, forecast accuracy, project profitability, schedule performance, rework, and client outcomes.
• Identify bottlenecks and automate repeatable work through scripting, templates, integrations, workflow design, and knowledge management.
• Lead post-implementation reviews, analyze root causes, and translate lessons learned into process, tooling, training, and service-design improvements.
• Establish consistent documentation and handoff standards that support operational readiness and reduce avoidable ticket volume after go-live.
• Own number porting, SIP trunk provisioning, dial plan design, E911 registration, and cutover execution.
• Validate E911 address records for every endpoint before go-live. This gate does not flex for schedule.
• Run a defined post-cutover stabilization window with written exit criteria before handoff to support.
• Coordinate carrier and vendor dependencies so porting windows hold on the first scheduled attempt.
• Own the…