Head of Implementation

The Head of Implementation owns the core Implementation function: end-to-end delivery of new customer implementations, from contract signature through to go-live, for every new Joblogic customer routed through Core Implementation.

This role is accountable for the delivery organisation led through Implementation Team Leaders and their squads of Implementation Consultants.

The Head of Implementation is accountable for delivery performance, customer experience and Year 1 retention outcomes for the Implementation function, and plays a lead role in shaping the ongoing evolution of the Implementation service model.

Close partnership with Consultancy, Migrations and Enterprise Projects functions is central to delivering a consistent customer journey across segments.

• Lead the Implementation Team Leaders and, through them, the regional squads of Implementation Consultants.
• Own resourcing and capacity planning across squads, ensuring Implementation Consultants carry a manageable, healthy caseload.
• Build capability and a clear career pathway across the function.
• Set clear objectives and ways of working for Team Leaders, and hold them accountable for the performance and capability of their squads.

• Own onboarding delivery performance for the function: go-live throughput, early time to value, time to go-live, and overall management of the onboarding portfolio.
• Own customer experience and satisfaction for all Implementation projects.
• Partner closely with Customer Success leadership to ensure a smooth, day-one engagement model and joint accountability for early-life adoption and Year 1 retention.
• Own the risk management framework for the function: ensuring at-risk implementation projects are identified early, escalated appropriately and resolved quickly.

• Play a lead role in ensuring frontline insight from Implementation Consultants and Team Leaders directly shapes the evolving Implementation service model and tooling roadmap.
• Work with the Solution Engineering team and Sales to ensure customers are well-scoped and primed for a successful rollout ahead of signature.
• Partner with the Heads of Consultancy, Migrations and Enterprise Projects to ensure a consistent, joined-up customer journey across all segments.
• Represent the Implementation function in reporting to the Director of Implementation and, as required, at board level.
• Drive ongoing improvement of the Implementation delivery model, process and playbooks.
• Champion continuous improvement across the function, acting as a positive, collaborative driver of change.
• Use performance and risk data to identify systemic issues and opportunities for improvement, rather than managing purely case by case.

Performance in this role is assessed against outcomes including:

• Time to go-live and early time to value for customers moving through the Implementation function.
• Gross and net revenue retention for customers onboarded through Implementation, with a particular focus on improving Year 1 retention.
• Customer satisfaction (NPS) at discovery and go-live.
• Go-live throughput and management of the onboarding portfolio.
• Healthy, sustainable capacity across squads (concurrent projects per Implementation Consultant).
• Positive contribution to cross-functional collaboration with other customer-facing teams.
• Engagement, retention and development of the Implementation Team Leaders and Implementation Consultants.

• Senior leadership experience running a customer onboarding, implementation or professional services function at scale, ideally within B2B SaaS.
• A track record of leading multi-team and/or multi-region delivery organisations through significant change.
• Strong commercial acumen, with a clear understanding of the drivers of early-life churn.
• Experience leading teams through operating model change, with the change management skills to bring people along with new ways of working.
• Excellent stakeholder management, with the confidence and credibility to operate up to Director and board level.
• A data-driven approach to performance management, comfortable owning KPI frameworks and reporting.