Sr Manager Implementation - W2

Overview

Job Title: Sr Manager Implementation

Location: Jacksonville, FL

Employment: W2 Position

• Senior Manager leading technical implementation delivery for Image Centre and all Direct Link 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
• 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
• Oversee end-to-end delivery of Image Centre and Direct Link 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 to prioritise across multiple projects, teams, and stakeholder demands simultaneously
• Image Centre working technical knowledge across installation, configuration, and implementation lifecycle
• Direct Link (all products) working technical knowledge of the full Direct Link 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
• 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
• Excellent management skills to lead, motivate, and develop a team of implementation analysts across multiple skill levels
• Talent assessment to 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 with clear objectives, regular feedback, and accountability
• Workforce and capacity planning to align staffing to project demand and support resource allocation decisions
• Leadership, Soft Skills & Work Requirements
• Excellent communication skills; present complex information clearly to clients, executives, and cross-functional teams
• Senior leadership presence; influence without authority, build trust, and drive 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