Manager, Implementation Services

Consulting Manager (Implementation Services) — Job Description (2026) Role Summary

The Consulting Manager leads a global team of implementation consultants delivering Intelex customer implementations with predictable execution and measurable customer outcomes. This role balances portfolio delivery leadership, customer relationship stewardship, people management, and operational excellence—improving time-to-value, quality, and delivery consistency through disciplined standards and continuous improvement.

Success is defined by customers achieving value (adoption readiness, workflow effectiveness, data quality, stable go-lives), not merely completing project tasks.

• Reports to:
  
  Services Delivery Leader
• Leads:
  Implementation Consultants (and potentially Senior Consultants / Technical Consultants)
• Partners closely with:
  Sales, Solutions Consulting/Pre-Sales, Customer Success, Support, Product
• Travel: up to 10%, including occasional international trips

• We Compete for Shareholders: You’ll lead a high-performing consulting team that delivers business value, protects delivery efficiency, and enables scalable growth.
• Customer Success Inspires Our Innovation: You’ll convert delivery feedback and recurring friction into improvements that accelerate time-to-value and customer experience.
• We Build Extraordinary Teams: You’ll hire, develop, and retain strong consultants with high accountability and high care.
• Kaizen Is Our Way of Life: You’ll practice continuous improvement daily—standardizing what works, eliminating waste, and improving delivery performance over time.

• Customer outcomes: implementations achieve defined success criteria that enable adoption and long-term value
• On-time delivery: milestones are delivered to schedule with transparent progress and managed risk
• Quality: high standards in requirements, configuration, data/integration readiness, and go-live stability
• Customer experience: strong relationships, proactive communication, and effective escalation handling
• Utilization and capacity health: resource allocation optimized across scope, skills, and availability
• Team performance and development: strong coaching, engagement, retention, and capability growth
• Operational excellence: continuous improvement that reduces variance, rework, and time-to-value

• Assign consultants to projects based on scope, expertise, complexity, and resource availability; manage capacity planning and utilization.
• Lead delivery across multiple concurrent implementations; ensure timelines, scope, deliverables, and dependencies are managed and visible.
• Drive adherence to implementation methodology, project standards, and best practices (templates, checklists, quality gates).
• Coach teams on execution discipline: requirements clarity, sequencing, documentation quality, and stakeholder management.
• Proactively mitigate risk through structured risk management, early warning signals, and clear escalation paths.
• Step in on at-risk engagements to drive recovery plans: re-baseline, resourcing adjustments, scope alignment, and executive-level communication.

• Act as delivery sponsor on key accounts: reinforce shared success criteria, maintain executive alignment, and protect customer trust.
• Strengthen customer satisfaction through proactive engagement, expectation-setting, and decision-ready status reporting.
• Translate customer goals into measurable implementation success criteria and ensure governance tracks progress against them.
• Ensure clean continuity from implementation to Customer Success: outcomes achieved, known gaps, configuration intent, and next milestones clearly documented.

• Manage recruitment, onboarding, performance appraisals, and career development for team members.
• Facilitate training and development to align consultant skills with evolving business needs (product modules, industry use cases, technical depth).
• Build a high-performance culture: clear expectations, rapid coaching loops, accountability,…