Sr Manager Implementation - W2 Only

Position Overview

Sr Manager Implementation leading technical implementation delivery for ImageCentre and all DirectLink products across banking and financial institution clients.

People and Delivery Management

• 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.

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.