Head of Implementation

Head of Customer Activation / Implementation

We are working with a leading software business that is looking for a senior customer delivery leader to head up its implementation function, covering implementation, data migration, programme management and project management.

This is a key leadership role focused on ensuring customers are onboarded smoothly, efficiently and to a consistently high standard. The successful candidate will be responsible for improving delivery processes, leading high-performing teams, and ensuring customer projects are delivered on time, within budget and with strong customer satisfaction.

The Role

As Head of Implementation, you will lead and develop the teams responsible for getting new customers live on the company’s software platforms.

You will oversee the full customer onboarding journey, from implementation and data migration through to project delivery, training alignment, governance and continuous improvement.

This role would suit someone with a strong background in software implementation, professional services, customer delivery, PMO or programme management, ideally within a SaaS, software or technology-led environment.

Key Responsibilities

• Lead the implementation function across implementation, data migration, programme management and project management.
• Own the strategy, standards and delivery framework for customer onboarding and implementation.
• Ensure customer projects are delivered on time, within budget and to agreed quality standards.
• Improve and standardise delivery methodologies, tools, templates and governance processes.
• Work closely with Product, Technology, Commercial, Operations and Customer Services teams to ensure a smooth customer journey.
• Ensure data migration activities are secure, compliant, repeatable and delivered to best practice.
• Drive continuous improvement across onboarding, implementation, project delivery and customer communication.
• Monitor delivery performance through KPIs, feedback and customer satisfaction measures.
• Support senior-level customer relationships for complex or strategic accounts.
• Ensure teams have the right product knowledge, delivery approach and customer engagement skills.
• Lead, coach and develop team members, supporting performance, capability and professional growth.
• Manage resource planning, delivery risk, project governance and quality assurance across the function.

Experience Required

• Proven experience leading customer onboarding, implementation, professional services, PMO or software delivery functions.
• Strong background delivering software solutions into customer environments.
• Experience managing implementation, project delivery, data migration or programme management teams.
• Good understanding of software delivery lifecycles and customer-facing technology projects.
• Experience managing complex customer projects across multiple stakeholders.
• Strong people management, coaching and team leadership experience.
• Ability to manage budgets, resources, risks and delivery performance.
• Experience working with internal teams such as Product, Technology, Commercial, Operations and Customer Services.
• Strong customer relationship management skills, including senior stakeholder engagement.
• Experience improving processes, delivery frameworks, governance and operational standards.

Skills & Attributes

• Strong leadership and team management capability.
• Excellent stakeholder management and influencing skills.
• Customer-focused with a strong quality and delivery mindset.
• Commercially aware with the ability to balance customer needs, resource and business priorities.
• Confident communicator with strong written and verbal presentation skills.
• Able to work under pressure and deliver against deadlines.
• Analytical, structured and comfortable solving complex delivery challenges.
• Able to define strategy, improve processes and drive operational change.

Qualifications

• IT-related degree or equivalent experience.
• PRINCE2 Practitioner or equivalent project/programme delivery qualification would be advantageous.
• Relevant software delivery, implementation or project management certifications would be beneficial.