Shared Services- Implementation Manager

ESSENTIAL FUNCTIONS:

• Lead the end‑to‑end implementation of mid‑ to large‑scale client projects, ensuring delivery within scope, timeline, and budget.


• Serve as the primary client liaison throughout the project lifecycle, fostering strong and collaborative relationships.


• Coordinate with cross‑functional teams—including Account Management, Product, Technical, and Support—to ensure alignment and seamless execution.


• Develop and maintain detailed project plans, schedules, and resource allocations to guide successful delivery.


• Monitor project progress, proactively identifying and mitigating risks, issues, and scope changes.


• Facilitate client onboarding, training, and knowledge transfer to ensure successful adoption of solutions.


• Ensure all deliverables meet defined quality standards and contractual requirements.


• Provide clear, consistent, and transparent status updates to internal and external stakeholders.


• Track and report progress against short‑ and long‑term project goals.


• Manage and communicate changes to project scope, schedule, and cost in partnership with stakeholders.


• Escalate critical issues as needed to ensure timely resolution.


• Prioritize and manage multiple concurrent projects to meet commitments and deadlines.


• Measure and evaluate project performance using appropriate tools, metrics, and methodologies.


• Identify opportunities for continuous improvement and implement best practices across implementations.


• Support internal teams by removing roadblocks and driving efficient issue resolution.


• Apply foundational risk management strategies to minimize potential disruptions.


• Perform additional duties as assigned to support project and organizational objectives.

KNOWLEDGE SKILLS & ABILITIES

POSITION REQUIREMENTS:

Minimum Education/Experience: Bachelor’s degree (BA or BS) from an accredited college or university plus a minimum of four (4) years of experience in a related field; alternatively, a high school diploma or equivalent plus a minimum of eight (8) years of experience in a technical related field.

Company / Industry Knowledge: Client management experience with demonstrated quantifiable results in B2B technology, software, data analytics, or payments organizations is preferred. Experience in account management, client services, or consulting roles supporting credit unions, banks, or other financial institutions is highly desirable. A strong working knowledge of Agile and Waterfall methodologies is expected, along with a solid understanding of project management principles, lifecycle phases, and best practices. The candidate should be able to effectively establish timelines, manage dependencies, and deliver projects against defined objectives, deadlines, and expected outcomes.

PMP certification is preferred; candidates must either currently hold the certification or meet the eligibility requirements and obtain PMP certification within 12 months of hire.

SKILLS/ABILITIES:

Role-based Skills: Excellent communication skills with client stakeholders. Experience building and managing project plans, delivering technical updates, and negotiating agreements or commercial terms. Facilitate meetings and effectively present information to project stakeholders and other key decision-makers. Able to work independently and as part of a team, organizing and managing several projects simultaneously. Quantitative and qualitative analytical skills needed to solve problems; assess options, alternatives, and tradeoffs.

Computer Skills: Proficiency in Microsoft Office products, particularly Excel, PowerPoint, and Word – as well as experience with contact databases, client core or other support systems, and CRM platforms. 

Language Ability: Excellent verbal and written communication skills. Ability to facilitate meetings and effectively present information to top management, board of directors and other key personnel. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. 

Math Ability: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.