Head of Implementation

Itron•Chicago, IL

6d•Hybrid

About The Position

The Head of Implementation is a strategic and people-focused leader responsible for guiding the successful delivery of software solutions that help utility and energy organizations achieve their business objectives. This role leads a multidisciplinary team across solution architecture, project management, testing, training, and deployment, ensuring exceptional customer experiences throughout the implementation lifecycle. The Senior Manager partners closely with customers and cross-functional teams to drive adoption, business transformation, and measurable outcomes while fostering a culture that is customer-centric, authentic, accountable, agile, collaborative, and innovative. This leader is committed to developing high-performing teams, advancing operational excellence, and building scalable delivery practices that support both customer success and organizational growth.

Requirements

Bachelor's degree in Business, Information Technology, Engineering, Computer Science, or a related field, or an equivalent combination of education, training, and experience.
10+ years of experience in software implementation, professional services, consulting, solution architecture, project delivery, enterprise software, or technology services.
Demonstrated experience leading and developing cross-functional teams within customer-facing implementation, consulting, professional services, or technology delivery organizations.
Proven success managing end-to-end customer implementations involving multiple disciplines, including solution architecture, project management, testing, training, and deployment.
Experience overseeing complex customer engagements and delivering measurable business outcomes.
Strong understanding of enterprise software solutions, systems integration, implementation methodologies, and solution architecture principles.
Ability to build trusted relationships with customers, colleagues, executive stakeholders, and cross-functional partners.
Excellent communication, facilitation, organizational, problem-solving, and decision-making skills.
Experience balancing strategic priorities with operational execution in a fast-paced, customer-focused environment.
Demonstrated commitment to creating and maintaining an inclusive workplace where individuals from all backgrounds can contribute and succeed.
Ability to influence and lead through change while fostering collaboration and accountability across teams.
Ability to travel as needed to support customer engagements, business priorities, and team development activities.

Nice To Haves

Experience supporting utilities, energy, telecommunications, construction, infrastructure, or related industries.
Background in management consulting, systems integration, professional services, SaaS, or enterprise software organizations.
Experience leading teams responsible for billable services, resource planning, utilization management, delivery operations, and customer implementation outcomes.
Familiarity with cloud and SaaS platforms such as AWS, Microsoft Azure, Salesforce, ServiceNow, or similar technologies.
Experience leading geographically distributed teams across multiple implementation disciplines and customer regions.
Advanced degree and/or relevant professional certifications (e.g., PMP, PgMP, PMI-ACP, Prosci, ITIL, AWS, Salesforce, or similar).
Experience driving organizational transformation, implementation excellence, operational scalability, and continuous improvement initiatives.
Knowledge of customer adoption, change management, and value realization strategies within enterprise technology environments.
Experience leveraging data, metrics, and performance insights to improve delivery outcomes and customer satisfaction.
Demonstrated success building agile, collaborative, and innovative delivery organizations that support company growth and customer success.

Responsibilities

Lead, coach, and develop a multidisciplinary team of implementation and delivery professionals, including Solution Architects, Project Managers, Testing Specialists, Training Specialists, Deployment teams, and related implementation functions.
Foster an inclusive, collaborative, and high-performing culture where diverse perspectives are valued.
Provide strategic leadership across the full customer implementation lifecycle, including solution design, project planning, testing, training, deployment, adoption, and value realization.
Oversee the successful delivery of customer implementations, ensuring alignment with customer goals, contractual commitments, project timelines, budgets, and business objectives.
Serve as a trusted advisor to customers by guiding implementation strategies, solution adoption, change management efforts, and business process transformation initiatives.
Provide leadership and oversight for complex software implementations, systems integrations, technical solution delivery, and deployment activities within utility and energy-focused environments.
Partner closely with Sales, Customer Success, Product Management, Engineering, Support, and other cross-functional teams to deliver exceptional customer experiences and long-term business outcomes.
Establish delivery priorities, allocate resources effectively, and optimize team capacity across multiple customer engagements and implementation workstreams.
Drive continuous improvement initiatives that enhance implementation methodologies, project delivery practices, testing standards, training approaches, deployment processes, and operational effectiveness.
Monitor implementation performance through key delivery metrics, customer satisfaction indicators, utilization measures, and business outcomes while promoting accountability at all levels.
Identify, assess, and proactively manage delivery risks, dependencies, and escalations with transparency, urgency, and a focus on successful resolution.
Promote a customer-centric, authentic, accountable, agile, collaborative, and innovative culture across all implementation and delivery functions.
Support organizational growth by developing scalable delivery models, operational frameworks, and best practices that improve consistency, quality, and customer success.
Champion diversity, equity, inclusion, and belonging by creating opportunities for team development, engagement, and career growth.