Implementation Team Lead - US

Inforcer•Tampa, FL

About The Position

The Implementation Team Lead will oversee the Implementation process for their assigned portfolio, managing and guiding a defined group of Implementation Managers who report directly to them and ensuring implementation is delivered efficiently, meeting client's expectations and aligns with company standards. The successful candidate will be a proactive communicator, detail-oriented, and comfortable working in a fast-paced, collaborative environment.

Requirements

Previous experience in a Team Lead, Implementation Lead, or similar leadership role, ideally within a SaaS or technology environment.
Strong people management and coaching skills, with experience supporting individual development, conducting 1:1s and creating a high-performance team environment.
Strong implementation and project management experience, with the ability to oversee multiple customer implementations and identify projects that are at risk or falling behind.
Experience using KPIs, dashboards and operational metrics to monitor team performance, workloads and implementation progress.
Excellent escalation management and problem-solving skills, with the ability to support Implementation Managers in resolving complex issues.
Strong organisation and attention to detail, with the ability to maintain oversight across a team's implementation portfolio and ensure deadlines and standards are consistently met.
A confident and collaborative communicator and leader, comfortable running team stand-ups, providing clear direction and working cross-functionally.

Nice To Haves

Good understanding of technical implementations, ideally within Microsoft 365, Microsoft technologies or a technical SaaS environment.

Responsibilities

Oversee and mentor their direct reports, offering guidance and support to foster high performance and continuous professional development.
Track key performance indicators (KPIs) to identify improvement opportunities and ensure alignment with business objectives while maintaining a steep learning environment.
Conduct regular one-to-one meetings with each of their direct reports.
Monitor the workloads of their direct reports, proactively flagging any instances of under- or over-capacity within that group.
Ensure at-risk implementations within their direct reports' portfolios are effectively progressed by taking proactive measures to address potential issues. Notify Implementation Managers of any at-risk Implementations that have not yet been flagged. Ensure Implementations Managers have kept their at-risk Implementations up to date, ahead of sync with PSMs.
Maintain comprehensive oversight of implementations owned by their direct reports by reviewing those Implementation Managers’ dashboards, ensuring timely progress and promptly highlighting any areas falling behind schedule.
Coordinate coverage for virtual classrooms, in-person sessions, and webinars, ensuring appropriate allocation of tasks.
Identify and implement enhancements to increase efficiency and effectiveness across operations.
Ensure that implementation standards remain consistently high, addressing any deviations and promoting uniform excellence throughout the team.
Continue to drive strategic customer implementations.
Serve as the primary contact for resolving challenges encountered by their direct reports, providing expert guidance and support to facilitate the timely and effective resolution of escalated matters.
Lead NA stand-up meetings.
Encourage team knowledge sharing and identify training gaps.
Making sure NA tickets are handled promptly and that kick-off calls are arranged as scheduled.