Manager - Implementation Management, Americas

LSEG•New York, NY

12d•$171,500 - $285,900•Remote

About The Position

The Manager – Implementation Management leads a high-performing, client-facing team responsible for delivering complex customer implementations, migrations, and upgrade programs across the Americas region. This role ensures seamless execution of strategic and revenue-driven initiatives, acting as a trusted partner to customers and an internal advocate to deliver exceptional outcomes. The Customer Implementation Management team operates across a portfolio of strategic clients, driving end-to-end delivery of implementation and migration programs. The team partners closely with Sales, Customer Success, Order Management, and technical teams to execute both customer-driven and strategic initiatives, ensuring efficient and high-quality delivery aligned to business objectives.

Requirements

Proven leadership experience managing diverse, geographically distributed teams
Strong track record in customer-facing roles, ideally within implementation, delivery, or service management
Excellent stakeholder management, communication, and influencing skills
Experience delivering complex, multi-stream projects in a global environment
Strong operational mindset with the ability to prioritise, multi-task, and perform in a mission-critical environment
Ability to drive collaboration and alignment across multiple internal and external stakeholders

Nice To Haves

Good understanding of LSEG products, systems, and processes

Responsibilities

Lead and manage a geographically distributed team across the Americas, driving performance, accountability, and engagement
Ensure successful delivery of customer implementations, migrations, and technical programs aligned to business and client objectives
Act as the senior escalation point for customer, partner, and internal delivery issues
Build strong relationships with key customers, ensuring high-quality experience across all implementation activities
Partner closely with Sales, Account Management, Customer Success, and internal teams to drive seamless delivery
Represent the customer within the organization, ensuring alignment and advocacy across stakeholders
Drive consistent execution across a portfolio of projects and BAU activities, ensuring adherence to timelines, quality, and performance standards
Own and improve implementation performance metrics, including ServiceNow delivery and operational KPIs
Lead process standardization and continuous improvement initiatives to enhance efficiency and scalability
Identify and drive process improvements, automation opportunities, and operational enhancements
Support strategic programs and initiatives, including large-scale migrations and platform upgrades
Embed best practices and scalable frameworks to support business growth
Coach and develop team members, fostering a culture of accountability, collaboration, and continuous learning
Build a strong talent pipeline and support career development across the team