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Implementation Manager

1 month ago

London, Greater London, United Kingdom Thredd Full time

Implementation Manager

We are seeking an experienced Implementation Manager to join our team at Thredd. As an Implementation Manager, you will be responsible for delivering customer-focused solutions from requirements definition to go-live and handover to support functions.

About the Role

You will own the delivery of a portfolio of new and existing client projects and programmes, working closely with colleagues, clients, and third parties to document and agree requirements, configure our platform, and test cards and products to ensure they work as expected.

Key Responsibilities

  • Building and managing relationships with all parties involved in implementation delivery
  • Managing and delivering a portfolio of client projects and programmes
  • Working with clients to capture requirements, identifying potential gaps and solutions, documenting these, and producing product setup forms
  • Guiding clients and managing expectations on delivery timescales, potential common hold-ups, and associated ways to mitigate them
  • Providing guidance to clients and third parties on integration with us
  • Configuring our platform in both test and production environments
  • Performing final "pavement testing" to confirm end-to-end configuration is correct and working as expected, and rectifying any identified issues
  • Providing a smooth and effective handover to the Operations and Account Management functions post-implementation
  • Creating and maintaining a Thredd implementation plan, including milestones, tasks, responsibilities, and dependencies
  • Scheduling regular progress calls with clients and third parties
  • Advising on the impact of potential challenges and delays, as well as offering workarounds
  • Ensuring all documentation is produced to a high quality
  • Identifying and managing risks and issues, and delivering owned tasks and actions
  • Liaising with product and technical teams, raising JIRA tickets as necessary
  • Analysing and, where necessary, escalating issues found during implementations to identify short-term fixes and long-term solutions
  • Ensuring internal reporting systems are kept up to date
  • Contributing to and delivering own internal continual improvement initiatives
  • Maintaining internal documentation
  • Acting as first-line technical support and troubleshooting where issues are found
  • Building deeper knowledge of the industry, business product, and system capabilities

What We Are Looking For

  • Proven experience working in an Implementation role in the payments/card industry and/or wider financial services industry
  • Knowledge and experience with card schemes
  • Good awareness of current trends within the market and industry
  • Proven project management skills
  • Experience with JIRA and Salesforce – Desirable
  • Strong communication skills with internal and external stakeholders
  • Client-facing and experience working with third-parties
  • The ability to deliver multiple projects in parallel

Additional Information

We operate a hybrid working model, requiring you to work from our London office 50% of the time. Thredd operates in a secure environment, and all candidates will be credit and background checked to the extent permitted by law.