About the Role
The Manager, Implementation Services is responsible for leading the Implementation Services team and overseeing the successful planning, execution, and delivery of customer projects. This role ensures projects are completed on time, within budget, and in alignment with customer expectations while maintaining exceptional service quality throughout the engagement lifecycle.
The Manager, Implementation Services provides leadership, mentorship, and performance management for team members, fosters a culture of accountability and continuous improvement, and serves as a key point of coordination between customers, internal departments, vendors, and strategic partners. This position is accountable for project governance, resource planning, operational efficiency, customer satisfaction, and achievement of departmental service delivery objectives and key performance indicators.
The Manager, Implementation Services combines strong leadership, project management, and customer relationship skills with a commitment to employee development, process excellence, and continuous professional growth.
What You’ll Do
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Team Leadership & Development: Lead, mentor, and support members of the
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Implementation Services Team by providing coaching, performance feedback, professional development opportunities, and support for recruitment, onboarding, retention, and employee engagement initiatives.
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Project Delivery & Lifecycle Management: Oversee the successful delivery of implementation projects by managing project schedules, budgets, resources, timelines, work plans, and deliverables throughout the project lifecycle.
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Project Governance, Risk & Quality Management: Establish and maintain project delivery standards including kickoff, planning, risk management, change control, quality assurance, customer acceptance, project closure, and lessons learned processes.
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Financial Performance & Resource Capacity: Monitor project profitability, labour utilization, budget variance, resource capacity, and project pipeline demand to ensure efficient delivery and sustainable departmental performance.
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Customer Experience & Communication: Maintain a superior customer experience through regular project status updates, customer-facing meetings, proactive communication, and timely resolution of customer concerns and complaints.
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Operational & Service Management: Monitor project-related tickets, tasks, and team activities to ensure timely responses, accurate documentation, effective change management, and adherence to service delivery standards and KPIs.
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Stakeholder, Vendor & Partner Coordination: Collaborate with internal departments, procurement teams, vendors, and external partners to ensure accurate order processing, product delivery, and successful execution of project-related services.
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Administrative & Financial Oversight: Review and approve staff time entries, convert Implementation Services sales orders, prepare monthly service invoices, maintain project records, and ensure projects remain within approved budgets and timelines.
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Cross-Functional Collaboration: Ensure effective communication and knowledge transfer between Implementation Services and other departments, including Support and Managed Services, regarding project activities that impact customer environments.
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Continuous Improvement & Professional Development: Support departmental performance, employee engagement goals, process improvement initiatives, and ongoing professional development for both self and team members.
Key Performance Indicators
The Manager, Implementation Services will be accountable for achieving departmental performance targets that support customer satisfaction, operational discipline, project profitability, and predictable delivery outcomes. Key performance indicators may include, but are not limited to:
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Project Gross Margin: Maintain project profitability by managing labour costs, scope control, budget variance, rework, write-offs, and change order discipline in alignment with approved margin targets.
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Team Utilization: Monitor and manage billable utilization across project delivery resources to ensure productive capacity, appropriate workload balance, and efficient use of technical staff.
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Milestone Adherence: Ensure project milestones, deliverables, and customer commitments are met according to approved schedules, with proactive escalation and recovery planning when risks arise.
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Project Delivery Forecast: Maintain an accurate forward-looking view of project timelines, resource demand, backlog, delivery capacity, and expected revenue recognition to support operational and financial planning.
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Customer Service: Deliver a consistent, professional customer experience through clear communication, timely issue resolution, expectation management, project satisfaction feedback, and effective handoff to Support or Managed Services.
What You Bring
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Leadership experience with a proven ability to mentor, coach, and manage team performance.
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Experience delivering or supporting technical projects in a customer-facing environment.
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Strong communication skills with the ability to engage and manage customer expectations.
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Experience using ticketing or service management systems.
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Proficiency with Microsoft Office and strong troubleshooting/problem-solving skills.
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Valid Class 5 Driver’s License with access to a vehicle.
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Ability to participate in an on-call rotation.
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Familiarity with Microsoft technologies (e.g., Azure, Windows Server, Exchange, SQL, Teams) and core infrastructure concepts (networking, security, DNS/DHCP).
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Exposure to virtualization, endpoint management, backup systems, and identity services.
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Experience in recruiting, resource planning, and performance management.
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Post-secondary education in IT, Business, or a related field.
Diversity, Equity, and Inclusion: At MSP Corp, we believe that diversity, equity, and inclusion are essential for fostering a healthy and innovative work environment. We are committed to creating a workplace where everyone, regardless of age, gender, ethnicity, sexual orientation, ability, or any other characteristic, feels valued and respected. We encourage applications from individuals of diverse backgrounds and perspectives and ensure a fair and inclusive recruitment process.
