Job Description

Implementation Manager

United Kingdom or Wilmington, DE (US)

Monday-Friday, Standard Hours

Hybrid Work Model (3 days onsite/2 days remote)

As an Implementation Manager on our Brand Protection - Digital Brand Services (DBS) team, you will lead the end-to-end delivery of new customer services and significant upgrades to existing business. You will be responsible for coordinating the delivery of new Brand Protection services, ensuring that they are delivered on time to specification, and provide client support throughout the process. Services may range from straightforward deployments to large services delivered to customers across different geographies and sometimes involving large client teams. This is a wide-ranging position, and the post holder will be expected to engage at any level within the customers’ business as well as building teams across the wider Digital Brand Services (DBS) team to ensure effective service delivery.

Some of the things you will be doing:

Organization & People

• Main point of contact for all new Brand Protection and Enforcement customers as they progress through the implementation process.
• Coordinate Implementation team activities as required
• Liaison with, and updates on progress to, customer, Account Management and Senior Management
• Working closely with customers to ensure the service meets contractual requirements and is delivered on time

Planning & Reporting

• Managing the end-to-end service implementation lifecycle
• Ensuring the implementation project is clearly scoped
• Developing and maintaining a detailed project plan
• Coordinating project initiation, and gathering client deliverables
• Managing the effective and efficient deployment of resources
• Monitoring and reporting project progress and performance
• Understand dependencies between projects and provide advice to colleagues and business stakeholders, as appropriate

Risk, Issue, Actions and Decision Management

• Recording and managing project issues, risks, and dependencies
• Responsible for monitoring inter-departmental actions and following up as required
• Assess client requirements

Change Control

• Monitor and review tools and process utilized and recommend changes as appropriate
• Ensure that projects are formally closed and, where appropriate, subsequently reviewed and that lessons learned are captured and action for continual improvement is taken.

What technical skills, experience and qualifications do you need?:

• Experience in a customer-facing role, preferably as an Analyst or Account Manager
• Strong understanding of Project Management principles and methodologies and their relative applications
• Ability to transfer Project Management knowledge to direct teams
• Experienced and strong influencer who can manage expectations and leverage collaboration from Senior Management Teams on the customer side whilst coordinating internal teams across different departments (Operational, Commercial, Technical and Legal)
• Highly effective written and verbal communication skills; must be able to speak English clearly; must be able to concisely explain business problems or solutions both in writing and verbally
• Ability to retain objectivity and the understanding of a problem or situation