Call Centre and Customer Service

Head of Implementations

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Job Title: Head of Implementations

Location: Remote / Hybrid

Salary: Competitive

Job Type: Permanent, Full Time

The Company:

WorkWave is a market leading, expanding global business with offices in the North America, UK, Australia and Italy. Trading as TEAM Software by WorkWave in the UK, TEAM develops financial, operations and workforce management solutions for contractors with distributed workforces of any size, with a focus on the facilities management, building service and security industries. TEAM’s efficiency-enhancing technology transforms business management and drives profitability. The company’s industry-specific solutions range from a complete enterprise software ecosystem to a right-sized workforce management toolset that connect key components of customers’ businesses.

The Position:

The Head of Implementations will be responsible for leading a functional team within WorkWave’s Customer Service department. This role will oversee the management of the implementation team for the EMEA region, specifically the UK. The requirement is for an experienced team manager with a proven track record of successfully managing a team of technical consultants to deliver complex software implementation projects for enterprise clients, and of driving change programs which optimise utilisation and skills within the team to increase efficiency and deliver consistent improvements in the quality of services and delivery.

The UK head office is based in the West Midlands and this is a remote/hybrid role.

What you’ll do:

  • Manage team allocation by ensuring that each team member has a manageable workload and reallocating resources as needed
  • Monitor and manage team headcount to functional budget
  • Establish and manage to clearly defined goals, objectives, responsibilities, competencies and development plans for the implementation team
  • Provide team member coaching and performance feedback
  • Develop team members for growth and succession, with clear purpose in specialised areas
  • Drive monetisation of professional services activities and maintain acceptable billable hours utilisation across the team
  • Cultivate relationships and open communication with other areas of the business, customers, and business partners in an effort to identify opportunities to improve processes and methodologies
  • Support pre-sales processes while working with sales and account management professionals to win new business, proposal review and refinement
  • Working closely with the support function to ensure that implementation activity is reliably and efficiently transitioned to support upon completion
  • Provide leadership and facilitate cross project / cross functional team develop of improved implementations to address clients’ requirements
  • Manage relationship with senior client contacts and provide key leadership and oversight to large client implementations
  • Develop process improvements that support the differing customer segments, while driving alignment, consistency and best practices across the implementation team
  • Provide input to senior leadership on annual budget needs/requirements for current and forecasted business

What you’ll need:

  • Ability to delegate with clarity, and to what level of authority you are granting. Growth mindset, ability to motivate the functional leaders
  • Ability to keep composure and manage stress (shielding downstream team members from unnecessary worries)
  • Ability to advocate on behalf of the teams needs and performance
  • Strong communication and be an active listener who can take constructive criticism and turn it into action
  • Ability to repair escalated relationships with customers
  • Strong reporting and analytical background with capabilities to interpret data through various lens’
  • Ability to address and solve complex problems and to develop solutions to problems that cannot be solved using existing techniques or approaches

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: Head of Implementations, Implementation Manager, Implementation Lead, Implementation Director, Implementation Team Leader, Project Delivery Lead, Integration Manager, Change Management Head, Implementation Strategy, Rollout Manager, may also be considered for this role.

How can we help?
How can we help?

If you have any questions and you would rather chat to a member of our team please email or call us about this role.

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