Manager, Implementation Services

Description

Consulting Manager (Implementation Services) Job Description (2026)

Role Summary

The Consulting Manager leads a global team of implementation consultants delivering Intelex customer implementations with predictable execution and measurable customer outcomes. This role balances portfolio delivery leadership customer relationship stewardship people management and operational excellenceimproving time-to-value quality and delivery consistency through disciplined standards and continuous improvement.

Customer outcomes are the priority. Success is defined by customers achieving value (adoption readiness workflow effectiveness data quality stable go-lives) not merely completing project tasks.

Reporting Line and Scope

Reports to : Services Delivery Leader

Leads : Implementation Consultants (and potentially Senior Consultants / Technical Consultants)

Partners closely with : Sales Solutions Consulting / Pre-Sales Customer Success Support Product

Travel : up to 10% including occasional international trips

Why Youll Thrive at Intelex & Fortive

We Compete for Shareholders : Youll lead a high-performing consulting team that delivers business value protects delivery efficiency and enables scalable growth.

Customer Success Inspires Our Innovation : Youll convert delivery feedback and recurring friction into improvements that accelerate time-to-value and customer experience.

We Build Extraordinary Teams : Youll hire develop and retain strong consultants with high accountability and high care.

Kaizen Is Our Way of Life : Youll practice continuous improvement dailystandardizing what works eliminating waste and improving delivery performance over time.

What Youll Be Accountable For

Customer outcomes : implementations achieve defined success criteria that enable adoption and long-term value

On-time delivery : milestones are delivered to schedule with transparent progress and managed risk

Quality : high standards in requirements configuration data / integration readiness and go-live stability

Customer experience : strong relationships proactive communication and effective escalation handling

Utilization and capacity health : resource allocation optimized across scope skills and availability

Team performance and development : strong coaching engagement retention and capability growth

Operational excellence : continuous improvement that reduces variance rework and time-to-value

Responsibilities

Delivery Leadership

Assign consultants to projects based on scope expertise complexity and resource availability; manage capacity planning and utilization.

Lead delivery across multiple concurrent implementations; ensure timelines scope deliverables and dependencies are managed and visible.

Drive adherence to implementation methodology project standards and best practices (templates checklists quality gates).

Coach teams on execution discipline : requirements clarity sequencing documentation quality and stakeholder management.

Proactively mitigate risk through structured risk management early warning signals and clear escalation paths.

Step in on at-risk engagements to drive recovery plans : re-baseline resourcing adjustments scope alignment and executive-level communication.

Customer Outcomes and Relationship Management

Act as delivery sponsor on key accounts : reinforce shared success criteria maintain executive alignment and protect customer trust.

Strengthen customer satisfaction through proactive engagement expectation-setting and decision-ready status reporting.

Translate customer goals into measurable implementation success criteria and ensure governance tracks progress against them.

Ensure clean continuity from implementation to Customer Success : outcomes achieved known gaps configuration intent and next milestones clearly documented.

People Leadership (Hire Develop Retain)

Manage recruitment onboarding performance appraisals and career development for team members.

Facilitate training and development to align consultant skills with evolving business needs (product modules industry use cases technical depth).

Build a high-performance culture : clear expectations rapid coaching loops accountability recognition and consistent performance management.

Recommend and implement strategies to improve team efficiency effectiveness and engagement.

Cross-Functional Collaboration (Product Support Sales Partners)

Partner with internal teams to improve hiring training customer service alignment and product knowledge readiness.

Collaborate with Sales / Pre-Sales to improve scoping integrity SOW accuracy implementation readiness and realistic timelines.

Collaborate with Product and solution design teams to prioritize issues impacting implementation feasibility time-to-value and quality.

Establish closed-loop feedback with Support to reduce go-live turbulence and recurring post-go-live issues.

Oversee partner-delivered work when relevant : standards enablement QA oversight and governance in hybrid delivery models.

Continuous Improvement (Kaizen / Operational Excellence)

Implement best practices to improve service delivery reduce time-to-value and improve quality.

Identify recurring delivery bottlenecks and failure modes (scope gaps data migration / integration surprises rework loops); implement countermeasures and standard work.

Maintain and evolve implementation assets : templates accelerators reference patterns QA gates and enablement materials.

Key Metrics (How Performance Is Measured)

Utilization : optimize resource allocation and team productivity

On-time delivery : milestone attainment and schedule adherence

Customer satisfaction : customer experience trust and outcome attainment

Quality : rework rates go-live stability escalation volume / severity and time-to-resolution

Time-to-value : cycle time to key milestones and readiness measures

What You Bring (Qualifications)

Proven leadership experience in consulting or professional services including people management.

Track record delivering high-quality enterprise and midmarket SaaS implementations.

Strong customer-facing presence and ability to build trusted relationships at multiple organizational levels.

Proactive problem-solving and escalation management; comfortable leading through ambiguity and pressure.

Strong collaboration in dynamic fast-paced environments with cross-functional dependencies.

Passion for innovation process improvement and operational excellence (Kaizen mindset).

Exceptional communication interpersonal and project management skills.

Self-motivated with a commitment to continuous learning and developing others.

Culture Fit (How You Operate)

Customer-obsessed : seeks to understand customer choices and removes friction to deliver outcomes

Team player : improves performance while supporting others to raise overall team results

Innovator : experiments learns fast and improves how work gets done

Courageous : addresses hard problems directly; takes ownership in uncertain conditions

Results-driven : sets a high bar and delivers consistently

Adaptable : effective in complexity change and shifting priorities

Strong interpersonal skills : communicates and negotiates effectively with customers and colleagues at all levels

Coaches continuously : sets clear expectations gives fast specific feedback and follows through

About Intelex

Intelex is a global leader in EHS and Quality management software serving over 1000 clients and 1 million users worldwide. Since 1992 our web-based platform has helped companies improve performance reduce risk and stay compliant with global standards. Recognized as one of Canadas Best Managed Companies and Most Admired Corporate Cultures Intelex is a proud member of the Fortive family.

Diversity Equity & Inclusion

Intelex and Fortive are committed to building a team as diverse as the customers we serve. We are equal opportunity employers and welcome applicants from all backgrounds. Reasonable accommodations are available throughout the hiring process.

Required Experience :

Manager

Key Skills

Business Development,Project Timelines,Business Process,Customer Service,Client Expectations,Account Management,Salesforce,Client Relationships,Project Management,ERP,Java,Client Service,Consultants,Management System,Procedures

Employment Type : Full-Time

Experience : years

Vacancy : 1