Head of Implementation

About the Client

Our client is a fast-growing B2B enterprise SaaS vendor using data and AI to optimize safety and operations for large-scale commercial fleets and assets across the UK and Ireland.

The Role

Reporting directly to the COO, you will lead a team of Enterprise Customer Delivery Managers and own end-to-end implementation from contract sign-off to steady-state operations. You will be accountable for delivery quality, time-to-value, team margins, and client retention, working cross-functionally with Pre-Sales, Product, and Support.

Key Responsibilities

• Portfolio & Capacity Management: Prioritize complex implementations, balance workloads across the team, and forecast against the commercial pipeline.
• Governance & Standards: Establish robust delivery governance (RACI, risk control, steering committees) and continuously refine onboarding methodologies and toolkits.
• Team & Commercial Leadership: Recruit, coach, and retain delivery managers while managing team utilization, margins, and pre-sales scoping.
• Executive Escalations & KPIs: Serve as the senior contact for enterprise client executives and report key metrics (time-to-value, margin, CSAT) to the COO.

Requirements

• 8+ years in B2B SaaS implementation/professional services delivery, with 3+ years leading delivery teams.
• Proven track record managing enterprise-level SaaS deployments, complex integrations, and high-stakes executive escalations.
• Strong commercial acumen: Hands-on experience with resource forecasting, delivery margins, and project scoping.
• Bonus Points: Experience in logistics/asset-heavy software, project management certifications (PMP/PRINCE2/Agile), or building a delivery function from scratch.