Head of Implementation

About the Role
You own the implementation business and customer value realisation for an AI-first source-to-pay platform running $20B+ in enterprise spend. This is a leadership role: you lead Implementation Leads and Engagement Managers. Engagement Managers run execution on their accounts, Implementation Leads own delivery across their portfolios, and you set the strategy, standards, capacity and commercials for the function. You report to the CEO.
What you’ll drive
Customer Value Realisation
Set the value-realisation framework and success measures for the portfolio.
Build a referenceability programme that turns live customers into enterprise references and case studies.
Own customer satisfaction at portfolio level, and the mechanism that measures it.
Hold executive relationships with the CXO sponsors of strategic accounts.
Portfolio Delivery & Governance
Own on-time go-live performance across the portfolio, governed through portfolio reviews and metrics.
Define the stage-gate framework that Implementation Leads run on every programme, and audit adherence.
Leading The Implementation Function
Lead Implementation Leads and a team of Engagement Managers.
Define what each layer owns: Implementation Leads for tactical delivery across their portfolios, Engagement Managers for execution on their accounts.
Set the delivery methodology and standards, and own their adoption across the function.
Own the headcount plan and talent pipeline, building a bench ahead of demand.
Coach Implementation Leads, and build the career path from Engagement Manager to Implementation Lead.
Cross-Functional Ownership
Set the operating agreement with the sales, product and customer success; and govern adherence.
Represent the customer view in leadership forums, with evidence from across the portfolio.
Commercial Ownership
Shape expansion and cross-sell strategy with sales, using signals surfaced by Implementation Leads.
Own the implementation P&L: delivery cost, margin, capacity and utilisation across the portfolio.
Build the operating model, including the mix of in-house and partner capacity, so delivery cost per programme falls as the function scales.
You’ll thrive here if
17–25 years in enterprise software implementation, professional services or customer success, including leading a multi-layer delivery organisation.
You have run a portfolio of enterprise programmes through delivery leaders, from contract to confirmed value, in complex B2B environments.
You have built a delivery function and the methodology behind it, including hiring and developing delivery leaders.
You hold commercial and scope positions with customer executives while the relationship stays strong.
You work comfortably across sales, product and customer success.
You use AI as a core part of how you work, and raise the bar for those around you.
Domain expertise: S2P.
What’s In It For You
Full ownership of implementation and customer value for enterprise accounts on a platform powering $20B+ in enterprise spend.
A 20+ person function to lead and shape, with authority over methodology, structure and standards.
A direct line to the CEO, with no bureaucracy between your judgment and the decisions that matter.
Direct influence on the product, with the customer evidence to back it.
A culture where problem solving, ownership, and action are rewarded.

Work arrangement
No