Technical Implementation Manager

Job description / Role

About norbloc

Norbloc builds data-sharing infrastructure for regulated industries. Our Fides platform powers national-scale eKYC in the UAE, letting licensed financial institutions share verified customer data instead of collecting it again. Sancus, our KYC/KYB orchestration platform, lets banks, EMIs, and payment firms run onboarding, screening, and ongoing due diligence in one workflow. We have operated since 2016, with teams in Dubai, Athens, and Stockholm.

Role overview

Norbloc is seeking a technical implementation manager to support enterprise clients in connecting their systems to a nationwide eKYC platform. This role oversees implementation activities and guides clients through technical implementation, including environment setup, deployment requirements, and integration activities needed for successful onboarding.

The ideal candidate brings strong technical integration experience, clear communication skills, and the ability to run structured client workshops. The experience range is 8–10 years.

Key responsibilities

• Lead business onboarding sessions with client business, technical, and architecture teams to explain business processes, platform capabilities, onboarding requirements, and end-to-end workflows, ensuring alignment on objectives, roles, responsibilities, and implementation timelines.
• Drive production go-live readiness by tracking technical dependencies, integration milestones, testing progress, outstanding defects, and operational prerequisites to ensure production rollout is completed on schedule.
• Proactively identify and mitigate delivery risks that could affect production timelines, escalating critical blockers to relevant stakeholders and driving resolution through to closure.
• Guide clients in interpreting API specifications, mapping internal data models, and managing request and response flows.
• Explain infrastructure prerequisites, including sizing, networking requirements, security configurations, and provisioning.
• Support clients in understanding business flows and data exchange patterns.
• Coordinate end-to-end production deployment activities, ensuring completion of connectivity validation, SIT/UAT, security checks, configuration readiness, and production sign-off before go-live.
• Act as the gatekeeper for L3 support, managing escalation workflows and coordinating with engineering, DevOps, and QA to ensure timely resolution.
• Maintain deep familiarity with the product and platform to effectively triage issues, validate client-reported problems, and coordinate L3 support activities.
• Serve as the central point of contact for tracking readiness and integration progress across all clients, maintaining consolidated dashboards and status views.
• Collaborate internally with product, engineering, and onboarding teams to ensure consistent messaging and smooth client enablement.
• Ensure a high standard of customer service and satisfaction through clear, proactive communication, appropriate expectations, timely updates, and effective resolution of client concerns.
• Track and report key delivery and service metrics, including onboarding progress, production readiness, go-live adherence, incident resolution timelines, and customer feedback, to support continuous improvement.
• Improve onboarding and support processes by identifying recurring technical challenges, documenting lessons learned, maintaining implementation guidelines and knowledge repositories, and recommending ways to enhance delivery efficiency and customer experience.

Requirements

Core skills

• Business and technical understanding: Ability to understand business requirements, platform capabilities, and technical dependencies to support successful client onboarding, with a willingness to learn.
• Stakeholder coordination: Strong understanding of how to coordinate across business, technical, and operational teams to facilitate effective implementation.
• Client engagement and communication: Skilled at conducting client workshops, explaining processes and requirements, and translating complex information into clear implementation steps.
• Implementation and readiness management: Ability to guide clients through onboarding activities, track dependencies, and ensure readiness for implementation and production rollout.
• Issue and escalation management: Ability to coordinate issue resolution, manage escalations, and collaborate with internal teams to ensure timely outcomes.
• Business process awareness: Understanding of business processes, operational workflows, and regulatory requirements to support effective client onboarding and platform adoption. Familiarity with KYC data flows is a bonus.

Candidate background

Candidates who excel in this role typically come from one or more of the following fields:

• System integration or middleware consulting
• API product implementation or technical presales
• Enterprise architecture or solution architecture (junior to mid-level)
• Fintech implementation (KYC, onboarding, banking, or regulatory platforms)

Experience requirements

• Educational background, preferably in information technology, computer science, or engineering. A bachelor’s degree is required; an MBA or MSc is preferred.
• 8–10 years of overall experience, preferably in technical consulting, system integration, API-based product implementation, or enterprise onboarding roles.
• Experience with Agile, Scrum, and Waterfall frameworks.
• Exposure to cloud environments (Azure preferred) and Kubernetes concepts (AKS).
• Experience managing L3 support workflows or technical escalation processes.
• Experience working with banks, regulators, or large enterprises is a strong advantage.
• Ability to communicate complex technical concepts to mixed audiences, including architects, developers, and business teams.

Benefits

• Competitive compensation package
• Opportunity to work on national-scale eKYC infrastructure in the UAE