Head - Implementation - BFS

• The Head of implementation role is accountable for end-to-end implementation outcomes, strict adherence to the SOP, and formal transition to Client Success post go-live.
• You will be the custodian and authority on scope, timelines, dependency enforcement, escalation, and delivery readiness.
• Core Accountability (Non-Negotiable)

• Own implementation predictability, not just customer satisfaction
• Enforce SOP across all enterprise implementations
• Act as the final escalation point for delivery risk, scope creep, and customer-induced delays
• Protect platform integrity and engineering focus
• Ensure sales promises are executable before delivery starts

Key Responsibilities

1. Implementation Governance & Delivery Ownership

• Own delivery outcomes across all active enterprise implementations
• Ensure mandatory phase sequencing: Discovery & Blueprint
• Configuration, Integration, Custom Development (only if approved), UAT, Go-Live & Hypercare
• Enforce no shortcuts, no parallelism outside SOP-defined paths
• Ensure minimum viable flow go-live, pushing non-critical scope to Phase 2

2. Scope Control & Change Governance

• Enforce Change Request (CR) discipline: No new requirements post-blueprint without CR
• CRs must include cost, timeline, and approval, prevent mid-project scope creep driven by: Sales pressure
• Client escalation
• Own final decision on go/no-go for custom development

3. Dependency & Delay Management

• Ensure all customer dependencies (APIs, policies, UAT bandwidth, approvals) are: Clearly documented
• Tracked weekly and timestamped, enforce automatic timeline extensions for customer-induced delays. Categorize and log into all delays as: Customer-induced
• External dependency, trigger escalation strictly as per SOP timelines

4. Sales-to-Delivery Enforcement

• Block project kickoff unless complete sales handover is received: Signed contract & SOW
• Approved timelines, integration list, custom requirements, customer stakeholders & escalation contacts and push back on uncommitted, under-defined, or unrealistic sales promises
• Partner with Sales-but never absorb sales risk into delivery

5. Leadership & Team Ownership

• Directly manage: Implementation Program Managers and client Success Managers (post go-live)
• Ensure clear ownership boundaries: Implementation PM owns delivery and client Success owns post-go-live outcomes
• Build a governance-first culture, not hero-based execution. Coach teams escalate early, document always, and avoid silent risk accumulation

6. Customer Engagement (Strategic, Not Accommodative)

• Act as a trusted advisor, while maintaining delivery discipline
• Lead weekly governance forums with: R/Y/G dashboards; dependency tracker and UAT status, CR log, Risk register and engage customer leadership when required-not just delivery teams

Required Experience & Profile

• 15+ years in enterprise SaaS / platform implementation leadership
• Proven experience running multi-client, parallel implementations
• Strong background in: Platform-led delivery (not bespoke IT projects)
• Scope control & CR enforcement
• Enterprise customer escalation handling
• Experience in Fintech / Banking / Lending platforms strongly preferred

Skills & Capabilities

• Exceptional delivery governance and escalation judgment
• Ability to say no with clarity and evidence
• Comfort enforcing timeline freezes and re-baselining
• Strong written documentation discipline
• Calm under pressure; not conflict-avoidant

Certifications (Optional, Not Deciding Factor)

• PMP / PRINCE2 / SAFe / Agile preferred

Working Model

• 5 days work from office
• Role requires daily cross-functional coordination