Implementation Manager

Role & responsibilities

Key Responsibilities
Customer Engagement & Satisfaction:

• Act as the primary point of contact for external customers during project implementation.
• Build and maintain strong relationships with customers to ensure high satisfaction and positive Net Promoter Scores (NPS).
• Respond promptly to customer inquiries, addressing concerns and managing expectations effectively.

Project Management:

• Lead end-to-end project implementation, ensuring adherence to scope, timelines, and budgets.
• Document project requirements clearly, obtain sign-off from stakeholders, and track changes effectively.
• Proactively identify risks and issues, resolving them to maintain project quality and alignment.
• Ensure all implementation activities align with SDLC and process standards.

Scope & Timeline Management:

• Negotiate project scope and timelines with customers, balancing business goals with resource constraints.
• Establish clear project milestones and ensure they are met consistently.

Collaboration with Product Management:

• Stay attuned to customer needs, identifying opportunities for future enhancements.
• Gather feedback and relay insights to the Product Management team to inform the roadmap for GRC solutions.

Governance, Risk, and Control Expertise:

• Stay abreast of emerging trends and regulations in GRC to guide project implementation and customer engagements effectively.
• Ensure the GRC product meets regulatory and compliance standards during implementation.

Process Adherence & Reporting:

• Maintain thorough documentation of all project activities, decisions, and customer interactions.
• Provide regular updates and reports on project progress to internal stakeholders.
• Ensure compliance with organizational and industry best practices throughout the project lifecycle.

Qualifications

• Bachelor's degree in Business, Information Technology, or a related field.
• 3-5 years of experience in project implementation or management, preferably with GRC products or solutions.
• Strong understanding of SDLC, Agile processes, and project governance.
• Proven ability to manage multiple implementations simultaneously while meeting quality standards.
• Exceptional communication, negotiation, and stakeholder management skills.
• Customer-centric mindset with a demonstrated ability to achieve high customer satisfaction and NPS.

Preferred Skills

• Experience working with GRC platforms or tools (e.g., RSA Archer, ServiceNow GRC).
• Knowledge of risk management, regulatory compliance, or audit practices.
• Relevant GRC certifications, such as:
• Certified Information Systems Auditor (CISA)
• Certified in Risk and Information Systems Control (CRISC)
• Certified Information Systems Security Professional (CISSP)
• Certified Information Privacy Professional (CIPP)
• ISO 27001 Lead Implementer or Auditor
• ITIL Foundation Certification
• ServiceNow Certified Implementation Specialist (GRC) (if applicable).
• Familiarity with project management tools (e.g., Jira, MS Project).
• Certifications in Agile, Scrum, or Project Management (e.g., PMI-PMP, CSM).