Implementation Delivery Manager

ABOUT US SFG20 is the industry standard for building maintenance. Providing services and pioneering technologies that empower people to create and sustain safer buildings. Our mission is to make buildings better using our standard, software and expertise. Our vision is to become the leading authority for built environment maintenance that protects and enhances quality of life. ABOUT THE ROLE As an Implementation Delivery Manager, you play a critical role in ensuring customers successfully adopt the SFG20 platform, enabling them to realise value quickly and confidently. By combining project management expertise with hands-on implementation delivery, you will guide customers from project initiation through to go-live. You will deliver a high-quality onboarding experience, manage implementation projects of varying complexity, and coordinate internal resources to ensure implementations are delivered efficiently, on time, and to a consistently high standard. Your work directly contributes to customer satisfaction, adoption, retention, and long-term success. KEY RESPONSIBILITIES Customer Implementation & Delivery - Lead customers through the implementation journey from project kick-off to successful go-live. - Configure customer data within the SFG20 platform using internal systems and implementation tools. - Prepare, cleanse, manipulate and validate customer data using Microsoft Excel and other implementation tools. - Deliver implementation activities in line with agreed project plans, timelines and quality standards. - Conduct customer workshops, implementation meetings and progress updates throughout the project lifecycle. - Support customers with onboarding activities, system adoption and transition to Business as Usual. - Ensure implementation documentation is completed and maintained accurately. Project Management - Manage multiple customer implementation projects simultaneously, ensuring delivery to agreed scope, timescales and budget where applicable. - Develop and maintain project plans, monitor milestones and proactively manage project risks and issues. - Coordinate activities across internal teams including Customer Success, Product, Sales and Technical teams. - Provide regular project reporting and communicate progress clearly to customers and internal stakeholders. - Escalate project risks appropriately and drive resolution to maintain successful project delivery. Resource Planning & Capacity Management - Support the planning and scheduling of implementation activities across the Implementation team and wider business. Continuous Improvement - Contribute to the ongoing improvement of implementation processes, tools and documentation. - Identify opportunities to improve customer onboarding efficiency and project delivery. - Share best practice and lessons learned across the team. Customer Experience - Build trusted relationships with customers, acting as a key point of contact throughout implementation. - Deliver a professional, consultative customer experience that reflects SFG20's values. - Understand customer requirements and translate these into successful implementation outcomes. - Work collaboratively to maximise customer satisfaction and successful adoption of the SFG20 platform. ESSENTIAL EXPERIENCE - Experience within Facilities Management, Building Maintenance or Compliance sectors. - Excellent customer-facing communication and relationship management skills. - Strong project planning and organisational skills. - Experience implementing SaaS or cloud-based software solutions. - Advanced Microsoft Excel skills, including data manipulation, validation and analysis. - Experience managing multiple projects simultaneously - Comfortable presenting to customers and facilitating workshops. - Familiarity with data migration or system configuration activities. Desirable experience - Project Management qualification (PRINCE2, APM, Agile, PMP or equivalent). - Experience contributing to process improvement initiatives. -…