The Implementation Lead is responsible for supporting enterprise implementation efforts, with a primary focus on leading customer-driven change requests and expansion initiatives for existing accounts. This role ensures that all changes to scope, services, or agreements, as well as broader implementation initiative, are effectively planned, resourced, executed, and successfully launched.
Acting as the central lead for post-onboarding changes and select enterprise implementations, this individual oversees the full lifecycle of implementation, from intake and scoping through execution, testing, and go-live. They partner cross-functionally to ensure alignment across teams, maintain operational continuity, and deliver seamless transitions as customer needs and business requirements evolve.
While the primary focus is on supporting existing customers, this role will also contribute to new customer onboarding efforts as bandwidth allows, partnering with the Onboarding & Implementation Manager to ensure consistency and scalability in delivery.
This is a full-time, on site position, based out of our Fort Lauderdale Headquarters. Our benefits offering includes medical, dental & vision insurance; 401k with company match and paid time off.
Key Responsibilities
Change Management & Customer Expansion (Primary Focus)
- Serve as the primary owner and point of contact for customer change initiatives, including scope changes, service expansions, and contract modifications.
- Lead end-to-end change management activities, encompassing intake, impact assessment, scoping, planning, resourcing, execution, testing, and go-live.
- Assess the operational, system, supply chain, and service delivery impact of requested changes to ensure feasibility and readiness.
- Develop and maintain detailed implementation plans, including timelines, milestones, resource requirements, and dependencies.
- Coordinate and drive alignment across cross-functional teams (e.g., IT, Depot Services, Supply Chain, Procurement, Finance) to ensure successful delivery of change initiatives.
- Ensure systems, processes, pricing, logistics, billing, and contractual elements are configured and aligned to support approved changes.
- Oversee testing, validation, and readiness activities for new or modified services prior to launch.
- Ensure all changes are accurately documented and reflected in SOPs, workflows, process documentation, and customer-facing materials.
- Proactively identify risks, dependencies, and potential roadblocks, implementing mitigation strategies to minimize disruption to ongoing operations.
- Clearly communicate project scope, plans, timelines, risks, and expectations to internal teams, customers, and other stakeholders.
- Track and report on project progress, risks, and outcomes, providing regular status updates to leadership and stakeholders.
- Measure success using key metrics such as time-to-implement, error rates, and customer satisfaction.
- Analyze trends in customer change requests and recommend process improvements to enhance scalability, efficiency, and future implementation outcomes.
- Provide support to the Onboarding & Implementation Manager during periods of lower change activity.
- Assist with onboarding activities such as account setup, cross-functional coordination, and execution as needed.
- Ensure close alignment between onboarding and change management processes to deliver a consistent and seamless customer experience.
- Bachelor’s degree in Business Administration, Information Technology, Supply Chain, or a related field; relevant certifications in Project Management, Change Management, ITIL, or Process Improvement are a plus.
- 3–5 years of experience in implementation, project and change management, customer success, or service delivery, including managing scope changes, service expansions, and operational transitions.
- Strong project and change management capability, with proven experience leading complex initiatives from planning through execution and launch.
- Demonstrated ability to coordinate cross-functionally, manage stakeholders effectively, and influence outcomes without direct authority.
- Strong customer focus, with the ability to manage expectations, deliver high-quality outcomes, and translate complex changes into clear, actionable plans.
- Proactive problem-solving skills, including risk identification, mitigation, and solution development.
- Highly organized, with the ability to manage multiple concurrent projects, maintain attention to detail, and adapt in a fast-paced, evolving environment.
- High level of ownership, accountability, and commitment to successful outcomes.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
- Experience with CRM or workflow tools (e.g., ServiceNow) preferred.
- Familiarity with IT systems, hardware lifecycle services, and operational workflows is beneficial.
Future Tech Enterprise, Inc. is a recognized leader in delivering enterprise IT solutions and services to commercial, federal, and global clients. We are proud partners with technology innovators such as Dell Technologies, NVIDIA, Dell, Cisco, and others, helping our customers transform operations and drive digital modernization.
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What We Do
Follow our page for insights on hybrid IT strategy, cloud, security, AI, data science, remote workforce, back-to-office technology solutions, e-sports. Future Tech Enterprise, Inc. is an award-winning IT solutions provider with capabilities in nearly 180 countries. Recent Future Tech honors include being named Dell Technologies Federal Growth Partner of the Year 2020, NVIDIA Partner of the Year Professional Visualization (2019), and Partner of the Year APC by Schneider (2019). Since its start in 1996, Future Tech has experienced exceptional growth and become an IT partner-of-choice for global leaders in the aerospace, defense, education, energy, government, healthcare, manufacturing, and retail sectors. We help companies maximize their IT investments by delivering solutions for hybrid cloud, cyber security, hardware/software procurement, imaging, customized configuration, logistics, storage, infrastructure, data science. Future Tech offers additional support services, including technology training and staff augmentation. Our commitment to excellence is consistently recognized by industry associations and Original Equipment Manufacturers (OEM). A short list of Future Tech’s industry certifications/awards includes: - Dell Technologies Federal Growth Partner of Year 2020 - NVIDIA Partner of the Year Professional Visualization 2019 - 2019 Partner of the Year APC by Schneider Electric - ISO 9001:2015 - Certified - AS 9100 Rev D. Certified - NIST Certified - HIPAA Certified - Member of Forbes Technology Council - Dell Technologies Titanium Partner - VMware Partner - HPi Elite Partner - Lenovo Global Platinum - Apple Value Added Reseller Partner - Nutanix Preferred Partner - Winner HP’s Federal Partner in 3D Print Premier Program Award - One of 8 companies nationwide certified as HP Education Specialist Contact Future Tech to simplify your company's toughest IT challenges: www.ftei.com Email - [email protected] | 631-472-5500
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