The Role
Own end-to-end technical delivery of SaaS implementations from deployment through adoption, coordinating clients, product, engineering and third parties. Manage plans, risks, integrations, testing, training and handover; use analytics to drive outcomes; produce executive reporting; codify playbooks and escalate with recommendations.
Summary Generated by Built In
We are looking for a Lead Implementation Manager to own the end-to-end technical delivery of our software to external clients — from kick-off through to live, adopted, and referenceable. You will be the single point of accountability for each implementation: orchestrating the customer, our product and engineering teams, and third parties so that complex software lands cleanly, on time, and to the value the client signed up for.
Key Responsibilities
- Own delivery of the implementation lifecycle for a portfolio of client accounts, from deployment, configuration, and testing through to training, adoption, and handover to ongoing support.
- Build and maintain robust delivery plans, RAID logs, and governance rhythms, proactively managing scope, timelines, dependencies, and risk in line with client regulatory and compliance frameworks.
- Use product analytics and business analysis to drive implementations to a clear "done" state, where the client is live, adopting the product, and realising intended outcomes.
- Act as the trusted senior point of contact for client stakeholders, from operational users through to executive sponsors.
- Manage expectations and navigate competing priorities, holding firm but constructive lines on scope and commercial boundaries.
- Translate fluidly between business intent and technical reality, ensuring clear communication between clients and internal teams.
- Work closely with product and engineering teams, validating releases, triaging issues, and representing customer technical needs with precision.
- Read and reason about configurations, data structures, integration patterns, and API behaviour well enough to scope work accurately and challenge estimates.
- Feed structured, prioritised insight back into the product roadmap based on real implementation experience.
- Produce clear, concise status and risk reporting for executive and leadership audiences, with a defensible view on RAG status, risk, and forecast.
- Surface escalations early, bringing options and recommendations to leadership.
- Codify best practice through playbooks, templates, and repeatable implementation methodology that raise the bar across the team.
What we're looking for
- Substantial experience in technical implementation, technical customer success, technical project/programme management, or solutions delivery for software products sold to external clients (SaaS / enterprise software).
- Demonstrable track record of personally owning complex, multi-stakeholder software implementations through to successful go-live and adoption.
- Strong project management discipline, including planning, dependency and risk management, and governance, with the judgement to know when to apply rigour and when to move fast.
- Excellent stakeholder management, up to and including executive/C-level sponsors, with the gravitas to hold difficult conversations and the empathy to keep relationships strong.
- Technical fluency, comfortable reading configurations, data mappings, logs, and API documentation, and able to converse credibly with engineers and challenge technical assumptions.
- Clear, structured written and verbal communication, including executive-level reporting.
- Comfortable operating autonomously and ambiguously as the most senior delivery person in the room.
- Experience implementing AI / ML or data-intensive products is desirable, along with an understanding of the specific delivery nuances these bring, such as data readiness, model behaviour, and explainability.
- Exposure to regulated environments, such as financial services or FCA-regulated settings, is desirable, along with familiarity with the governance and risk expectations involved.
- Familiarity with integration concepts such as APIs, webhooks, SSO, and data pipelines, and tooling such as Jira/Confluence, is desirable.
- Experience shaping implementation methodology or playbooks at a team or organisational level is desirable.
- A relevant certification, such as PMP, PRINCE2, or Agile/Scrum, is useful but not required.
About
Great talent comes in many forms, and we’re committed to building a diverse and inclusive team. Whilst a number of our roles do require specific qualifications and experience, and industry knowledge, we also value potential, unique perspectives, and transferable skills. If you’re excited about this opportunity but don’t meet every requirement, we’d still love to hear from you. We occasionally collaborate with recruitment agencies to fill niche or specialist roles. However, we do not accept agency terms or pay fees for speculative CVs submitted directly to our hiring managers or outside our Applicant Tracking System. If you are a recruitment agency interested in partnering with us for candidate supply, please reach out to [email protected]
Skills Required
- Substantial experience in technical implementation, technical customer success, technical project/programme management, or solutions delivery for SaaS/enterprise software.
- Proven track record of owning complex, multi-stakeholder software implementations through to successful go-live and adoption.
- Strong project management discipline including planning, dependency and risk management, and governance.
- Stakeholder management experience up to executive/C-level sponsors with ability to hold difficult conversations and maintain relationships.
- Technical fluency reading configurations, data mappings, logs, and API documentation; able to converse credibly with engineers and challenge technical assumptions.
- Clear, structured written and verbal communication, including executive-level reporting.
- Comfortable operating autonomously and ambiguously as the senior delivery person in the room.
- Familiarity with integration concepts such as APIs, webhooks, SSO, and data pipelines, and tooling such as Jira/Confluence.
- Experience implementing AI/ML or data-intensive products and understanding associated delivery nuances (data readiness, model behaviour, explainability).
- Exposure to regulated environments (e.g., financial services, FCA-regulated) and familiarity with governance and risk expectations.
- Experience shaping implementation methodology or playbooks at a team or organisational level.
- Relevant certification such as PMP, PRINCE2, or Agile/Scrum.
Arrow Global Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Arrow Global Group and has not been reviewed or approved by Arrow Global Group.
-
Healthcare Strength — Company‑funded private medical insurance, a 24/7 Employee Assistance Programme, an annual company‑funded cancer screening, and a healthcare cash plan are part of the core offer. These provisions indicate robust health coverage that extends beyond basic care.
-
Leave & Time Off Breadth — Annual leave starts at 25 days with options to buy or sell days, alongside carers, faith/cultural, study, and life‑event leave plus paid volunteering time. These options broaden time‑away flexibility and support different life circumstances.
-
Flexible Benefits — A flexible benefits platform offers gym and hotel discounts, cycle‑to‑work, dental insurance, a retail discount card, and a gadget scheme, with some options employee‑funded. Flexibility to tailor add‑ons can increase perceived value across varied needs.
Arrow Global Group Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Arrow Global is a leading European vertically integrated alternative asset manager specializing in private credit and real estate. Founded in 2005, it acquires and manages loan and real estate portfolios, delivering risk-adjusted returns for global investors.
.png){kind=logo}
