Implementation Manager

Position Summary:

The Implementation Manager leads the delivery of new and existing customer implementations for Janison’s Assessment and Academy platform, managing a team of 2 Implementation specialists. This role bridges the gap between technical execution and strategic program management, bringing discipline and clarity to ambiguous enterprise and government client implementations. You will establish standardised implementation processes and quality frameworks to support scalable delivery of client implementation.
You will be responsible for end-to-end new customer implementations from contract handover through go-live and transition to Support and Technical Account Management. Key responsibilities include leading complex implementation programs, developing methodologies, and establishing SLAs and delivery metrics. This position requires a leader who can “command the room” in executive steering committees to build strong stakeholder relationships, while retaining the ability to be hands-on with solution design, technical configuration, and scoping new opportunities when needed. You will coach and performance manage the team to navigate competing priorities, demonstrating the ability to operate autonomously while building implementation capability to industry standards and ensuring high customer satisfaction.

We are currently accepting applications from candidates based in Australia.

Duties & Responsibilities

Program Governance & Executive Stakeholder Management:

• Program Leadership: Manage the end-to-end delivery of new customer implementations from project intake and sales handover through go-live. Bring structure to complex projects by establishing performance dashboards and providing clear “RAG” status reporting to the Head of ITAM and senior leadership. 
• Governance & Change Control: robustly manage project governance utilising the EPMO methodology, demonstrating the foresight to sense and predict critical issues, risks, and challenges well ahead of time. Enforce formal change control processes to manage scope creep and ensure all changes are documented and approved. 
• Strategic Influence: Serve as the primary point of contact for client project teams. Lead steering committees and critical meetings with the ability to manage client expectations, handle difficult conversations, and influence senior stakeholders to align on project goals.
• Transition Management: Partner with Customer Support to define sustainable support models and ensure successful handover. Manage the transition from implementation to BAU, ensuring all documentation and training requirements are met before closing the project. 

Team Leadership & Capacity Planning :

• Resource Allocation: Manage a pipeline of concurrent implementations. Provide clear direction to navigate competing priorities and delivery peaks, ensuring the right resources are assigned to the right projects. 
• Cross-Functional Mobilisation: Ability to identify when roadblocks require support from the wider business; coordinate resources from Product, Engineering, and Support teams to resolve implementation issues and meet deadlines. 
• Operational Leadership: Lead, mentor, and develop the implementation team (2 direct reports). Foster a collaborative culture, drive succession planning, and build a “team-first” environment where knowledge is shared and accountability is high. Provides technical and process guidance, escalation support, and decision-making frameworks. 
• Capability Building: Build team bench strength by identifying skill gaps and creating development and bench strength plans for solution design, technical configuration, and stakeholder management. 

Solution Design & Technical Enablement :

• Consultative Design & Scoping: Lead discovery workshops and collaborate with Sales on pre-sales scoping and transition processes. Proactively lead the client to an appropriate solution for their business by translating their objectives into a clear configuration roadmap. Identify product gaps early and ensure the solution aligns with client business requirements before and after contract signing. 
• Hands-on Configuration: Retain the ability to be hands-on with system configuration, testing and troubleshooting. Coordinates across internal teams (Sales, Product, Engineering, Support, Technical Account Management). Support the team with complex technical tasks for high-stakes programs (e.g., NAPLAN, Selective Schools), including SSO setup, API data feeds, and role permissions. 
• Consultative Engagement: Adopt a consultative and solution focused approach to all client interactions. Lead the client with confidence by validating their goals (“This is what you want to achieve”) and lead the client to an appropriate solution forward (“This is how we will configure it”). Move beyond simple instruction by providing the “Why” giving context and background to technical decisions to ensure clients understand the value and reasoning behind configurations ensure we provide a solution-based approach. 
• Product Feedback: Partner with Product and Engineering to articulate feature gaps and enhancement priorities based on real-world implementation experiences, helping to shape the roadmap. 

Process Maturity & Continuous Improvement :

• Methodology & Standards: Design and maintain standardised implementation methodologies, SOPs, and playbooks to support scalable delivery. Defines and monitors implementation SLAs and KPIs, including project health (scope & budget), risk mitigation speed, resource forecasting accuracy, customer satisfaction, and handover quality. 
• Knowledge Management: Builds reusable assets including project plans, communication templates, and training materials. Maintain a centralised knowledge repository and awareness of SaaS implementation best practices and EdTech industry standards. 
• Quality Assurance: Establish quality gates and validation checkpoints to ensure technical readiness before go-live. 
• Efficiency & Automation: Lead post-implementation retrospectives to identify lessons learned. Proactively identify opportunities to automate processes and reduce “Time to Value” for customers. 

Experience, Skills & Qualifications:

Essential:

• Experience: 3–5+ years in a technical customer-facing role (e.g., Implementation Consultant/Manager, Professional Services Manager, TAM) in a SaaS or enterprise software environment.
• Technical Expertise: Strong understanding of web/cloud technologies, specifically SaaS architectures, SSO/Identity management, and data integrations.
• Problem Solving: Proven ability to maintain composure during high-stakes projects and apply a structured approach to root-cause analysis. 
• Collaboration: Experience collaborating effectively with cross-functional teams (Implementation, Support, Product, Development, Sales). 
• Communication: Excellent interpersonal skills with the ability to explain complex technical concepts to non-technical audiences and vice versa. 
• Documentation: Superior documentation skills for creating technical requirements, project plans, and user guides. 
• Innovation Mindset: A keen interest in emerging technologies, especially AI, and how they can be used to optimise operational efficiency. 

Desirable:

• SME Knowledge: Proprietary platform knowledge of Janison products (Assessments, Learning and Remote Invigilation) or proven ability to quickly master complex software.
• Technical Skills: Basic understanding of front-end development (HTML, CSS, JSON) and API concepts. 
• ​​Qualifications: Relevant certifications (e.g., Azure, ITIL) or a degree in Computer Science, Information Systems, or a related field.​ 

Next Steps

If you are looking for an organisation that will support your growth, provide you with the flexibility you need and are looking for a greater purpose to exercise your skills, then please submit your application. We can’t wait to hear from you!   

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About Janison

Janison exists to transform the way people learn. Our team of educators, technologists and change agents empower teachers, students, accreditation bodies and governments to achieve meaningful educational outcomes by measuring knowledge and progress.

Founded 25 years ago, we are an Australian-owned edtech pioneer delivering more than 6.5 million assessments annually in 117 countries. Our technology supports our commitment to equity and accessibility for all.

Why Janison?

As a finalist in the 2023 Wrk+ Great Place to Work Awards, we are delighted to offer you a fun and inclusive workplace environment, plus:

• Access to our Employee Share Ownership Program. We will match your shares of up to $2,000 per year
• A 5th week of annual leave (conditions apply) and a day off on your birthday
• Parental leave benefit including paid leave, continued Super contributions and more
• A day off each year to volunteer with a community-based organisation dear to your heart
• Annual pay review and bonus program
• A focus on virtual engagement and inclusivity to support our distributed workforce across the globe
• A focus on development and upskilling opportunities (if that’s what you’re after)

For a glimpse into Janison’s culture and to see our regular employee updates, follow our channel on LinkedIn. We’d love for you to be part of our community!