Head of SBS Implementation, Canada

Innovien Solutions; Montreal; On-site; CAD 100,000 - 140,000; Full time

Job summary

A leading consulting firm is seeking a Head of Implementation to lead technical and administrative teams for Canadian small business clients. This key leadership position involves driving operational excellence and scaling client delivery processes. The ideal candidate has over 10 years of experience in systems implementation and is bilingual in English and French. Responsibilities include team leadership, project management, and collaboration with Sales to deliver exceptional client experiences.

Qualifications

• 10+ years of experience in systems implementation or professional services.
• 4+ years of management experience leading large teams (25+).
• Proven ability to enhance client satisfaction and operational efficiency.

Responsibilities

• Lead the Implementation team, ensuring timely project delivery.
• Drive productivity and monitor departmental objectives.
• Partner with Sales on implementation strategies and pricing proposals.

Skills

Systems implementation expertise

Leadership

Bilingual (English and French)

Strategic thinking

Process improvement

Education

Bachelor's Degree

Job description

Our client is investing in its Small Business Services (SBS) organization, and this Head of Implementation is a key leader in that growth. This person will lead technical and administrative teams to drive operational excellence and scale processes to deliver consistent, high-quality client experiences. Partnering closely with Sales, this person will influence pricing, implementation strategy, and client adoption for all of their Canadian small business clients. This is a huge opportunity to be in a high-impact leadership position and help shape the future of SBS implementation across our client's Canadian market!

Overview

Role: Head of Implementation within the SBS organization, responsible for leading implementation, process optimization, and scaling client delivery for Canadian small business clients.

Requirements

• 10+ years of experience in systems implementation or professional services within enterprise-level environments.
• 4+ years of management experience leading large professional teams (25+), with a proven record of building high-performing teams, developing talent, and succession planning.
• Extensive experience managing departmental budgets, financial forecasts, and resource planning to drive operational efficiency and achieve business objectives.
• Proven ability to partner with sales and client teams to influence business decisions, drive adoption, and deliver exceptional client satisfaction at scale.
• Deep expertise in complex, technical systems environments and implementation methodologies, with a strong track record in process improvement, operational excellence, and leading initiatives that enhance client service and implementation delivery.
• Executive-level communication and presentation skills, with the ability to leverage strategic thinking and problem-solving to drive impactful business decisions.
• Must be bilingual – able to speak proficient English and French.
• Bachelor’s Degree.

Preferred Skills

• Previous experience working in the FinTech or HCM industry.

Responsibilities

• Lead the Implementation team, ensuring projects are delivered on time, within scope, and on budget.
• Drive productivity, monitor billable hours, and achieve departmental objectives.
• Partner with Sales to influence client decisions, present implementation strategies, and provide accurate project estimates.
• Collaborate with Finance and Sales on pricing proposals that maximize client value and company performance.
• Ensure smooth account transitions from Implementation to Client Service and Operations teams.
• Build and mentor a high-performing team of 25+ professionals, focusing on development, retention, and succession planning.
• Oversee client training programs, ensuring timely, high-quality delivery of products and services.
• Lead process improvement initiatives and act as a strategic liaison across the organization.

Seniority level

• Director

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting