Manager Implementation Services

Fortive; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading technology solutions provider is seeking a Consulting Manager to lead a global team of implementation consultants. This role emphasizes achieving customer outcomes, managing project deliveries, and fostering a culture of continuous improvement. The ideal candidate has proven leadership experience, strong problem-solving skills, and the ability to build trusted relationships with clients. This position requires effective communication, project management expertise, and a commitment to delivering high-quality enterprise solutions.

Benefits

Health benefits

Professional development opportunities

Flexible work arrangements

Qualifications

• Proven leadership experience in consulting or professional services.
• Strong customer-facing presence and ability to build trusted relationships.
• Proactive problem-solving and escalation management skills.

Responsibilities

• Lead a global team delivering customer implementations.
• Ensure high-quality service delivery and customer satisfaction.
• Deliver projects on time and within scope.

Skills

Leadership

Customer relationship management

Problem-solving

Project management

Communication

Education

Experience in consulting or professional services

Job description

Consulting Manager (Implementation Services) — Job Description (2026)

Role Summary

The Consulting Manager leads a global team of implementation consultants delivering Intelex customer implementations with predictable execution and measurable customer outcomes. This role balances portfolio delivery leadership, customer relationship stewardship, people management, and operational excellence—improving time-to-value, quality, and delivery consistency through disciplined standards and continuous improvement.

Customer outcomes are the priority.

Success is defined by customers achieving value (adoption readiness, workflow effectiveness, data quality, stable go-lives), not merely completing project tasks.

Reporting Line and Scope

• Reports to: Services Delivery Leader
• Leads: Implementation Consultants (and potentially Senior Consultants / Technical Consultants)
• Partners closely with: Sales, Solutions Consulting/Pre-Sales, Customer Success, Support, Product
• Travel: up to 10%, including occasional international trips

Why You’ll Thrive at Intelex & Fortive

• We Compete for Shareholders:You’ll lead a high-performing consulting team that delivers business value, protects delivery efficiency, and enables scalable growth.
• Customer Success Inspires Our Innovation:You’ll convert delivery feedback and recurring friction into improvements that accelerate time-to-value and customer experience.
• We Build Extraordinary Teams:You’ll hire, develop, and retain strong consultants with high accountability and high care.
• Kaizen Is Our Way of Life:You’ll practice continuous improvement daily—standardizing what works, eliminating waste, and improving delivery performance over time.

What You’ll Be Accountable For

• Customer outcomes:implementations achieve defined success criteria that enable adoption and long-term value
• On-time delivery:milestones are delivered to schedule with transparent progress and managed risk
• Quality:high standards in requirements, configuration, data/integration readiness, and go-live stability
• Customer experience:strong relationships, proactive communication, and effective escalation handling
• Utilization and capacity health:resource allocation optimized across scope, skills, and availability
• Team performance and development:strong coaching, engagement, retention, and capability growth
• Operational excellence:continuous improvement that reduces variance, rework, and time-to-value

Responsibilities

Delivery Leadership

• Assign consultants to projects based on scope, expertise, complexity, and resource availability; manage capacity planning and utilization.
• Lead delivery across multiple concurrent implementations; ensure timelines, scope, deliverables, and dependencies are managed and visible.
• Drive adherence to implementation methodology, project standards, and best practices (templates, checklists, quality gates).
• Coach teams on execution discipline: requirements clarity, sequencing, documentation quality, and stakeholder management.
• Proactively mitigate risk through structured risk management, early warning signals, and clear escalation paths.
• Step in on at-risk engagements to drive recovery plans: re-baseline, resourcing adjustments, scope alignment, and executive-level communication.

Customer Outcomes and Relationship Management

• Act as delivery sponsor on key accounts: reinforce shared success criteria, maintain executive alignment, and protect customer trust.
• Strengthen customer satisfaction through proactive engagement, expectation-setting, and decision-ready status reporting.
• Translate customer goals into measurable implementation success criteria and ensure governance tracks progress against them.
• Ensure clean continuity from implementation to Customer Success: outcomes achieved, known gaps, configuration intent, and next milestones clearly documented.

People Leadership (Hire, Develop, Retain)

• Manage recruitment, onboarding, performance appraisals, and career development for team members.
• Facilitate training and development to align consultant skills with evolving business needs (product modules, industry use cases, technical depth).
• Build a high-performance culture: clear expectations, rapid coaching loops, accountability, recognition, and consistent performance management.
• Recommend and implement strategies to improve team efficiency, effectiveness, and engagement.

Cross-Functional Collaboration (Product, Support, Sales, Partners)

• Partner with internal teams to improve hiring, training, customer service alignment, and product knowledge readiness.
• Collaborate with Sales/Pre-Sales to improve scoping integrity, SOW accuracy, implementation readiness, and realistic timelines.
• Collaborate with Product and solution design teams to prioritize issues impacting implementation feasibility, time-to-value, and quality.
• Establish closed-loop feedback with Support to reduce go-live turbulence and recurring post-go-live issues.
• Oversee partner-delivered work when relevant: standards, enablement, QA oversight, and governance in hybrid delivery models.

Continuous Improvement (Kaizen / Operational Excellence)

• Implement best practices to improve service delivery, reduce time-to-value, and improve quality.
• Identify recurring delivery bottlenecks and failure modes (scope gaps, data migration/integration surprises, rework loops); implement countermeasures and standard work.
• Maintain and evolve implementation assets: templates, accelerators, reference patterns, QA gates, and enablement materials.

Key Metrics (How Performance Is Measured)

• Utilization:optimize resource allocation and team productivity
• On-time delivery:milestone attainment and schedule adherence
• Customer satisfaction:customer experience, trust, and outcome attainment
• Quality:rework rates, go-live stability, escalation volume/severity and time-to-resolution
• Time-to-value:cycle time to key milestones and readiness measures

What You Bring (Qualifications)

• Proven leadership experience in consulting or professional services, including people management.
• Track record delivering high-quality enterprise and midmarket SaaS implementations.
• Strong customer-facing presence and ability to build trusted relationships at multiple organizational levels.
• Proactive problem-solving and escalation management; comfortable leading through ambiguity and pressure.
• Strong collaboration in dynamic, fast-paced environments with cross-functional dependencies.
• Passion for innovation, process improvement, and operational excellence (Kaizen mindset).
• Exceptional communication, interpersonal, and project management skills.
• Self-motivated with a commitment to continuous learning and developing others.

Culture Fit (How You Operate)

• Customer-obsessed: seeks to understand customer choices and removes friction to deliver outcomes
• Team player: improves performance while supporting others to raise overall team results
• Innovator: experiments, learns fast, and improves how work gets done
• Courageous: addresses hard problems directly; takes ownership in uncertain conditions
• Results-driven: sets a high bar and delivers consistently
• Adaptable: effective in complexity, change, and shifting priorities
• Strong interpersonal skills: communicates and negotiates effectively with customers and colleagues at all levels
• Coaches continuously: sets clear expectations, gives fast, specific feedback, and follows through

About Intelex

Intelex is a global leader in EHS and Quality management software, serving over 1,000 clients and 1 million users worldwide. Since 1992, our web-based platform has helped companies improve performance, reduce risk, and stay compliant with global standards. Recognized as one of Canada’s Best Managed Companies and Most Admired Corporate Cultures, Intelex is a proud member of the Fortive family.

Diversity, Equity & Inclusion

Intelex and Fortive are committed to building a team as diverse as the customers we serve. We are equal opportunity employers and welcome applicants from all backgrounds. Reasonable accommodations are available throughout the hiring process.