Head of Implementation

Aerchain; Bengaluru; On-site; INR 4,200,000 - 7,000,000; Full time

Job summary

Aerchain is seeking a senior leader to own the Implementation function for its enterprise software platform. You will lead Implementation Leads and Engagement Managers, set strategy, standards and capacity, and report to the CEO.

You will manage the portfolio's value, drive on-time go-lives, cross-functional alignment with sales, product and customer success, and shape the P&L. This role requires 17–25 years in enterprise software delivery and a track record of building delivery organizations,

Qualifications

• 17-25 years in enterprise software implementation, professional services or customer success.
• Experience leading a multi-layer delivery organisation in complex B2B environments.
• Built a delivery function and the methodology behind it, including hiring and developing delivery leaders.
• Holds commercial and scope positions with customer executives while maintaining strong relationships.
• Able to work across sales, product and customer success; uses AI as a core part of work.

Responsibilities

• Lead Implementation Leads and a team of Engagement Managers.
• Define what each layer owns: Implementation Leads for tactical delivery across their portfolios, Engagement Managers for execution on their accounts.
• Set the delivery methodology and standards, and own their adoption across the function.
• Own the headcount plan and talent pipeline, building a bench ahead of demand.
• Coach Implementation Leads, and build the career path from Engagement Manager to Implementation Lead.
• Set operating agreement with sales, product and customer success; govern adherence.
• Represent the customer view in leadership forums, with evidence from across the portfolio.
• Shape expansion and cross-sell strategy with sales, using signals surfaced by Implementation Leads.
• Own the implementation P&L: delivery cost, margin and capacity across the portfolio.
• Build the operating model, including the mix of in-house and partner capacity, so delivery cost per programme scales.

Skills

Leadership

Portfolio delivery

P&L management

Cross-functional collaboration

AI-enabled delivery

Job description

You own the implementation business and customer value realisation for an AI-first source-to-pay platform running $20B+ in enterprise spend. This is a leadership role: you lead Implementation Leads and Engagement Managers. Engagement Managers run execution on their accounts, Implementation Leads own delivery across their portfolios, and you set the strategy, standards, capacity and commercials for the function. You report to the CEO.

What you'll drive

• Set the value-realisation framework and success measures for the portfolio.
• Build a referenceability programme that turns live customers into enterprise references and case studies.
• Own customer satisfaction at portfolio level, and the mechanism that measures it.
• Hold executive relationships with the CXO sponsors of strategic accounts.
• Own on-time go-live performance across the portfolio, governed through portfolio reviews and metrics.
• Define the stage-gate framework that Implementation Leads run on every programme, and audit adherence.

Leading The Implementation Function

• Lead Implementation Leads and a team of Engagement Managers.
• Define what each layer owns: Implementation Leads for tactical delivery across their portfolios, Engagement Managers for execution on their accounts.
• Set the delivery methodology and standards, and own their adoption across the function.
• Own the headcount plan and talent pipeline, building a bench ahead of demand.
• Coach Implementation Leads, and build the career path from Engagement Manager to Implementation Lead.

Cross-Functional Ownership

• Set the operating agreement with the sales, product and customer success; and govern adherence.
• Represent the customer view in leadership forums, with evidence from across the portfolio.

Commercial Ownership

• Shape expansion and cross-sell strategy with sales, using signals surfaced by Implementation Leads.
• Own the implementation P&L: delivery cost, margin, capacity and utilisation across the portfolio.
• Build the operating model, including the mix of in-house and partner capacity, so delivery cost per programme falls as the function scales.

You'll thrive here if

• 17-25 years in enterprise software implementation, professional services or customer success, including leading a multi-layer delivery organisation.
• You have run a portfolio of enterprise programmes through delivery leaders, from contract to confirmed value, in complex B2B environments.
• You have built a delivery function and the methodology behind it, including hiring and developing delivery leaders.
• You hold commercial and scope positions with customer executives while the relationship stays strong.
• You work comfortably across sales, product and customer success.
• You use AI as a core part of how you work, and raise the bar for those around you.

What's In It For You

• Full ownership of implementation and customer value for enterprise accounts on a platform powering $20B+ in enterprise spend.
• A 20+ person function to lead and shape, with authority over methodology, structure and standards.
• A direct line to the CEO, with no bureaucracy between your judgment and the decisions that matter.
• Direct influence on the product, with the customer evidence to back it.
• A culture where problem solving, ownership, and action are rewarded.