Senior Implementation Manager

SmartQ; Bengaluru; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

SmartQ, a leading food-tech innovator, is hiring a Senior Implementation Manager in Bengaluru, India. You will lead end-to-end platform implementations for large multi-location accounts, coordinating cross-functional teams, and ensuring on-time deployment and user adoption.

Ideal candidates have 5+ years of client-facing implementation experience, strong stakeholder management, and excellent English communication.

Qualifications

• 5+ years of client-facing implementation experience.
• Proven stakeholder management across multiple levels.
• Excellent written and verbal English communication.
• Ability to lead and mentor junior team members.
• Strong multitasking and prioritization across concurrent mobilizations.
• Willingness to travel regularly across India.
• Comfortable working with configuration and diagnostic tools.
• Graduate in any stream; professional qualification is an added advantage.

Responsibilities

• Lead end-to-end implementation programs for large client accounts, remotely and on-site.
• Define the implementation roadmap, milestones, and rollout sequencing for new sites/launches.
• Lead app configuration, menu detailing, and UX verification standards across the portfolio, and sign off on readiness before go-live.
• Anticipate and mitigate implementation risks before they impact go-live timelines.

Skills

Client-facing

Stakeholder management

Project management

English communication

Mentoring

Multitasking

Troubleshooting

Travel readiness

Education

Graduate in any stream

Professional qualification in operations/technology/management (advantage)

Job description

SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience.

In the last decade, we’ve transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve.

Since our inception in 2015, we’ve become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the world’s largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.

At the heart of SmartQ is a culture shaped by four core pillars:

Great People | Great Food | Great Experience | Greater Good

These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.

To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn ‘Life’ page. It offers an authentic glimpse into the journey you could be part of: https://www.linkedin.com/company/smartq-bottlelabs/life/cdc290f8-ff81-4e7f-9c96-37d842f936c4/?viewA…

Are you excited to join our team as a Senior Implementation Manager?

Do you enjoy leading complex implementations, driving successful client onboarding, and building strong relationships with customers and internal teams? If yes, this role is for you.

As a Senior Implementation Manager at SmartQ, you will lead end-to-end implementation programs, ensuring seamless deployment of solutions, timely project execution, and successful adoption by clients. You will collaborate with cross-functional teams, manage stakeholder expectations, identify and resolve implementation challenges, and drive operational excellence throughout the implementation lifecycle.

This role is ideal for someone who thrives in a fast-paced environment, has strong project management skills, and is passionate about delivering impactful technology solutions in the food and enterprise operations space.

Key responsibilities

• Own end-to-end planning and execution of SmartQ platform implementations and mobilizations for large / multi-location or strategic client accounts, remotely and on-site.
• Define the implementation roadmap, milestones, and rollout sequencing for new sites/launches, and track delivery against them.
• Lead app configuration, menu detailing, and UX verification standards across the portfolio, and sign off on readiness before go-live.
• Anticipate and mitigate implementation risks (technical, operational, or stakeholder-related) before they impact go-live timelines.

2. Client & Stakeholder Management

• Act as the senior point of contact for decision-makers, site managers, and ground-level operations staff across assigned accounts.
• Manage client expectations proactively on deliverables, timelines, and scope — including difficult or escalated conversations.
• Maintain ownership of customer issues through to resolution, escalating internally only where necessary and driving closure.
• Represent SmartQ in senior client reviews, governance calls, and mobilization planning discussions.

3. Team Enablement & Quality Oversight

• Guide, review, and mentor Implementation Engineers on solution design, documentation quality, and client communication.
• Train client users and internal teams on SmartQ platform usage, ensuring consistent adoption standards across sites.
• Create and maintain user manuals, process documents, and solutioning templates that can be reused across implementations.
• Establish and monitor quality benchmarks for configuration, testing, and issue resolution across the implementation team.

4. Documentation, Reporting & Process

• Own structured documentation for client communications, solution design, and reporting to internal and client leadership.
• Provide inputs into pre-sales solutioning and post-sales service design based on field experience and client feedback.
• Maintain and continuously improve knowledge of SmartQ products, services, policies, and procedures, and cascade updates to the team.
• Ensure all customer queries are investigated and resolved within SLA, escalating appropriately and tracking resolution ownership.

Qualifications:

• 5+ years of relevant experience, including demonstrated ownership of client-facing implementation or account delivery.
• Proven stakeholder management experience across multiple levels — leadership, site management, and ground staff.
• Excellent written and verbal communication skills in English; strong email etiquette.
• Strong troubleshooting ability and comfort working across multiple solution platforms simultaneously.
• Demonstrated ability to lead or mentor junior team members (Implementation Engineers or equivalent).
• Strong multitasking and prioritization skills across concurrent client mobilizations.
• Sound general knowledge of computers and technology; comfortable working with configuration and diagnostic tools.
• Willingness to travel regularly across India for client locations and launches.
• Graduate in any stream; a professional qualification in operations, technology, or management is an added advantage.

Message from CEO:

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.