Sr Manager Implementation

TechDigital Group; Jacksonville (FL); On-site; USD 100,000 - 150,000; Full time

Job summary

TechDigital Group is seeking a Senior Manager to lead technical implementation delivery for its ImageCentre and DirectLink products in Jacksonville, Florida. This role requires managing team performance, ensuring operational excellence, and providing client-facing leadership.

The successful candidate will have extensive experience in overseeing project deliveries, facilitating issue resolutions, and developing talent within a team.

Excellent communication skills and the ability to work US business hours with some travel for client engagement are essential.

Qualifications

• Excellent issue resolution skills necessary for complex technical issues.
• Proficient in managing client relationships and escalations with clarity.
• Demonstrated ability to lead and develop teams across multiple skill levels.

Responsibilities

• Lead technical implementation for ImageCentre and DirectLink products.
• Oversee project delivery health, quality, and timeline adherence.
• Manage delivery risks and drive standardisation of processes.
• Facilitate rapid root-cause investigations for issues post-implementation.
• Develop and motivate a team of implementation analysts.

Skills

Technical implementation delivery

Team performance management

Stakeholder management

Excellent communication skills

Problem resolution

Job description

Job Responsibilities

• Senior Manager leading technical implementation delivery for ImageCentre and all DirectLink products across banking and financial institution clients
• People and delivery manager — responsible for team performance, talent development, capacity planning, and operational excellence within the implementation practice
• Serves as the primary escalation path for after‑hours and weekend support during client go‑live stabilisation periods (minimum 2 weeks post go‑live)
• Client‑facing leadership role requiring executive‑level communication, issue resolution, and stakeholder management with US‑based banking clients
• Must work US business hours; 15% travel to client sites and internal engagements as required

Delivery & Operations Management

• Oversee end‑to‑end delivery of ImageCentre and DirectLink implementation projects across the portfolio
• Monitor project health, milestone adherence, and quality of deliverables across concurrent client engagements
• Drive standardisation of implementation processes, methodologies, and documentation practices
• Manage delivery risks, scope changes, and cross‑team dependencies proactively
• Excellent time management skills — prioritise across multiple projects, teams, and stakeholder demands simultaneously

Platform & Technical Knowledge

• ImageCentre — working technical knowledge across installation, configuration, and implementation lifecycle
• DirectLink (all products) — working technical knowledge of the full DirectLink product suite including Teller, Host Integration, and distributed capture modules
• Sufficient technical depth to evaluate team outputs, review solution designs, and provide informed guidance on escalated issues
• Understanding of item processing and distributed capture workflows to support delivery oversight and client conversations
• Ability to engage credibly with technical teams and clients on platform capabilities, constraints, and solutions

Escalation & Issue Resolution

• Excellent issue resolution skills — own and drive resolution of complex, escalated technical and operational issues
• Primary escalation path for after‑hours and weekend support for newly implemented clients (min. 2 weeks post go‑live)
• Facilitate rapid root‑cause analysis and corrective action across implementation and platform teams
• Manage client escalations with composure, clarity, and accountability; restore confidence and drive to resolution
• Establish escalation protocols and support frameworks to minimise recurrence and improve team response capability

People Management & Talent Development

• Excellent management skills — lead, motivate, and develop a team of implementation analysts across multiple skill levels
• Talent assessment — evaluate team member capabilities, identify skill gaps, and build development plans
• Excellent training and mentoring skills — coach analysts at all levels; cultivate a high‑performance implementation culture
• Performance management — set clear objectives, provide regular feedback, and manage accountability
• Workforce and capacity planning — align staffing to project demand, manage utilisation, and support resource allocation decisions

Leadership, Soft Skills & Work Requirements

• Excellent communication skills — presents complex information clearly to clients, executives, and cross‑functional teams
• Senior leadership presence — influences without authority, builds trust, and drives alignment across stakeholders
• Contributes to practice strategy, hiring decisions, and operational planning at the management level
• Champions continuous improvement, knowledge sharing, and a collaborative team culture
• Must be available to work US business hours (North America client base)
• 15% travel required for client site visits, team engagements, and strategic meetings