Implementation and Delivery Manager

Organizations don't innovate; people do. As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good. And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.  Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come. Who are we looking for? We are seeking a results-oriented Implementation and Delivery Manager to join our team in either Waterloo or the Greater Toronto Area. The ideal candidate will demonstrate a strong commitment to process excellence, continuous improvement, and ensuring customer success. You will lead a high-performing team responsible for delivering SaaS implementations that are efficient, scalable, and consistently exceed client expectations. This role is all about making things work faster, better, and smarter without compromising quality. You’ll be accountable for driving repeatable delivery frameworks, standardizing processes, and automating workflows to increase throughput and predictability across all projects. You’ll balance strategic oversight with hands-on leadership, ensuring that every implementation is delivered on time, on budget, and with exceptional client satisfaction. Through disciplined execution, data-driven insight, and a focus on scalability, you’ll help shape how we deliver our products and experiences as we continue to grow. Our Hybrid Model: Be part of the dynamic culture Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, three days a week to contribute, connect and excel in our vibrant environment. Working with an energetic and high performing team, this position offers a variety of work and will see you involved in:  Leadership & Delivery Accountability:  Lead, mentor, and develop a team of Implementation Specialists to deliver high-quality SaaS implementations on time and within scope. Ensure your team achieves monthly and annual services revenue and margin targets, maintaining profitability while delivering excellent client outcomes. Set clear performance expectations, coach for excellence, and build a culture of ownership and accountability. Monitor and report on delivery performance metrics (on-time delivery, client satisfaction, team utilization, revenue recognition). Customer Experience & Escalation Management:  Drive exceptional customer satisfaction (CSAT/NPS) through proactive engagement during onboarding and go-live. Act as the escalation point for key client issues, coordinating resources and managing resolution plans that protect relationships and outcomes. Champion the voice of the customer, bringing insight and feedback into delivery process improvements and product enhancements. Implementation Strategy & Process Optimization: Lead initiatives to optimize delivery workflows, reduce manual effort, and increase scalability through automation. Continuously evaluate and refine implementation processes, ensuring consistency, efficiency, and alignment to ISO and internal quality standards. Develop and maintain playbooks, templates, and best practices to support repeatable, high-quality implementations. Partner with Sales, Product, and Development teams to ensure seamless client handoffs, alignment on scope, and efficient delivery planning. Planning & Operations: Oversee resource forecasting, capacity planning, and workload balancing across projects to meet timelines and client expectations. Contribute to strategic planning for professional services, identifying opportunities to improve delivery margins and scalability. Track key delivery KPIs and provide insight to leadership on trends, risks, and improvement areas. What you will bring to the Team: 5+ years of experience in implementation, project delivery, or program management within a SaaS, software, or technology-driven organization. 3+ years of experience managing people in implementation, professional services, or delivery teams. Proven ability to plan and manage team capacity and resourcing, balancing workload across multiple projects to meet timelines and client expectations. Advanced Excel and data analysis skills, with the ability to model capacity, forecast workload, and track delivery performance metrics. Strong understanding of project management principles and delivery methodologies (Agile, Scrum, or Waterfall). Demonstrated ability to manage escalations and drive successful resolution of client issues. Proven track record of process improvement, automation, and scaling delivery teams. Excellent communication, stakeholder management, and organizational skills. Good to have: PMP or equivalent certification. Experience with public sector or municipal clients, Jira/Confluence, or other digital delivery tools is an advantage. Experience implementing SaaS solutions for municipal or public sector clients in North America. Familiarity with website or web application technologies such as responsive design, structured data, SEO, accessibility, analytics, or security standards.  Knowledge of the software development lifecycle and SaaS business operations. Experience working with Jira, Confluence, HubSpot, or similar digital task tracking and CRM tools.  Proficiency in French or Spanish.  Certifications such as Certified associate in project management (CAPM) or Scrum Master (CSM).  Take on some of the world’s toughest challenges - with everyone at GHD backing you every step of the way. We'll give you control over your career, empower you to find innovative solutions, and help you create a lasting impact. See where your commitment could take you with GHD. As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal-opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.