Director of Implementation

Job Description

Job Description

At Novatech, we are on a mission to provide exceptional customer service in the business solutions industry. From managed print and managed IT to cybersecurity and cloud solutions, Novatech helps increase profits by empowering businesses to increase productivity, lower costs and drive growth through expert guidance and support of cutting-edge technology.

Imagine working for a company that awards innovation, teamwork, and growth. Novatech has been honored as an industry leader, a “Best and Brightest Company to work for," and we just keep getting better! Bring your talents to Novatech and immerse yourself in a company that provides great benefits, professional development, and a passionate team of co-workers!

The Director of Implementation provides strategic and operational leadership for the end-to-end client delivery of client onboarding and technology deployments across Managed IT, cybersecurity, cloud, network, endpoint, backup and recovery, and Novavoice solutions. From pre-sales validation and deployments, from contract signature through successful handoff through go-live, stabilization, billing readiness, and acceptance by to the NOC and Service Delivery teams.

This role builds a scalable professional services and implementation operating model by establishing governance, delivery methodology, resource planning, reporting, quality controls, and continuous-improvement practices. The Director is accountable for portfolio visibility, accurate forecasting, team utilization, implementation margins, client readiness, risk management, and a seamless transition to recurring support and revenue.

At Novatech, this leader will collaborate with Sales, Solutions Engineering, Finance, Procurement, Field Dispatch, Service Delivery, the NOC, vendors, carriers, and executive leadership to shape the client onboarding experience. The role provides direct visibility into business results and the opportunity to build a high-performing implementation organization that supports growth across managed services and office technology solutions.

During the first year, the Director will bring project coordination, implementation engineering, and voice deployment under one accountable function. This leader will clarify roles, create repeatable delivery playbooks, establish measurable service and financial standards, strengthen executive and client communication, and provide transparent implementation portfolio reporting.

• Own the full implementation lifecycle for Managed IT, cybersecurity, cloud, network, endpoint, backup and recovery, and Novavoice solutions from pre-sales validation and contract handoff through go-live, stabilization, client acceptance, and transition to support.
• Establish implementation governance, project plans, milestones, dependencies, resource assignments, risk registers, change controls, and executive reporting standards.
• Lead reoccurring portfolio reviews covering delivery health, scope, schedule, budget, resource capacity, client readiness, risks, and required decisions.
• Serve as the senior escalation point for complex client and delivery issues, coordinating timely resolution and clear communication with internal and external stakeholders.
• Maintain an accurate portfolio view of project status, forecasted completion, hours consumed, utilization, revenue recognition readiness, margin, and client satisfaction.
• Ensure clients receive clear expectations, regular status updates, implementation documentation, training coordination, and a structured post-go-live experience.

• Develop and continuously improve standardized implementation methodologies, playbooks, templates, stage gates, acceptance criteria, and required artifacts.
• Partner with Sales and Solutions Engineering to validate scope, assumptions, labor estimates, technical dependencies, client responsibilities, and implementation pricing after commitment.
• Use PSA, project-management, and reporting platforms to track utilization, backlog, cycle time, forecast accuracy, project profitability, schedule performance, rework, and client outcomes.
• Identify bottlenecks and automate repeatable work through scripting, templates, integrations, workflow design, and knowledge management.
• Lead post-implementation reviews, analyze root causes, and translate lessons learned into process, tooling, training, and service-design improvements.
• Establish consistent documentation and handoff standards that support operational readiness and reduce avoidable ticket volume after go-live.

• Own number porting, SIP trunk provisioning, dial plan design, E911 registration, and cutover execution.
• Validate E911 address records for every endpoint after go-live. This gate does not flex for schedule.
• Run a defined post-cutover stabilization window with written exit criteria after handoff to support.
• Coordinate carrier and vendor dependencies so porting windows hold on the first scheduled attempt.

• Own the implementation cost center. Forecast labor and third-party spend by quarter and explain variance.
• Price and approve scope changes. Recover unbilled work rather than absorbing it.
• Report cost per deployment, margin per project, and days from signature to first full billing cycle.
• Model the financial case for tooling and automation investments after requesting them.

• Stand up the implementation function. Define roles, write job descriptions, hire, and onboard.
• Establish a certification path so engineers qualify by service line after leading a deployment.
• Set clear, published performance standards and manage consistently against them. Provide coaching and timely feedback, document performance concerns, recognize strong results, and partner with Human Resources when additional action is required.
• Build bench depth so no single deployment type depends on one person.

• Partner with Sales and Solutions Engineering on discovery, scoping, statements of work, implementation estimates, technical feasibility, and client expectations.
• Coordinate with Service Delivery and the NOC to confirm monitoring, documentation, asset records, security controls, support procedures, and service acceptance requirements after handoff.
• Work with Finance to support accurate project billing, revenue readiness, forecasting, margin reporting, and recovery of approved scope changes.
• Coordinate with Procurement, Field Dispatch, vendors, and carriers on equipment, licensing, staging, site readiness, logistics, and external dependencies.
• Build trusted relationships with client executives and project sponsors, providing concise updates on progress, risk, business impact, and required decisions.
• Brief the Vice President of Managed IT & Security and executive leadership on portfolio performance, capacity, quality, financial results, trends, and strategic risks.

The role carries the authority required to deliver on the mandate.

• Approve or reject implementation scope on any signed agreement after work begins.
• Set go-live dates. Sales and account management commit to those dates rather than around them.
• Hold handoff. No client moves to steady-state support until acceptance criteria are met.
• Hire implementation staff, and with HR and the VP, remove staff who do not meet standard.
• Approve third-party implementation spend within the limit set by the VP of Managed IT & Security.

• Seven or more years of progressive experience in technology implementation, professional services, project delivery, or managed services, including at least three years leading teams or a delivery function.
• Demonstrated accountability for complex client implementations within an MSP, VAR, systems integrator, office technology provider, telecommunications provider, or IT services organization.
• Proven success building or improving delivery methodology, governance, resource planning, project reporting, and cross-functional operating rhythms.
• Strong commercial and financial acumen, including project forecasting, utilization, labor planning, budget ownership, scope management, revenue readiness, and margin improvement.
• Working knowledge of Microsoft 365, Azure, Windows Server, networking, cybersecurity, endpoint management, RMM and PSA platforms, backup and disaster recovery, and cloud services.
• Experience with hosted VoIP or unified communications deployments, including number porting, SIP trunking, dial plans, E911, carrier coordination, and cutover planning.
• Executive-level communication and client-management skills, with the ability to lead difficult conversations, manage expectations, and resolve complex escalations.
• Experience managing multiple concurrent implementations across distributed client locations, technical disciplines, and internal resource teams.
• Bachelor's degree in information technology, business, project management, or a related field, or equivalent professional experience.

• PMP, PRINCE2, ITIL, Scrum, or an equivalent project or service-management certification.
• Experience standing up, centralizing, or scaling implementation, professional services, or project-management function.
• Advanced experience with ConnectWise, Autotask, HaloPSA, or a comparable PSA platform and its project, resource, time, and financial modules.
• Experience with modern project and collaboration platforms such as Microsoft Project, Jira, Smartsheet, Monday.com, or equivalent tools.
• Lean, Six Sigma, or comparable process-improvement training.
• Microsoft, Cisco, Fortinet, CompTIA, ITIL, or equivalent technical certifications.
• Experience in a multi-site, multi-market, or acquisitive organization where systems, tools, and delivery processes vary by location.
• Experience supporting office technology, print, document management, workflow automation, or unified communications implementations.

This hybrid role is based in Novatech's Atlanta office and requires regular in-office collaboration and travel to client sites as business needs require. Travel is expected to average 15 to 25 percent and may include out-of-state site assessments, kickoff meetings, major milestones, cutovers, and escalations. Scheduled deployments may occasionally occur during evenings or weekends, and the role participates in leadership escalation coverage.

• Prolonged periods working at a computer workstation.
• Occasional lifting and handling of equipment up to 25 pounds at client sites.
• Valid driver's license and reliable transportation for client travel.
• Clear written and spoken communication with clients, staff, and leadership.

This description states the general nature and level of work assigned to the position. It is not an exhaustive list of duties, responsibilities, or requirements, and Novatech may modify them at any time. Employment with Novatech is at will.

Novatech Offers:

Novatech provides competitive compensation, great benefits, a positive upbeat culture, and ongoing professional development for your career.

• Market competitive salary based upon experience.
• Comprehensive benefit package including medical, prescription, dental, vision, life insurance and other supplemental coverage.
• 401(k) plan with matching company contribution

• Generous Paid Time Off, Volunteer Time Off, Floating Holiday, Company Holidays and Parental Leave
• $300 per year to contribute to achieving your personal wellness and fitness goals.
• Employee Recognition Programs

Novatech provides equal employment opportunities (EEO) to all employees and applicants. We consider qualified applicants for employment regardless of race, color, religion, creed, national origin, sex, pregnancy, sexual orientation, gender identification, disability, alienage or citizenship status, marital status, genetic information, veteran status, or any other characteristic protected under applicable law.