Head of Implementation Services

Head of Implementation Services Senior Management Chicago, IL, US Salary Range: $120,000.00 To $150,000.00 Annually Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets. We’re looking for a friendly, professional, and motivated Head of Implementation Services to join our Information Technology team. If you’re looking for a company that embraces the principles of respect, compassion and trust, please apply with us today! The Head of Implementation Services is responsible for managing a team of project managers and working with internal and external clients during the integration of clients’ processes and procedures with Harris & Harris’ collections systems. This role includes the development, testing, and implementation of all tasks associated with the collection system, coordinating programming changes internally, externally with clients, and with programming vendors. This position will include client contact over the phone and/or in person visits which will require the candidate to be well‑spoken, able to understand client needs, and to suggest solutions. Schedule : Regular business hours are 8:00am to 5:00pm Monday through Friday. Location : May work remote, but may have to travel to client sites and the Chicago office. Benefits Medical, Dental and Vision insurances from premium providers 401(k) with matching Company paid Accident and Disability Insurance, Long Term Disability Insurance, Employee Assistance Program, and Travel Assistance Tuition Reimbursement Paid Time Off Additional benefits such as identity theft protection, flexible spending accounts, pre‑tax commuter benefits, and more Key Responsibilities Drive continuous process improvement initiatives within the Implementation Services team to enhance efficiency, effectiveness and overall service delivery. Develop and implement best practices for project management methodologies, ensuring consistency and alignment with industry standards. Lead the evaluation, design and implementation of streamlined processes to optimize the implementation lifecycle, reducing time‑to‑market/revenue recognition and enhancing client satisfaction. Establish key performance indicators (KPIs) for implementation processes and regularly assess performance against these metrics, implementing corrective actions as needed. Collaborate with cross‑functional teams to identify process bottlenecks and areas for improvement, implementing data‑driven solutions to enhance operational excellence. Proactively identify opportunities for automation and technology integration within implementation processes to increase productivity and reduce manual effort. Take a leadership role in M&A integration activities related to implementation services, ensuring a seamless transition of acquired entities into existing workflows and processes. Collaborate with stakeholders to define and implement governance structures that support efficient decision‑making processes. Provide mentorship and training to team members on process improvement methodologies, ensuring a continuous learning culture within the Implementation Services team. Establish quality control processes and procedures during and after project go‑live to ensure consistent delivery of client and business requirements. Learn and become proficient in the CUBS and future collection systems to allow for better understanding of system capabilities and how they map to new client onboarding requirements. Other duties as assigned. Key Requirements High School Diploma or GED required; bachelor’s degree preferred. 3‑5 years in a technical or application support environment. Knowledge of various project management tools and methodologies. Ability to work in a fast‑paced and continuously changing environment within expected guidelines under limited supervision with excellent attention to detail. Demonstrated experience with implementations and data transfers. Software application knowledge (troubleshooting) and working closely with software developers preferred. Excellent analytical, problem‑solving and follow‑up abilities. Effective time management and organizational skills. Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws. #J-18808-Ljbffr HARRIS & HARRIS LTD