Solutions Delivery, Implementation Manager

We are currently searching for candidates for Solutions Delivery, Implementation Manager. Please see the details of the position below.

Title:
Solutions Delivery, Implementation Manager (Professional Services, AP)

Location:
Australia

Key Responsibilities:
We are seeking a collaborative and innovative
Solutions Delivery, Implementation Manager
, to play a pivotal role in ensuring the successful deployment, adoption, and long-term satisfaction of our healthcare solutions including patient meal services, food service management, and retail. This role requires extensive expertise in healthcare operations and technology, with a commitment to acting as a trusted advisor and main point of contact for clients throughout the implementation lifecycle — from onboarding and training through to go lives and beyond.

This role will collaborate with product management, professional services and technical support teams to identify the best practices and incorporate those into the implementation process. Working across multiple teams, the role will lead project planning, design and delivery, provide training and support, and collaborate closely with colleagues to ensure exceptional client experiences and outcomes. The role requires strong communication, project management, and problem-solving skills. This role may be involved in providing consultancy services with new and existing customers to help clients optimize the benefits of our software. This individual is self-directed, proactive and customer-service focused, and works effectively in cross-functional environments.

The ideal candidate will have a proven track record working collaboratively in a small teamwork, with a hands-on approach to software project implementations, support and consulting services, to facilitate positive client outcomes across the healthcare sector.

What you'll be doing:

• Project Management and Implementation: Lead end-to-end software implementation projects, managing scope, timeline, resources, risks, and client expectations. Act as a primary point of contact liaising between implementation and all other CBORD/Transact departments to ensure a strong customer experience implementing CBORD/Transact software. Create and present project agendas, status reports and other project documentation. Track and analyze project performance and report and escalate as needed.
• Training and Education: Deliver customized training sessions (in-person, remote, and hybrid) for a diverse range of stakeholders including food service administrators, clinicians, and IT staff.
• Technical Coordination: Collaborate with internal technical and product teams to resolve issues and ensure smooth deployment and integration. Gather feedback from clients and frontline teams to contribute to the evolution of our products and services. Education of the internal teams on the priorities of our AP customers, advocating for gaps, enhancements to be included in product roadmap priorities.
• Support and Troubleshooting: Provides client support and issue management during the implementation and providing ongoing support post go live; contributes to knowledge base documentation and review of systems to optimize client support management, ensuring effective internal communication
• Implementation Program Management: Gather feedback from clients and frontline teams to improve internal processes. Participate in sales presentations including presentation preparation and follow-up, leveraging our services value proposition to facilitate closing sales. Monitor team tools and processes including standard templates, deliverables and workflows to achieve quality and efficiencies. Ensures compliance with CBORD/Transacts standards. Deliver timely and professional customer contracted projects.
• Consulting Services: Ensure up to date knowledge of industry regulations and market trends to provide leadership and expertise in consulting services in the areas of Food Service models and operations. Partnering with sites to develop a strong understanding of client workflows and challenges; provide consultative services to align software solutions with client goals.

Required Experience:

• Education: Bachelor's degree or equivalent in nutrition/dietetics with experience in healthcare food service environment. Relevant project management certification is advantageous or agreement for enrolment. Postgraduate qualifications in Healthcare Management and or Business Administration are highly desirable.
• Healthcare Experience: 5-7+ years healthcare experience, in nutrition/dietetics and food services operations. A focus on managing and implementing software solutions in healthcare, aged care, or a similar regulated industry.
• Project Management: Solid project management skills with demonstrated experience managing multiple projects simultaneously. Proven success delivering on time and within budget and ensuring high stakeholder satisfaction. Experience using project management tools.
• Interpersonal and Negotiation Skills: Strong communication skills with a proven ability to engage, collaborate, and partner with a range of stakeholders, including support staff, clinicians, IT representatives, building rapport and foster and maintain trust amongst colleagues and external clients.
• Technical Expertise: Experience working in technical environments, involving desktop and SaaS solutions or enterprise platforms, particularly in healthcare environments. Openness to learning new technologies is a plus.
• Effective Communication: Strong writing, editing, communication, and presentation skills, with the ability to translate technical concepts for non-technical audiences into meaningful outcomes for clients and colleagues. Proven record in proficiency in training others and facilitating training activities, workshops, webinars. Change Management: Skilled at guiding teams through technology adoption, workflow improvements, and enhancements in clinical outcomes, with an openness to diverse perspectives and approaches.
• Organizational Skills: Solid organizational skills including a high level of attention to detail, and accuracy in work. Self-directed and highly accountable, with a history of meeting deadlines and delivering high-quality outcomes.
• Analytical Skills: Ability to assess and analyze data, metrics, and client outcomes to drive continuous improvement in project performance and healthcare service delivery.
• Customer Centric: Passion for our clients, demonstrated through professionalism. Ability to work well with large and diverse virtual teams and work effectively under pressure.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.