Job Description
The Implementation Manager leads complex implementations of Janison's Assessment, Learning, Remote Proctoring and AI-enabled assessment solutions. The role works with new and existing enterprise and government customers across APAC, the UK and Europe, owning outcomes from contract handover through go-live and transition to Support and Technical Account Management. This is a Sydney, Australia (hybrid) role that includes regular early-evening meetings to overlap with UK/EU business hours during international implementations.
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This is a growth role, initially leading one Implementation Specialist with scope to build out the function. The role combines hands-on solution design, configuration and consultative customer engagement, with establishing standardised processes and delivery playbooks, contributing implementation expertise to bids and tenders, and using AI to improve consistency, efficiency and scale.
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Duties and Responsibilities
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Implementation Delivery & Governance
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Delivery Leadership: Manage end-to-end delivery of implementations - including national-scale assessment programs across APAC and the UK/EU - from sales handover through go-live, weekly status reporting to senior leadership.
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Scope & Change Control: Enforce formal change control so out-of-scope requests are commercially evaluated, documented and approved; flag risks early with a mitigation plan.
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Stakeholder & Escalation Management: Act as the implementation point of contact for client project teams; lead steering committees, handle difficult conversations and de-escalate early to keep delivery on track.
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Transition to Support: Partner with Customer Support and Technical Account Management to define sustainable support models, completing all handover documentation and training before project close.
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Team Leadership & Capacity Planning
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Coach & Develop: Provide regular coaching, feedback and development planning for direct reports, building capability ahead of role demands rather than reacting to gaps.
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Set Direction & Drive Performance: Translate team and function goals into clear individual priorities and success measures; manage performance proactively, including addressing underperformance early and directly.
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Plan Capacity Through Ambiguity: Work with Sales and Product for early visibility of recent wins,



assessment events and scope changes; manage concurrent implementations and map team capability against upcoming complexity - making sound resourcing calls with incomplete information and closing skill gaps and single points of failure as the picture clarifies.
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Escalate, Advocate & Mobilise: Raise risks, resourcing gaps or difficult decisions early and directly to stakeholders and leadership, even when the message is unwelcome; coordinate support from Product, Engineering, Quality Assurance, Operations and Support when wider involvement is needed to meet implementation commitments.
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Solution Design & Scoping: Lead discovery workshops and translate client objectives into a clear configuration roadmap, surfacing product gaps early to ensure the solution is fit for purpose.
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Pre-Sales & Bid Support: Assess implementation feasibility for tenders and bids, providing solution input and effort estimates Sales can rely on, and ensure a clean handover from sales to implementation.
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Hands-On Configuration: Stay hands-on with configuration, testing and troubleshooting, supporting the team on the most complex technical work - delivery workflows, role permissions, authoring, marking, SSO setup and API data feeds.
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Product Feedback: Provide Product and Engineering with a consolidated, prioritised view of implementation-related feature gaps and defects.
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Process Maturity & AI-Enabled Scale
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Playbooks & Knowledge: Build and maintain standardised methodologies, standard operating procedures, delivery playbooks (Implementation, Authoring, End of Event, Release Management) and reusable assets in a central repository, starting with strategic accounts; define and monitor implementation SLAs and KPIs.
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AI Adoption & Upskilling: Use AI tools and AI-enabled workflows to standardise documentation, automate repetitive delivery work and shorten customers' time to value, training the team to apply AI safely and effectively.
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Quality & Continuous Improvement: Set quality gates, such as content readiness, readiness testing, event planning and marking, before go-live; run post-implementation retrospectives and feed lessons back into the playbooks.
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Experience, Skills and Qualifications
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Experience: Proven experience in a technical customer-facing role (e.g., Implementation
Manager/Consultant,
Professional Services Manager, Technical Account Manager) in a SaaS or enterprise software environment,



including leading complex, high-stakes implementations for enterprise or government clients.
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Leadership: Experience leading and developing a delivery team, including coaching, performance management and capability building.
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Pre-Sales & Bids: Experience contributing to tenders, bids or pre-sales scoping, providing solution input and effort estimation for enterprise or government opportunities.
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Stakeholder Resilience: Demonstrated success managing demanding or escalated enterprise and government customers - and internal stakeholders - maintaining composure under pressure and steering them toward standard, scalable solutions.
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Consultative Mindset & Learning Agility: A consultative approach that stays one to two steps ahead of the customer, paired with the ability to rapidly master new products, domains and processes.
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Technical Expertise: Strong understanding of web/cloud technologies, including SaaS architectures, SSO/identity management, APIs and data integrations.
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AI Capability: Practical experience using AI or automation tools to improve documentation, consistency and delivery efficiency, with the ability to build this capability in others.
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Platform Knowledge: Knowledge of Janison products (Assessments, Learning and Remote Invigilation).
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Technical Skills: Basic front-end familiarity (HTML, CSS, JSON).
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Qualifications: Relevant certifications (e.g., PRINCE2, PMP, Azure, ITIL) or a degree in Computer Science, Information Systems or a related field.
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What We Offer
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We are a purpose-driven organisation, offering a 'flexible' approach to work. We understand one size doesn't fit all, so whatever works for the business, the team and your role - means endless possibilities for the flexibility you need.
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We also offer:
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Access to our Employee Share Ownership Program. We will match your shares of up to $2,000 per year
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A fifth week of annual leave (conditions apply), a day off for your birthday and various 'freebie days' throughout the year
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Parental leave benefit including paid leave, continued super contributions and more
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Discretionary annual pay review and bonus program
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A focus on virtual engagement and inclusivity to support our distributed workforce across the globe
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A focus on development and upskilling opportunities (if that's what you're after)
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For a glimpse into Janison's culture and to see our regular employee updates, follow Janison on LinkedIn. We'd love you to be part of our community!
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📌 Implementation Manager, Saas (New South Wales)
🏢 Janison
📍 New South Wales