Implementation Manager

**Implementation Delivery Manager**

**Position Description**

ADP is hiring an Implementation Delivery Manager. In this position you will lead a team of approximately 10 Project Managers to deliver quality integration implementations that exceed client expectations. The Implementation Delivery Manager is responsible for ensuring client relationship/expectation management and the Project team's ability to deliver client requirements within project deadlines and budget. This role is a key part of the Global Integration Center organization. In this role, you will be required to build relationships with other parts of the Employer Services International (ESI) Organization and GPT, engage with clients, attract, develop & retain talent, and drive best practices/standard work, and continuous improvement within your team and across the GIC. In this role, you will report into a Senior Leader (VP, Global Integration Center or a direct report of the VP, Global Integration Center).

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

**RESPONSIBILITIES**:
**Business Management**:

- Acts like an Owner
- Delivers against a defined set of performance standards that contribute to the results of the GIC, GlobalView and Celergo. These performance standards include but are not limited to Starts Revenue, Setup revenue, Integration Go-Live aligns with Payroll Go-Live, Implementation NOI and NPS Scores.
- Identifies, Defines, Staffs, and Implements continuous improvement initiatives. Acts as a change leader.
- Optimizes resources and staffing in team for efficiency and maximum productivity and utilization.
- Collaborates with others to support consistency, resource sharing and optimization to achieve performance results and metrics.
- Provides implementation delivery reporting (capacity, critical clients, project health)
- Contributes to the fiscal planning with performance data, backlog planning and grooming, sales forecast insights, and other as determined by leadership
- Responsible for timely and accurate responses to escalations

**Client Management**:

- Responsible for a portfolio of client engagements and aligns team on implementation execution leveraging the GIC approach, contractual commitments & service level agreements with high quality results.
- Attends and actively participates in Steering Committee meetings
- Serves as a First Tier of escalation contact for Clients and internal partners (Global Program Directors, Regional PMs, Country Partner Managers, etc.) as needed.
- Proactively addresses project issues with team to avoid escalations.
- Manage client expectations and monitors client deliverables.
- Works as a business partner with Sales and Service Leaders to resolve issues and achieve project goals.
- Validates that client business issues have been addressed in the implementation and the client has successfully transitioned to ongoing service.
- Conducts regular project reviews with team to inspect standard work adherence, client satisfaction and overall project health.
- Supports your implementation team in fine-tuning the coordination protocol with Partners Managers in triggering, tracking progress and closing the local implementation projects and the service delivery either with ADP countries or with external Payroll providers.
- Participate in pre-sales, pilot programs, due diligence when needed

**Associate Management**:

- Fosters vision of the Global Integration Center through communication and actions
- Manage all HR related activities for the team (appraisals, development, mentoring, training, performance plans when needed)
- Works with the GIC leadership team to assign resources to projects in accordance with requirements of those projects for certain skills and capabilities
- Leads implementation teams to ensure implementations are accomplished on-time and with high degree of quality across the portfolio.
- Manages and coaches team and has a solid knowledge of Program and Project Management, as well, as Global Payroll and value streams
- Manages and coaches team and has an understanding of how to motivate and coach in order to solicit results.
- Responsible for associate hiring and performance management
- Drives development activities of associates, training recommendations
- Responsible for staffing, development activities of associates, maintaining team's domain expertise, stretch assignments, training, and associate engagement
- Manages associate workload and partners to drive performance and throughput improvements Year over Year

**QUALIFICATIONS REQUIRED**:

- Bachelor's Degree preferred or equivalent in exp