Head of SBS Implementation, Canada

Our client is investing in its Small Business Services (SBS) organization, and this Head of Implementation is a key leader in that growth. This person will lead technical and administrative teams to drive operational excellence and scale processes to deliver consistent, high-quality client experiences. Partnering closely with Sales, this person will influence pricing, implementation strategy, and client adoption for all of their Canadian small business clients. This is a huge opportunity to be in a high-impact leadership position and help shape the future of SBS implementation across our client's Canadian market!

Overview

Role: Head of Implementation within the SBS organization, responsible for leading implementation, process optimization, and scaling client delivery for Canadian small business clients.

Requirements

• 10+ years of experience in systems implementation or professional services within enterprise-level environments.
• 4+ years of management experience leading large professional teams (25+), with a proven record of building high-performing teams, developing talent, and succession planning.
• Extensive experience managing departmental budgets, financial forecasts, and resource planning to drive operational efficiency and achieve business objectives.
• Proven ability to partner with sales and client teams to influence business decisions, drive adoption, and deliver exceptional client satisfaction at scale.
• Deep expertise in complex, technical systems environments and implementation methodologies, with a strong track record in process improvement, operational excellence, and leading initiatives that enhance client service and implementation delivery.
• Executive-level communication and presentation skills, with the ability to leverage strategic thinking and problem-solving to drive impactful business decisions.
• Must be bilingual – able to speak proficient English and French.
• Bachelor's Degree.

Preferred Skills

• Previous experience working in the FinTech or HCM industry.

Responsibilities

• Lead the Implementation team, ensuring projects are delivered on time, within scope, and on budget.
• Drive productivity, monitor billable hours, and achieve departmental objectives.
• Partner with Sales to influence client decisions, present implementation strategies, and provide accurate project estimates.
• Collaborate with Finance and Sales on pricing proposals that maximize client value and company performance.
• Ensure smooth account transitions from Implementation to Client Service and Operations teams.
• Build and mentor a high-performing team of 25+ professionals, focusing on development, retention, and succession planning.
• Oversee client training programs, ensuring timely, high-quality delivery of products and services.
• Lead process improvement initiatives and act as a strategic liaison across the organization.

Seniority level

• Director

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting