GLOBAL IMPLEMENTATION MANAGER

REPORTING TO: GLOBAL HEAD OF IMPLEMENTATION SERVICES

OFFICE LOCATION: LONDON HEADQUARTERS

JOB PURPOSE:

Reed and Mackay, who employ over 850 people, is in the top ten of its sector, is a Strategic Travel Management and Business Services Company, leading its field with a vision to attract, develop and retain the most talented people within the industry. Due to the continued successful growth of our business and our philosophy around continuous improvement, this role requires the necessary skills and expertise to successfully implement new business into Reed & Mackay where there is a requirement for online and/or high touch servicing – on a local, regional or global basis.

One of the key aims of this role is to ensure that new business is implemented in a timely manner working closely with the client in a project management approach that delivers a smooth transition to Reed & Mackay thereby ensuring a strong foundation for communication and management during the life of the contract.

This role requires a good communicator preferably with experience in implementation and/or project management skills. Much of the key responsibilities will be client facing, you will become an ambassador for Reed & Mackay and so able to showcase the value of Reed & Mackay (R&M) along with our excellent service offering and technology suite.

KEY RESPONSIBILITIES:

• Responsible for formation of the appropriate project team spanning both the R&M offices and partner locations involved within the implementation.
• Project management; be the lead person for the management of the implementation project on behalf of the client and R&M
• Facilitate/Chair the client Kick Start meeting(s) to gather information required for completion of the ‘Scope of Work’ document and over-arching project
• To actively consult with clients during the implementation process; assisting and encouraging them to evaluate their processes to identify any possible improvements to work streams and show casing any efficiencies or innovation that can be introduced.
• Work with target groups of key stakeholders that have the potential to drive the change process; identify any areas of resistance to change and use of R&M and manage effectively
• Identify and deal with areas that are out with the agreed Scope of Works, escalate where required to the appropriate stakeholders within R&M and review timelines accordingly
• Manage all phases of the client implementation as required, be that a national, regional or global implementation, dependent on client requirements and project scope
• Communicate effectively with all R&M departments involved in implementation and ensure all documentation is shared
• Liaise effectively with all R&M wholly owned and/or partner countries and ensure all information relating to the project is shared, understood and acted upon in a timely manner.
• Ensure all regions understand the client’s objectives for go live and the Scope of Works.
• Identify key dependencies, milestones and show-stoppers so these are met and managed effectively with the client.
• Identify any potential areas of risk that might impact a successful Go Live and mitigate.
• Build effective, multi-level client relationships with key personnel during implementation
• Be responsible for coordination of all central communication in relation to the implementation process across all regions to ensure delivery of timelines and key milestones.
• Support the R&M Account Manager and the client in communicating all aspects of the change of TMC and launch of R&M
• Assist with the setup of roadshows/Webinars to ensure successful on-boarding of the R&M online tool
• Create the iQAOD and provide internal communication to support the successful transition of servicing to R&M particularly Online, AM, Operations so all is in place for a Go Live
• Work with the Online team during the t implementation process to ensure appropriate configuration of the online tool is achieved
• Continually asses the ‘health’ of the project and raise any issues which could impact the go live date – both internally and externally. Project manage the implementation to ensure all actions are completed prior to go live.
• Conduct a thorough handover to Account Management and Operational teams post go live to enable ‘Business as usual’
• Be an ambassador of R&M/ actively promoting products and services.

TASKS:

Project manage the Implementation Plan/Process to ensure the seamless integration of new business to include:

• Create, maintain and monitor comprehensive and robust implementation plan(s) using Smartsheets (or alternative project management tool where applicable).
• Share tasks with key stakeholders and review status regularly.
• Ensure all stakeholders are aware of dependencies on their assigned tasks and provide clear timelines to all concerned.
• Work collaboratively with the Solution Architect & Operational teams to ensure online and offline service setup are aligned.
• Encourage a positive approach to implementation with a ‘Can Do’ attitude
• Arrange, attend and conduct regular, productive and efficient Implementation meetings/calls as necessary          
• Produce, update and distribute any necessary documentation for implementation meetings both external and internal i.e. Agendas, meeting notes with actions and deadlines
• Complete and distribute the R&M/iQ Account Opening Document and monitor the sign-off process to ensure individuals have actioned their tasks
• Facilitate the set up and testing prior to go live of IT infrastructure, including but not limited to telephony, emails set up has been tested ready for Go Live
• Obtain, document and facilitate load and audit of all current client supplier deals including but not limited to airline contracts & soft reward schemes, negotiated and preferred hotel rates, car hire and rail contracts etc
• Work with client and internal marketing teams to produce collateral for Go Live i.e. contact details and user guides etc
• Brief operational staff in conjunction with the account managers on the new business with particular focus on customers’ objectives, expectations, company culture, sensitivities, key stakeholders and VIP’s.
• Assist in the implementation of existing clients within the global R&M office and IDT partner network where necessary.

SKILLS REQUIRED:

• Experience of working on new client implementations ideally within the travel industry.
• Awareness of challenges that can present themselves when implementing on a global platform.
• A strong team player with the dexterity to support colleagues and clients globally.
• Inquisitive with the ability to use own initiative to solve problems in a methodical manner.
• An excellent communicator who knows how to motivate and get the very best out of people – make complex look simple.
• Integrity will be important to you – open, honest and direct – with the ability to fit well within the company’s continuing desire to maintain values in developing culture and where all are treated with respect.
• Is keen to work closely with clients to deliver a tailored solution to match their requirements.
• Takes a vested interest in delivering new technology and innovation to our client base.
• Able to build solid relationships with our suppliers to facilitate changes.
• Highly customer service orientated and solution focused with the ability to anticipate client needs.
• Highly organised and efficient individual with methodical approach to problem solving and a keen eye for detail.
• Clear presenter, able to articulate key messages to a diverse audience. 
• Able to deal with difficult situations or individuals with sensitivity and diplomacy
• Knowledge of Sabre GDS is preferable but not essential.
• Good written English.
• MS office; Word, Excel, PowerPoint.
• Proven Project Management skills.
• Knowledge of Salesforce and Smartsheet but not essential.