Manager of Implementation

The Manager of Implementation leads the successful delivery of customer projects in cloud and infrastructure services, ensuring timely execution, operational excellence, and client satisfaction. The summary above was generated by AI

As a Manager of Implementation at OTAVA, you will play a critical role in leading the successful delivery and implementation of customer projects across our cloud, infrastructure, security, backup, and disaster recovery service portfolio. You will oversee the implementation function from solution scoping through client acceptance, ensuring projects are delivered on time, within scope, and aligned with customer expectations.You will partner closely with Sales, Engineering, Technical Services, and Customer Success to drive operational excellence, improve delivery processes, and build a high-performing implementation organization capable of supporting OTAVA's continued growth.

Role Responsibilities

• Partner with Sales to qualify and technically scope new opportunities, ensuring proposed solutions are architecturally sound and deliverable within committed timelines.
• Own the production and review of Statements of Work (SOWs), implementation plans, solution overviews, and delivery documentation.
• Establish and enforce intake standards so that all implementation engagements begin with complete and approved requirements.
• Own the delivery lifecycle from project kickoff through client acceptance for all implementation projects.
• Maintain visibility across the implementation portfolio, including project timelines, milestones, risks, dependencies, and escalation paths.
• Ensure clients receive proactive and consistent communication throughout all phases of project delivery.
• Establish delivery service level expectations and coordinate closely with Technical Services regarding project prioritization and handoff procedures.
• Provide leadership and oversight to the Client Delivery Project Manager and implementation resources.
• Drive adoption of structured project management tools and processes, including Jira and related delivery platforms.
• Define, document, and continuously improve implementation methodologies covering intake, planning, execution, handoff, and project closure.
• Identify and resolve operational inefficiencies, process gaps, communication breakdowns, and delivery bottlenecks.
• Partner with Platform Engineering and Infrastructure Engineering teams to improve automation, scalability, and delivery efficiency.
• Recruit, develop, coach, and retain implementation and solutions engineering talent.
• Conduct regular performance reviews, coaching sessions, and career development planning.
• Develop staffing, training, and capability plans to support organizational growth and customer demand.
• Define and monitor key delivery performance indicators, including project timelines, milestone attainment, customer satisfaction, and delivery effectiveness.
• Present delivery metrics, operational insights, and improvement initiatives to leadership on a regular basis.

• 7+ years of experience in Solutions Engineering, Professional Services, Technical Delivery, Implementation Management, or a related technical services environment.
• 3+ years of leadership experience managing technical delivery, implementation, project management, or solutions engineering teams.
• Demonstrated experience supporting both pre-sales solutioning and post-sale implementation within a managed services, cloud services, or infrastructure services organization.
• Strong understanding of cloud infrastructure, virtualization, networking, storage, backup and disaster recovery, and managed security services.
• Experience designing, implementing, or improving delivery methodologies and operational processes within a growing organization.
• Experience working across Sales, Engineering, Operations, and Customer Success functions.

Required Knowledge, Skills, and Abilities

• Strong leadership, coaching, and team development skills.
• Excellent project management and delivery governance capabilities.
• Exceptional communication and stakeholder management skills.
• Ability to effectively manage multiple projects, priorities, and cross-functional initiatives simultaneously.
• Strong analytical and problem-solving abilities.
• Ability to drive process improvement and operational excellence.
• Technical understanding of cloud infrastructure, virtualization, networking, storage, backup, disaster recovery, and security technologies.
• Familiarity with Jira, Zendesk, Salesforce, Confluence, and related delivery management platforms.
• Self-starter mindset with the ability to drive initiatives independently and deliver measurable results.

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field, or equivalent combination of education and experience.

License or Certification (willing to complete in established timeframe)

• Experience with VMware Cloud Foundation (VCF), VMware vSphere, NSX, NetApp ONTAP, Veeam, or similar enterprise technologies.
• Familiarity with VCSP/VCFaaS licensing models and partner ecosystems.
• Experience delivering colocation, DRaaS, managed infrastructure, or private cloud solutions.
• Experience within a Managed Service Provider (MSP), cloud hosting provider, or infrastructure services organization.

License or Certification ( willing to complete in established timeframe)

• PMP, PMI-ACP, Certified Scrum Master (CSM), or equivalent project management certification preferred.
• VMware, Veeam, Cisco, Microsoft Azure, AWS, or similar technical certifications are a plus.

Hybrid work, competitive compensation package, base ( $120k - $141k annually), 401(k) with company match, medical, dental, vision, HSA options, life and disability insurance, generous flexible PTO, paid holidays, paid volunteer time off, paid parental leave, professional development opportunities, and an Employee Assistance Program.

What about OTAVA? As a global leader in secure, compliant, enterprise-class cloud hosting, we deliver a full range of solutions from colocation to private and hybrid cloud computing. We're creative thinkers who love to serve others, automate where possible, and change when required. We're about putting people first - our employees and our customers. We have a customer-centric focus and go all in, on helping our customers protect and manage their data. We aim for superior customer service in everything we do and strive to get even better. Our onboarding process is designed to ensure a seamless integration into the OTAVA team. From day one, you'll be welcomed by a team dedicated to making your transition smooth and enjoyable. Your growth is our priority. Our training programs are tailored in partnership with all our technology vendors to ensure you have the skills and knowledge needed to excel in your position. Whether you're a seasoned professional or just starting your career, there's always room to learn and grow at OTAVA. Working at OTAVA means being part of a team that values your expertise, fosters professional growth, and provides opportunities to make a significant impact. Join us as we continue to push boundaries and shape the future of secure, and intelligent multi-cloud solutions. Joining OTAVA means embarking on a journey of growth, innovation, and professional fulfilment. Our commitment to your success extends beyond recruitment; it's about creating an environment where you can thrive and make a meaningful impact. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.