Implementation Lead

• Serve as the primary owner and point of contact for customer change initiatives including scope changes service expansions and contract modifications.
• Lead end-to-end change management activities encompassing intake impact assessment scoping planning resourcing execution testing and go-live.
• Assess the operational system supply chain and service delivery impact of requested changes to ensure feasibility and readiness.
• Develop and maintain detailed implementation plans including timelines milestones resource requirements and dependencies.
• Coordinate and drive alignment across cross-functional teams (e.g. IT Depot Services Supply Chain Procurement Finance) to ensure successful delivery of change initiatives.
• Ensure systems processes pricing logistics billing and contractual elements are configured and aligned to support approved changes.
• Oversee testing validation and readiness activities for new or modified services prior to launch.
• Ensure all changes are accurately documented and reflected in SOPs workflows process documentation and customer-facing materials.
• Proactively identify risks dependencies and potential roadblocks implementing mitigation strategies to minimize disruption to ongoing operations.
• Clearly communicate project scope plans timelines risks and expectations to internal teams customers and other stakeholders.
• Track and report on project progress risks and outcomes providing regular status updates to leadership and stakeholders.
• Measure success using key metrics such as time-to-implement error rates and customer satisfaction.
• Analyze trends in customer change requests and recommend process improvements to enhance scalability efficiency and future implementation outcomes.

• Provide support to the Onboarding & Implementation Manager during periods of lower change activity.
• Assist with onboarding activities such as account setup cross-functional coordination and execution as needed.
• Ensure close alignment between onboarding and change management processes to deliver a consistent and seamless customer experience.

• Bachelors degree in Business Administration Information Technology Supply Chain or a related field; relevant certifications in Project Management Change Management ITIL or Process Improvement are a plus.
• 35 years of experience in implementation project and change management customer success or service delivery including managing scope changes service expansions and operational transitions.
• Strong project and change management capability with proven experience leading complex initiatives from planning through execution and launch.
• Demonstrated ability to coordinate cross-functionally manage stakeholders effectively and influence outcomes without direct authority.
• Strong customer focus with the ability to manage expectations deliver high-quality outcomes and translate complex changes into clear actionable plans.
• Proactive problem-solving skills including risk identification mitigation and solution development.
• Highly organized with the ability to manage multiple concurrent projects maintain attention to detail and adapt in a fast-paced evolving environment.
• High level of ownership accountability and commitment to successful outcomes.
• Proficient in Microsoft Office Suite (Excel Word PowerPoint Outlook).
• Experience with CRM or workflow tools (e.g. ServiceNow) preferred.
• Familiarity with IT systems hardware lifecycle services and operational workflows is beneficial.

Employment decisions at Future Tech Enterprise Inc. will be based on merit qualifications and abilities. Future Tech Enterprise Inc. does not discriminate in employment opportunities or practices on the basis of race color religion sex national origin age disability or any other characteristic protected by law.