Implementation Manager

Project management


DigitalGenius is a venture-backed artificial intelligence company, bringing applications of deep learning and AI to customer service operations of large and growing companies. With offices in London and San Francisco, we’re growing a team of like-minded and supportive people with the goal of transforming customer service through application or artificial intelligence.

DigitalGenius is growing our Service Delivery Team and we are looking for a bright and hands-on Implementation Manager to manage projects aiming to integrate our technology to our Customers. This is an excellent opportunity for a talented Project Manager with experienced delivering SaaS to join a dynamic, fast growing Start-Up which is working on exciting AI solutions for Customer Service Applications. DigitalGenius Service Delivery is responsible for successfully deploying our technology to our Customers and for coordinating and aligning our integration partners’ professional services. The Team is in direct contact with our Customers and Partners making sure we deliver high standard services to be key players in bringing operational revenue. Ideally, you would have worked for a digital consultancy as a Project Manager delivering multiple Service Cloud projects for fortune 500.


  • As a Project Manager, act as primary point of contact for projects in delivery
  • Closely manage multiple delivery projects throughout their lifecycle, from planning and initiation to implementation and wrapping-up
  • Manage client expectations and key stakeholders’ alignment to make sure projects are delivered on time and within budget
  • Ensure projects stay within scope – otherwise flag opportunities to Head of Service Delivery
  • Track and control delivery cost (man-hours per project)
  • Coordinate and align roll-out conducted by integration partners to ensure consistency and high standard of services – be the voice of DigitalGenius in coordinating partners’ Professional Services
  • Manage cross departmental resources to deliver projects in timely manner
  • Coordinate and manage Solution Engineers as well as development and QA teams working on projects in Service Delivery
  • Roll-out implementation methodology alongside client stakeholders aligning on scope, goals, deliverables, resource, R&R and project governance
  • Be the champion for rolling-out Service Delivery process, methodology and Continuous Process Improvement
  • Make sure different lines of businesses comply with the agreed process to ensure successful delivery of our services
  • Rapidly build trusting rapport with the Customers and carefully prepare the users for a successful adoption phase
  • Anticipate project risks and issues, confidently addressing any challenges
  • Report progress and outline operational KPI to help make informed decision towards lessons learnt and Continuous Process Improvement
  • Reconcile, build and develop Delivery Knowledge Management


  • Experience in software Implementation and/or digital transformation as a Project Manager is a must
  • Exposure to Client Relationship Management and Change Management is a massive plus
  • Experience managing a small team
  • Some Salesforce and/or Zendesk experience with exposure to Service Cloud
  • Rigorous, concise and structured with a strong ability to think strategically
  • Can-do attitude, able to think outside the box, multitask and prioritise
  • Strong team player with great interpersonal skills
  • Good leadership skills with a great sense of empathy and able to lead by example
  • Have experienced of Agile and Prince2 methodologies
  • Bachelor’s degree in Business, Management, Finance or Business Administration


  • Experience in a rapidly growing, diverse and one of the best start-ups in the AI industry
  • Competitive salary
  • Generous vacation days, public holidays and sick leave
  • Pension Scheme
  • Gym membership at Third Space in Canary Wharf or Travel Contribution
  • Company MacBook
  • Company Cycle Scheme
  • A free selection of teas, coffees, juices and freshly baked cookies everyday
  • Sponsorship to attend relevant worldwide conferences and trainings
  • Freedom to experiment with your ideas and develop your skills
  • Great working environment in Canary Wharf with stunning views of London
  • US/UK Team Summits
  • Need anything? We are committed to your success as we know that it equates to ours so anything you need to do your job well? Just ask!
  • Ownership and Meritocracy: We aren’t clock watchers and work in a highly results-driven way. So, you can expect full autonomy to experiment with your ideas and meritocracy from us.

We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.