Global Technical Implementation Manager

Position: Global Technical Implementation Manager
Reporting to: Global Head of Implementation Services
Position Location: Nexus Place, London

Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of Navan (formerly TripActions), and together we are setting the agenda for the future of business travel.

JOB PURPOSE:

The Technical Implementation Manager has both a broad and deep understanding of how a TMC provides technical, financial and operational components to our customers to fulfil their business travel requirements. They will relish having this broad knowledge and being in front of larger groups of people internally and externally. They will understand how pivotal their role is to co-ordinating the various functions and should see themselves as an Orchestra Conductor to the Orchestra that is R&M at large.

KEY RESPONSIBILITIES:

1. To support sales teams appropriately during presentations (i.e. Demo, requirements elicitation, solution design)
2. To support bid teams when questions arise requiring Subject Matter expertise
3. To follow clients from the sales into the implementation process
4. Maintain oversight and solution knowledge and customer relationship for the solution sold into the customer during the pre-sales cycle
5. Where simple, go straight to build, and where more complicated, design, supervise and co-ordinate the solution component parts of the implementation.
6. As far as possible, they will sell the value of existing capability and avoid selling new development, as such understanding how to “work-around” or “stretch” functionality is important.
7. To be an advocate of R&M, its solutions, and confident in our capability beyond that of competitors.
8. Be responsible for the go-live and any training strategy that will have been recommended to customers to ensure successful adoption and ramp of a customer’s business
9. To become a “trusted advisor” to the travel manager
10. To periodically run refresher/induction sessions for R&M staff to continuously improve the knowledge of entire R&M team of our customer solutions
11. Contribute development suggestions, either as part of an engagement or by virtue of what they are experiencing in sales cycles and which will differentiate us in the market
12. Contribute to building a body of knowledge in a “system” which can be used by other team members.
13. Work collaboratively with clients, internal departments and global partners in a project management approach to deliver a seamless transition to R&M
14. Conduct thorough and well documented end to end testing of all technical solutions including user acceptance testing & feedback from the client
15. Have the agility and flexibility to be the lead person for the management of the implementation project on behalf of the client and R&M when required
16. Identify and mitigate any potential areas of risk that might impact a successful launch
17. Create, maintain and distribute robust implementation documents using Smartsheet’s where applicable and/or alternative R&M documents.

WHAT WE’RE LOOKING FOR:

All R&M in-house products – demo & configure (IQ, Book, Portal, Protect, etc.)

1. Boot camp trained for SAP Concur Travel & Expense and have previous experience of implementation of this product
2. Some product knowledge of other 3rd Party OBTs e.g. Cytric, GetThere, KDS and Traveldoo
3. Have a fair understanding of methods of payment, currencies supported, invoicing, exchange and refunds process.
4. Have a fair understanding of the IT process and understanding of the published roadmap (Feeds, Hand-offs, common security questions (i.e. certifications, etc))
5. Special deep-dive knowledge of how to implement and recommend approval processes and policies.
6. Have a fair understanding of the Operations processes including (out of hours, languages, hubbing, etc.)
7. Ability to create and alter workflow diagrams
8. Ability to facilitate workshops and solution sessions
9. Ability to present to groups of up to 20 people or various degrees of seniority
10. Good mastery of:
    • PowerPoint
    • Visio – for flow diagrams
    • Excel
    • Smartsheet