Field Implementation Manager

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours. 

Role Description

• Prepares and maintains installation guides, checklists, and customer-facing documentation.

• Collaborate with internal stakeholders and external clients to define project scope, goals, and deliverables.

• Lead the planning, execution strategy, and delivery of field service implementation projects from proof-of-concepts, Pilots, and project execution.

• Monitors job quality and ensures compliance with protocols outlined in the project playbook and runbook.

• Serve as the primary point of contact for clients during implementation, ensuring a high level of customer satisfaction.

• Continuously improve implementation methodologies, tools, and best practices.

• Create and update technical instructions for use by the project team and onsite technicians.

• Lead proof-of-concept initiatives to validate project plans and improve deliverables.

• Provide consultative support during the execution of complex projects.

• Manage daily operations and tactical aspects of proof-of-concepts, including client interactions.

• Identify potential risks and develop mitigation strategies for successful deployments.

• Select and manage technical resources for proof-of-concept phases, approving work orders and payments.

• Communicate expectations and progress of proof-of-concepts to resources and stakeholders.

• Participate in regular status calls to update on proof-of-concept progress.

• Ensure effective stakeholder communication throughout the project lifecycle.

• Oversee the completion and evaluation of proof-of-concept phases for continuous improvement.

Behaviors and Competencies

• Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.

• Interpersonal Skills: Can communicate effectively, build relationships, resolve conflicts, and influence others in significant situations.

• Teamwork: Can lead a team effectively, facilitating cooperation, sharing information, and ensuring that all team members are able to contribute to their full potential.

• Prioritization: Can proactively identify high-impact tasks, initiate action plans, and contribute to process improvements.

• Adaptability: Can proactively adapt to challenging situations, anticipate changes, and make modifications to meet the demands of changing circumstances.

• Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.

• Problem-Solving: Can proactively identify potential problems, initiate preventive measures, and propose and contribute to innovative solutions.

• Operations Coordination: Can proactively seek out operational challenges, initiate projects to improve processes, and contribute to innovative operational strategies.

• Project and Goal Focus: Can optimize resources and efforts to ensure project goals are met efficiently.

Skill Level Requirements

• Understanding of Information Technology products and solutions to effectively evaluate, implement, and support technological initiatives within an organization - Intermediate

• Ability to create clear and effective technical documentation - Intermediate

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate

Preferred Skills

• Previous experience managing or dispatching an on-site technical resource 1099 marketplace experience

• Knowledge of geographical labor market rate

• Project management experience

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required

• 3-5 years of experience in field services, project management or implementation

• Proven track record of managing complex technical deployments in customer-facing environments

• Strong understanding of field service operations, scheduling, dispatch, and mobile workforce technologies

• Proficiency with project management tools and CRM/ERP systems

• Ability to travel 50-75%

• Advanced certification such as the following preferred:

  • A+ and/or Microsoft Certified Professional (MCP)

  • BICSI Certified

  • ITS

  • CompTIA

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status