Role Review • Senior Manager leading technical implementation delivery for ImageCentre and all DirectLink products across banking and financial institution clients • People and delivery manager — responsible for team performance, talent development, capacity planning, and operational excellence within the implementation practice • Serves as the primary escalation path for after-hours and weekend support during client go-live stabilisation periods (minimum 2 weeks post go-live) • Client-facing leadership role requiring executive-level communication, issue resolution, and stakeholder management with US-based banking clients • Must work US business hours; 15% travel to client sites and internal engagements as required Delivery & Operations Management • Oversee end-to-end delivery of ImageCentre and DirectLink implementation projects across the portfolio • Monitor project health, milestone adherence, and quality of deliverables across concurrent client engagements • Drive standardisation of implementation processes, methodologies, and documentation practices • Manage delivery risks, scope changes, and cross-team dependencies proactively • Excellent time management skills — prioritise across multiple projects, teams, and stakeholder demands simultaneously Platform & Technical Knowledge • ImageCentre — working technical knowledge across installation, configuration, and implementation lifecycle • DirectLink (all products) — working technical knowledge of the full DirectLink product suite including Teller, Host Integration, and distributed capture modules • Sufficient technical depth to evaluate team outputs, review solution designs, and provide informed guidance on escalated issues • Understanding of item processing and distributed capture workflows to support delivery oversight and client conversations • Ability to engage credibly with technical teams and clients on platform capabilities, constraints, and solutions
Escalation & Issue Resolution • Excellent issue resolution skills — own and drive resolution of complex, escalated technical and operational issues • Primary escalation path for after-hours and weekend support for newly implemented clients (min. 2 weeks post go-live) • Facilitate rapid root-cause analysis and corrective action across implementation and platform teams • Manage client escalations with composure, clarity, and accountability; restore confidence and drive to resolution • Establish escalation protocols and support frameworks to minimise recurrence and improve team response capability
People Management & Talent Development • Excellent management skills — lead, motivate, and develop a team of implementation analysts across multiple skill levels • Talent assessment — evaluate team member capabilities, identify skill gaps, and build development plans • Excellent training and mentoring skills — coach analysts at all levels; cultivate a high-performance implementation culture • Performance management — set clear objectives, provide regular feedback, and manage accountability • Workforce and capacity planning — align staffing to project demand, manage utilisation, and support resource allocation decisions
Leadership, Soft Skills & Work Requirements
• Excellent communication skills — presents complex information clearly to clients, executives, and cross-functional teams • Senior leadership presence — influences without authority, builds trust, and drives alignment across stakeholders • Contributes to practice strategy, hiring decisions, and operational planning at the management level • Champions continuous improvement, knowledge sharing, and a collaborative team culture • Must be available to work US business hours (North America client base) • 15% travel required for client site visits, team engagements, and strategic meetings
Additional Information: Candidate must travel to client site deployment and implementation phases with travel expenses covered by the client.
Applicant Notices & Disclaimers
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 35.00/hr.
