Manager, Service Implementation

We are seeking a highly motivated and experienced Service Implementation Manager to lead our Services Delivery team for the Greater China and North Asia regions. This role will lead a team with 6 employees across Aisa and several contractors. This role will report to the Senior Director, Professional Services based in Singapore.

The ideal candidate will be a proven leader with deep expertise in SaaS solution implementation and a strong understanding of the academic and government landscape. This role is a key part of our strategic rebranding, focusing on customer partnership, business enablement, and expert guidance.

About You – experience, education, skills, and accomplishments

• Bachelor’s Degree
• Proven Management Experience: At least 5+ years of experience in management or team lead role within a professional services delivery, or software implementation environment.
• SaaS Expertise: Extensive experience in implementing SaaS solutions for clients.
• Language Proficiency: Fluency in both Chinese and English is required.
• Leadership & Communication: Exceptional leadership skills with the ability to inspire a diverse team. Excellent verbal and written communication skills with the ability to manage complex client relationships.
• Travel: Ability to travel within the region as required to meet with clients and support the team.

It would be great if you also have . . .

• A solid understanding of the academic and library ecosystem, including common workflows, challenges, and user needs.
• Experience with Library Management Systems (LMS) or similar solutions in the academic or government sector.
• Language proficiency in Korean or Japanese.

What will you be doing in this role?

• Lead team to deliver consistently high-quality service implementation across multiple projects, ensuring ongoing effectiveness.
• Plan project timelines, incorporating resource allocation and key milestones, ensuring alignment with customer expectations.
• Manage the implementation process from start to finish, coordinating with stakeholders, offering direct support, and addressing software implementation issues and resolutions.
• Develop implementation policies, procedures, best practices to educate customers on effective usage, ensuring a smooth transition.
• Develop and plan process improvement initiatives, leveraging in-depth product knowledge to generate innovative solutions for efficiency enhancements.

Management Responsibilities:

• Manage a team of colleagues.
• Lead, direct and review the team’s work to achieve operational or functional targets or objectives with measurable contribution towards the achievement of immediate and short-term results for the team and department.
• Establish and communicate team goals that support and advance team and department objectives; establish metrics or other performance measures to track progress.
• Understand and explain policies, practices and procedures within immediate area of responsibility to stakeholders within and outside of the team.
• Deliver consistent and timely training, guidance and feedback to encourage and promote colleague success and growth through regular developmental conversations and identification of developmental opportunities.
• Provide primary input and recommendations on staffing decisions for the team.
• Work closely with the Senior Director to execute the regional strategy, providing insights on market trends, competitive landscapes, and opportunities for growth and innovation.

About the Team

Global Professional Services teams are experts in product and project implementations. We enable our customers to get the maximum value out of Clarivate software products and reach their business goals, accompanied by our expert advice, training, managed services and support.

Hours of Work

This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.

This is a hybrid position working in the office up to 2-3 days a week.