todaytixgroup - Senior Manager, Client Operations & Implementation
Requirements
• Please note: This is a full-time position, and qualified candidates must be based in the greater London area. We encourage collaboration by working a minimum of 2 days per week in the office, while also offering flexibility for employees to choose where they work for the rest of the week. Some partners require shifted, 7-day support coverage; this role has a hand in setting and maintaining those schedules, including providing direct coverage where needed. On-site presence for partner onboarding is a shared requirement across the team and should be expected as part of this role. • ## What Success Looks Like: • On-Time, High-Quality Implementations — delivered on schedule, meeting technical and business requirements with minimal post-go-live issues. • Client Confidence & Adoption — clients are fully trained and able to independently manage ticketing, reporting, and daily operations at launch. • Risk & Issue Management — risks are identified early, communicated clearly, and mitigated before they impact timelines or trust. • Cross-Functional Execution — strong partnerships with Product, Engineering, Sales, and Support drive smooth implementations and handoffs. • Team Leadership & Consistency — direct and indirect reports deliver consistent, high-quality execution across all projects. • 5+ years of experience in technical implementation, professional services, or solutions consulting within a SaaS or B2B technology environment. • Demonstrated project management expertise — task definition, timeline ownership, and resource coordination across complex, concurrent projects. • Proven experience managing the full lifecycle of software implementations, from contract signing through go-live. • Experience directly managing people — setting priorities, giving regular feedback, and supporting professional growth. • Experience with ticketing, CRM, or e-commerce systems • Excellent client communication and training skills — able to manage expectations, translate complexity, and build trust. • A proactive problem-solver with strong risk identification instincts and high attention to detail. • Comfort operating in ambiguity — able to figure out what "good" looks like without a defined playbook and bring others along. • Curiosity about how AI and new tools can improve delivery operations — not required to be an expert, but genuinely interested. • Experience in the arts, live events, or attractions industries is a bonus.
Responsibilities
• Own end-to-end implementation delivery — driving execution from kickoff through go-live so timelines, scope, and quality standards are consistently met. • Lead hands-on technical configuration — partnering on configuration of client websites and microsites, implementing client-specific features, and managing data migrations and system integrations. • Train and support clients through launch and beyond — leading enablement so clients can confidently run PxT day to day, then staying engaged post-launch to troubleshoot and cover features outside client self-service. • Scope complex projects and manage risk — breaking large initiatives into clear tasks and milestones while proactively surfacing and mitigating issues before they threaten timelines or trust. • Identify patterns across implementations — turn them into better process, templates, and tooling — including experimenting with AI and automation — so this role leaves a real mark on how PxT scales delivery. • Partner cross-functionally — with Product, Engineering, Sales, and Support to resolve blockers and ensure clean handoffs at every stage. • Set support coverage schedules, and manage and mentor direct and indirect reports — help design shifted 7-day coverage for partners who need it and provide clear prioritisation and feedback to grow the team.
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