Senior Implementation Manager

Senior Implementation Manager

Job Title: Lead Implementation & Deployment Specialist

Location: Pune / Bangalore

Experience: Min 15+ years

Education: Bachelor’s Degree, Master preferred

We are seeking a highly skilled and technically proficient Lead Implementation & Deployment Lead to join Hospitality team. A Implementation & Deployment Lead ensures end to end successful customer deployments. In Hospitality, we deploy to Customer a platform of capabilities (CRS, Channel Manager, GDS Distribution, Booking Engine, Call Center, Payments, etc) which are represented as a single solution to our customers. It is critical for this role and team to understand, behind the scenes, how and what configurations are allowed, and the impact of each. This principal role has end to end oversight and provides guidance to Senior team members as to how all Hospitality Products work together. The ideal candidate will understand (or have advanced solutions experience to learn) how these products interconnect to deliver seamless experiences for our customers and impacts to the Customer. Has working experience and advanced and specialized technical & functional knowledge in product Implementation and deployments.

• 
  Good understanding and familiarity with Hospitality products or similar platforms with strong Hospitality Industry knowledge.
• Experience with API integrations and data mapping.
• Should have background in software development or systems engineering.
• Advanced technical troubleshooting skills and familiarity with backend systems and code.
• Experience liaising with cross-functional teams including Product, Engineering, and Support.
• Excellent communication and presentation skills for customer-facing engagements.
• Ability to work independently and take ownership of complex projects and mentor and supports junior team members.
  

Role Responsibilities:

Leadership

o Acts as a go-to person to organize and align various team members who have individualized skillsets and bring them all together.

o Ensures team members have documentation standards, and leads alignment (global) across all regions handling deployments

o Document processes, configurations, and best practices for internal and external use.

Subject Matter Expertise

o Develops deep subject matter expertise in Central Reservation System, Channel Management, GDS, Rates Mapping, and Guest Management System.

o Understands customer workflows and how they interact with our products.

o Troubleshoots complex technical issues, including reviewing backend code and system logs.

o Collaborate closely with Product and Technical teams to resolve escalated issues and gather insights.

o Serve as the final escalation point for implementation-related challenges

Customer Engagement

o Serves as SME, point of contact / reference for complex Customer engagement.

o Engages in pre-sales Discoveries to understand Customer Objectives, Goals, and define if any gaps, advanced configuration needed.

o Serves as POC for Product and E&T if customization is required.

Diversity & Inclusion