Head of Implementation

About this role

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

The Head of Implementation is a strategic and people-focused leader responsible for guiding the successful delivery of software solutions that help utility and energy organizations achieve their business objectives. This role leads a multidisciplinary team across solution architecture, project management, testing, training, and deployment, ensuring exceptional customer experiences throughout the implementation lifecycle. The Senior Manager partners closely with customers and cross-functional teams to drive adoption, business transformation, and measurable outcomes while fostering a culture that is customer-centric, authentic, accountable, agile, collaborative, and innovative. This leader is committed to developing high-performing teams, advancing operational excellence, and building scalable delivery practices that support both customer success and organizational growth.   Duties & Responsibilities: • Lead, coach, and develop a multidisciplinary team of implementation and delivery professionals, including Solution Architects, Project Managers, Testing Specialists, Training Specialists, Deployment teams, and related implementation functions. Foster an inclusive, collaborative, and high-performing culture where diverse perspectives are valued.

• Provide strategic leadership across the full customer implementation lifecycle, including solution design, project planning, testing, training, deployment, adoption, and value realization.

• Oversee the successful delivery of customer implementations, ensuring alignment with customer goals, contractual commitments, project timelines, budgets, and business objectives.

• Serve as a trusted advisor to customers by guiding implementation strategies, solution adoption, change management efforts, and business process transformation initiatives.

• Provide leadership and oversight for complex software implementations, systems integrations, technical solution delivery, and deployment activities within utility and energy-focused environments.

• Partner closely with Sales, Customer Success, Product Management, Engineering, Support, and other cross-functional teams to deliver exceptional customer experiences and long-term business outcomes.

• Establish delivery priorities, allocate resources effectively, and optimize team capacity across multiple customer engagements and implementation workstreams.

• Drive continuous improvement initiatives that enhance implementation methodologies, project delivery practices, testing standards, training approaches, deployment processes, and operational effectiveness.

• Monitor implementation performance through key delivery metrics, customer satisfaction indicators, utilization measures, and business outcomes while promoting accountability at all levels.

• Identify, assess, and proactively manage delivery risks, dependencies, and escalations with transparency, urgency, and a focus on successful resolution.

• Promote a customer-centric, authentic, accountable, agile, collaborative, and innovative culture across all implementation and delivery functions.

• Support organizational growth by developing scalable delivery models, operational frameworks, and best practices that improve consistency, quality, and customer success.

• Champion diversity, equity, inclusion, and belonging by creating opportunities for team development, engagement, and career growth.  

Required Skills & Experience: • Bachelor's degree in Business, Information Technology, Engineering, Computer Science, or a related field, or an equivalent combination of education, training, and experience.

• 10+ years of experience in software implementation, professional services, consulting, solution architecture, project delivery, enterprise software, or technology services.

• Demonstrated experience leading and developing cross-functional teams within customer-facing implementation, consulting, professional services, or technology delivery organizations.

• Proven success managing end-to-end customer implementations involving multiple disciplines, including solution architecture, project management, testing, training, and deployment.

• Experience overseeing complex customer engagements and delivering measurable business outcomes.

• Strong understanding of enterprise software solutions, systems integration, implementation methodologies, and solution architecture principles.

• Ability to build trusted relationships with customers, colleagues, executive stakeholders, and cross-functional partners.

• Excellent communication, facilitation, organizational, problem-solving, and decision-making skills.

• Experience balancing strategic priorities with operational execution in a fast-paced, customer-focused environment.

• Demonstrated commitment to creating and maintaining an inclusive workplace where individuals from all backgrounds can contribute and succeed.

• Ability to influence and lead through change while fostering collaboration and accountability across teams.

• Ability to travel as needed to support customer engagements, business priorities, and team development activities.  

Preferred Skills & Experience: • Experience supporting utilities, energy, telecommunications, construction, infrastructure, or related industries.

• Background in management consulting, systems integration, professional services, SaaS, or enterprise software organizations.

• Experience leading teams responsible for billable services, resource planning, utilization management, delivery operations, and customer implementation outcomes.

• Familiarity with cloud and SaaS platforms such as AWS, Microsoft Azure, Salesforce, ServiceNow, or similar technologies.

• Experience leading geographically distributed teams across multiple implementation disciplines and customer regions.

• Advanced degree and

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