Implementation Manager

You'll be responsible for the experience and outcomes of Lyrebird's most complex Enterprise implementations, hospitals, health systems and other organisations where success depends on active judgement and coordination across multiple stakeholders, workflows and technical dependencies. Two mandates sit inside that: deliver exceptional customer implementations and pilots, trial design through go-live, early adoption and transition into BAU, and build the implementation model so every rollout after this one is more repeatable and scalable.

Responsibilities

Be responsible for the experience and outcomes of Lyrebird's most complex Enterprise implementations, hospitals, health systems and other organisations; Deliver exceptional customer implementations and pilots, from trial design through go-live, early adoption and transition into BAU; Build the implementation model so every rollout after this one is more repeatable and scalable; Design trial scope across Lyrebird's other complex accounts with the AE, the customer, and the right people across the business; Own the delivery for the implementation across competitive pilots / trials and new implementations, working alongside the customer, engineering, support, clinical and AEs / customer success; Prove the value: leave every customer in no doubt what changed, with evidence in their own terms they can use inside their own organisation; Drive adoption across enterprise organisations during initial rollout by running training sessions, building training artefacts and building templates alongside clinical; Own the state health rollout end to end: trial and pilot design ahead of each wave, a site-by-site go-live plan with prerequisites, named owners and dates, and the governance forums the programme runs on; Build the implementation model: turn what each rollout teaches into a repeatable way of designing trials, measuring value, managing risk and dependencies, and running retrospectives; Feed what the deployment needs back to Product, shaping org settings, provisioning, admin tooling and usage reporting

Requirements

Track record leading complex, multi-stakeholder customer implementations or transformation programmes end to end, accountable for the outcome; Experience building the business case or demonstrating ROI to an enterprise customer by designing to move the right metrics and capturing those metrics; The ability to drive cross-functional delivery without direct authority, holding multiple workstreams together as one implementation and pushing blockers and decisions to resolution; Technical fluency sufficient to lead credibly with a customer's IT function on identity, provisioning, integration and security review, enough to ask the right questions and know when to bring in a specialist; Judgement to diagnose whether a problem is product, technical, clinical, workflow or behavioural before deciding what to do, and the gravitas to hold a programme board when things go wrong; Comfortable building the operating model rather than inheriting one

Nice to have

Experience implementing software inside a hospital, health system, or a state or federal government health programme; Integration depth: HL7/FHIR, directory services and SSO, API level troubleshooting; Familiarity with Australian health security and privacy frameworks: ISO 27001, Essential Eight, IRAP, privacy impact assessments