Implementation Manager

About the Role

We are seeking an experienced and detail-oriented Implementation Manager – Online Booking Tool to lead the successful deployment, configuration, and onboarding of clients onto our online booking platform. The role involves managing end-to-end implementation projects, coordinating with cross-functional teams, understanding client requirements, configuring booking solutions, and ensuring seamless go-live support.

The ideal candidate should have strong project management skills, travel technology expertise, and the ability to manage multiple client implementations effectively.

Key Role & Responsibilities

1. Client Implementation & Delivery

• Manage end-to-end implementation of online booking tool solutions for new and existing clients
• Gather, analyze, and document client business requirements
• Translate client requirements into system configurations and implementation plans
• Configure platform settings including workflows, approval hierarchies, policy controls, booking rules, and user access

2. Project Management

• Create project timelines, implementation roadmaps, and milestone trackers
• Monitor implementation progress and ensure adherence to timelines
• Identify risks, dependencies, and implementation bottlenecks proactively
• Provide regular project status updates to internal stakeholders and clients

3. Stakeholder Coordination

• Act as the primary point of contact for clients during implementation
• Coordinate with product, engineering, support, account management, and QA teams
• Facilitate requirement clarification sessions and implementation workshops

4. Testing & Quality Assurance

• Conduct functional validation and UAT support
• Ensure configurations align with business requirements
• Resolve implementation issues before production deployment

5. Training & Go-Live Support

• Conduct client training sessions for administrators and end users
• Provide go-live assistance and hypercare support post deployment
• Ensure smooth transition to support/account management teams

6. Process Improvement

• Recommend implementation best practices
• Identify opportunities to optimize onboarding processes
• Maintain implementation documentation, templates, and SOPs

Pre Requisites of a Good Candidate:

• Bachelor’s degree in engineering, Business, IT, Travel Management, or related field
• 5–8 years of experience in implementation/project delivery within travel technology, SaaS, or online booking platforms
• Experience with corporate travel booking tools / OBT platforms preferred
• Strong understanding of travel workflows, booking engines, GDS integrations, and policy configuration
• Excellent client-facing and communication skills
• Strong analytical and problem-solving abilities
• Experience in project management methodologies

Must Haves:

• Knowledge of corporate travel ecosystem
• Familiarity with API integrations and system configurations
• Experience with implementation tools and ticketing platforms
• Ability to manage multiple concurrent projects
• Strong documentation and presentation skills

Key Competencies:

• Client Relationship Management
• Project Planning & Execution
• Cross-functional Collaboration
• Attention to Detail
• Ownership & Accountability
• Process Orientation