Arrow Global Group

Purchases and manages non-performing loan portfolios

Lead Implementation Manager

Implementation & Technical Account ManagementUpdated on Nov 13

Full-timeManchester, UKNo salary listedHybrid

About the Job

Requirements

Substantial experience in technical implementation, technical customer success, technical project or program management, or solutions delivery for software products sold to external clients, including SaaS or enterprise software.
A demonstrable track record of personally owning complex, multi-stakeholder software implementations through successful go-live and adoption.
Strong project management discipline, including planning, dependency and risk management, and governance, with judgment about when to apply rigor and when to move quickly.
Experience managing stakeholders up to and including executive or C-level sponsors, and handling difficult conversations while maintaining relationships.
Technical fluency to read configurations, data mappings, logs, and API documentation, converse credibly with engineers, and challenge technical assumptions.
Clear, structured written and verbal communication, including executive-level reporting.
Ability to operate autonomously and with ambiguity as the most senior delivery person in the room.

Responsibilities

Own delivery of the implementation lifecycle for a portfolio of client accounts, from deployment, configuration, and testing through training, adoption, and handover to ongoing support.
Build and maintain delivery plans, RAID logs, and governance rhythms, proactively managing scope, timelines, dependencies, and risk in line with client regulatory and compliance frameworks.
Use product analytics and business analysis to drive implementations to completion, with clients live, adopting the product, and realizing intended outcomes.
Act as the senior point of contact for client stakeholders, from operational users through executive sponsors.
Manage expectations and competing priorities while maintaining clear boundaries on scope and commercial commitments.
Translate business intent into technical requirements and ensure clear communication between clients and internal teams.
Work with product and engineering teams to validate releases, triage issues, and represent customer technical needs.
Read and reason about configurations, data structures, integration patterns, and API behavior to scope work accurately and challenge estimates.
Provide structured, prioritized insight from implementation experience to inform the product roadmap.
Produce concise status and risk reporting for executive and leadership audiences, including defensible RAG status, risk, and forecast assessments.
Escalate issues early and present options and recommendations to leadership.
Create playbooks, templates, and repeatable implementation methodology to codify best practice across the team.

Desired Qualifications

Experience implementing AI, machine learning, or data-intensive products, including understanding delivery considerations such as data readiness, model behavior, and explainability.
Exposure to regulated environments, such as financial services or FCA-regulated settings, and familiarity with their governance and risk expectations.
Familiarity with integration concepts such as APIs, webhooks, single sign-on, and data pipelines, and tools such as Jira and Confluence.
Experience shaping implementation methodology or playbooks at team or organizational level.
A relevant certification, such as PMP, PRINCE2, or Agile/Scrum, is useful but not required.

We are looking for a Lead Implementation Manager to own the end-to-end technical delivery of our software to external clients — from kick-off through to live, adopted, and referenceable. You will be the single point of accountability for each implementation: orchestrating the customer, our product and engineering teams, and third parties so that complex software lands cleanly, on time, and to the value the client signed up for.

Own delivery of the implementation lifecycle for a portfolio of client accounts, from deployment, configuration, and testing through to training, adoption, and handover to ongoing support.
Build and maintain robust delivery plans, RAID logs, and governance rhythms, proactively managing scope, timelines, dependencies, and risk in line with client regulatory and compliance frameworks.
Use product analytics and business analysis to drive implementations to a clear "done" state, where the client is live, adopting the product, and realising intended outcomes.
Act as the trusted senior point of contact for client stakeholders, from operational users through to executive sponsors.
Manage expectations and navigate competing priorities, holding firm but constructive lines on scope and commercial boundaries.
Translate fluidly between business intent and technical reality, ensuring clear communication between clients and internal teams.
Work closely with product and engineering teams, validating releases, triaging issues, and representing customer technical needs with precision.
Read and reason about configurations, data structures, integration patterns, and API behaviour well enough to scope work accurately and challenge estimates.
Feed structured, prioritised insight back into the product roadmap based on real implementation experience.
Produce clear, concise status and risk reporting for executive and leadership audiences, with a defensible view on RAG status, risk, and forecast.
Surface escalations early, bringing options and recommendations to leadership.
Codify best practice through playbooks, templates, and repeatable implementation methodology that raise the bar across the team.

Substantial experience in technical implementation, technical customer success, technical project/programme management, or solutions delivery for software products sold to external clients (SaaS / enterprise software).
Demonstrable track record of personally owning complex, multi-stakeholder software implementations through to successful go-live and adoption.
Strong project management discipline, including planning, dependency and risk management, and governance, with the judgement to know when to apply rigour and when to move fast.
Excellent stakeholder management, up to and including executive/C-level sponsors, with the gravitas to hold difficult conversations and the empathy to keep relationships strong.
Technical fluency, comfortable reading configurations, data mappings, logs, and API documentation, and able to converse credibly with engineers and challenge technical assumptions.
Clear, structured written and verbal communication, including executive-level reporting.
Comfortable operating autonomously and ambiguously as the most senior delivery person in the room.
Experience implementing AI / ML or data-intensive products is desirable, along with an understanding of the specific delivery nuances these bring, such as data readiness, model behaviour, and explainability.
Exposure to regulated environments, such as financial services or FCA-regulated settings, is desirable, along with familiarity with the governance and risk expectations involved.
Familiarity with integration concepts such as APIs, webhooks, SSO, and data pipelines, and tooling such as Jira/Confluence, is desirable.
Experience shaping implementation methodology or playbooks at a team or organisational level is desirable.
A relevant certification, such as PMP, PRINCE2, or Agile/Scrum, is useful but not required.

About the Company

Arrow Global Group

Purchases and manages non-performing loan portfolios

Arrow Global Group buys and manages non-performing loan portfolios across Europe. It acquires distressed debt from banks and other lenders, then services and collects on the portfolios to recover value for creditors. The process uses an end-to-end debt management platform for asset acquisition, receivables servicing, analytics, and recovery actions across multiple jurisdictions. Its strategy focuses on a pan-European footprint and growth through acquisitions, with the goal of providing creditors scalable recovery solutions and increasing value through expanded portfolio reach and disciplined execution.

Company size: 501-1,000
Company stage: Debt Financing
Total funding: $400M
Headquarters: Manchester, United Kingdom
Founded: 2005

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