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8 days ago
Requirements and responsibilities
Aptem builds software for the UK skills and employment sector. Our platform supports training providers, employers, and employment organisations to manage learner journeys from enrolment through to qualification or employment outcome. We are in the middle of a deliberate, ambitious transformation of how we work, and this role is at the centre of it.The Role:We are looking for a Head of Implementation to transform our implementation function into a market-leading onboarding operation: faster, lower effort for customers and for Aptem, and consistently excellent. This is a transformation role first. You will not carry a personal project portfolio; your job is to fundamentally reimagine how the team works, build the processes and capability to sustain it, and drive continuous improvement from there.The right person has already done this. They can point to specific examples of implementation or onboarding transformation they have led, the metrics that prove it, and how they brought their team with them. Evidence of what you have built and changed matters more than tenure or seniority.What you will be doing:Leading transformationLeading the fundamental redesign of implementation processes to materially reduce effort and cycle time for both Aptem and its customersIdentifying and driving automation opportunities, using AI and working with product and technology teams where appropriateSetting and pursuing an ambitious improvement agenda, not just incremental changeOwning the tooling and technology used to support implementation; making recommendations on new approachesEvaluating implementation effectiveness through customer and stakeholder feedback, and acting on what you findLeading the teamBuilding, developing, and retaining a high-performing team of 12 with a clear customer focus and a continuous improvement mindsetProviding coaching and performance feedback that genuinely raises capability over timeHolding the team accountable for data accuracy in Planhat to enable reliable reportingManaging workload allocation, recruitment, onboarding, and day-to-day team issuesEnsuring team members set clear expectations internally and externally and follow through on theOperating cross-functionallyBuilding productive relationships with Sales, Customer Support, Customer Success, Product, and FinanceActing as the primary escalation contact for implementation issues with senior customer stakeholdersSupporting Sales on large prospect opportunities, including presentations and project estimatesWorking with Marketing to identify customers who could serve as references or case studiesWhat we are looking for:EssentialExperience in a SaaS or technology businessDemonstrated experience leading a meaningful implementation, onboarding, or operational transformation, with specific evidence of what changed, by how much, and how it was measuredStrong people leadership: a track record of developing and retaining a team through significant change, and getting buy-in rather than just driving change from aboveA track record of getting buy-in for transformation, not just driving it from aboveExperience managing a team across multiple concurrent customer accounts or projectsProven ability to manage senior stakeholder relationships and act as a credible escalation contactStrong commercial awareness: understanding of how implementation connects to revenue, retention, and customer satisfactionClear, confident communicator across all channels, including when delivering difficult messagesWorking knowledge of implementation and project management toolingDesirableExperience working in a regulated or compliance-adjacent environmentProficiency PlanhatWhy AptemAptem's platform supports over 130,000 learners every day across the UK. We are a mature, stable SaaS business in a sector where the work genuinely matters, and we are at an inflection point in how we operate. This role has real scope to build something better and leave a visible mark on the business.If you have transformed an implementation function before and want to do it again somewhere the impact will be felt, we would like to hear from you.Benefits:27 days annual leaveOption to buy up to 5 extra days’ annual leaveLife insuranceOptional comprehensive private medical insuranceOptional EV scheme with Octopus to make electric cars more affordableSalary Extras: retail and gym discounts, plus Employee Assistance ProgrammeSummer hours for extra flexibility in warmer monthsBirthday day offPension scheme to support your long‑term financial futureAptem Neighbour Scheme to connect local remote colleaguesUp to two paid volunteering days each yearBiannual company social eventsVirtual coffee networking to build connections across the businessAbout AptemAptem are pioneers in developing technology solutions for the vocational training, further education and welfare to work sectors. Aptem's mission is to create innovations that unleash new levels of efficiency, productivity and personal growth – something that we have been achieving since 2009. Our commitment to quality has been recognised time and again by our customers, award wins, ISO 9001 and ISO 27001 accreditations, and Cyber Essentials Plus certification.
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