Head of Implementation in Birmingham

Location: Hybrid (UK-based with occasional office visits)

Reporting to: Customer Experience Director

Company: Joblogic – #1 FSM Software Platform in the UK

The Joblogic Story Established in 1998, Joblogic is the UK's #1 Field Service Management (FSM) software platform. We are a global business with offices in the UK, Pakistan, and Vietnam. Since our management buy-out in 2013, we have grown from ~£500K ARR to ~£35M+ ARR and expanded our team from 11 to 500+ people. Recently, we secured a strategic growth investment from Vista Equity Partners — a global technology investor specialising in enterprise software. This investment includes over £100 million in new primary capital and will fuel our next phase of growth by accelerating our AI-first roadmap, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond.

Joblogic provides software to service contractors who install and maintain the built environment. Our platform helps businesses streamline operations, improve profitability, ensure compliance, and achieve rapid growth. With over 100,000 users across industries including HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, we are entering a new era of intelligent automation, predictive maintenance, and data-driven decision-making for service firms.

The Role The Head of Implementation is a strategic leadership role responsible for leading and evolving our customer training function. The core focus of this role is to design, scale and continuously optimise high-impact training programmes that accelerate product adoption, shorten time to value, and deliver measurable customer outcomes. You will lead a team of Implementation Consultants and Team Leaders, setting clear direction, high standards, and a culture of accountability, innovation and customer obsession. This role combines strategic thinking with hands-on execution and requires a leader who can embed structure, discipline, and continuous improvement in a fast-scaling SaaS environment.

Key Responsibilities

• Strategic Leadership & Vision
  • Define and execute a multi-year training strategy aligned to company growth and ARR targets.
  • Establish scalable, value-driven customer education playbooks that support both operational and strategic customer goals.
  • Position training as a core driver of customer value realisation, retention and expansion.
• Training Design & Delivery Excellence
  • Lead the design and delivery of structured, repeatable, and scalable training programmes.
  • Reduce time to competency and shorten time to value for new customers.
  • Optimise training lead times and scheduling efficiency.
  • Ensure consistently high-quality facilitation and consultancy standards across the team.
• Adoption & Value Realisation
  • Drive measurable improvements in product adoption rates, feature utilisation depth, customer health and retention.
  • Embed education-led value realisation into the customer journey.
  • Reduce avoidable support demand through improved enablement.
• Performance Management & KPIs
  • Own and report on critical training success metrics, including training completion rates, engagement levels, knowledge retention, time to competency, product adoption post-training, customer satisfaction, and reduction in support tickets linked to training effectiveness.
  • Translate data into actionable improvements and clear executive-level reporting.
• Leadership & Team Development
  • Directly line manage Team Leaders.
  • Build a high-performance culture aligned to Joblogic values: Respect, Obsession with Customers, Accountability, Rethink Tomorrow.
  • Coach and develop the team in product knowledge, industry/domain expertise, consultancy skills, training facilitation, and professional development.
  • Lead with emotional intelligence, resilience, and clarity.
  • Set and maintain high behavioural and performance standards.
• Cross-Functional Collaboration
  • Partner effectively with Onboarding, Customer Success, Product, Sales and other customer-facing teams to ensure seamless customer journeys.
  • Align training initiatives with evolving product strategy and market positioning.
  • Act as a senior voice within Customer Experience on adoption and enablement strategy.
• Change & Transformation Leadership
  • Embrace and embed change positively.
  • Lead with professionalism and solution-orientation.
  • Champion transformation and continuous improvement.
  • Model behaviours that support company alignment and forward momentum.
  • Build unity, clarity, and focus during periods of organisational evolution.

Experience & Skills Required

• Proven leadership experience in customer training, learning & development, education, or consultancy — ideally within a SaaS or technology environment.
• Proven experience building and scaling training or enablement functions.
• Strong commercial awareness and understanding of SaaS growth metrics (adoption, retention, expansion).
• Experience using data and metrics to drive continuous improvement.
• Excellent facilitation, presentation, and communication skills.
• Strong coaching and mentoring capability.
• Process-oriented mindset with a passion for operational excellence.
• Demonstrated ability to lead through change and deliver results in fast-growth environments.

Core Leadership Capabilities

• Strategic thinking with clear execution discipline.
• Compelling communication.
• Decision-making confidence.
• Delegation and empowerment.
• High accountability standards.
• Emotional intelligence.
• Resilience and adaptability.
• Ability to motivate and align teams around shared goals.

Success in This Role Looks Like

• Faster customer time-to-value.
• Measurable uplift in product adoption and feature utilisation.
• Consistently high CSAT/NPS for training.
• Reduced reactive support demand through proactive enablement.
• A highly engaged, high-performing training team.
• A culture that embraces change, innovation, and accountability.
• Clear linkage between training outcomes and retention/ARR growth.

Why Join Joblogic?

This is a high-impact leadership opportunity at a pivotal moment in our growth journey. You will shape how customers experience and realise value from our platform at scale — playing a direct role in our mission to reach £100M ARR globally.

What We Offer

• Holidays: 25 days of holiday plus bank holidays.
• Hybrid Working: Flexibility to work remotely with occasional office visits.
• Competitive Salary: A competitive salary based on experience and performance.
• Pension: Company pension scheme.
• Insurance: Death in service benefit.
• Culture: Team events, Christmas parties, an amazing office environment, and a fun, collaborative work culture.