Director of Implementation Services (Remote within North America)

We are seeking a dynamic and experienced Director of Implementation to lead and manage our entire implementation department.  The Director of Implementation Services is a senior leadership role responsible for delivering complex ERP implementations for healthcare organizations. This leader will oversee portfolio governance, strengthen implementation methodology, improve delivery predictability, and build the capabilities of the implementation team. 

Multiview’s go-to-market approach results in a high volume of complex implementations, requiring continued improvement in how we deploy our solutions to ensure consistent client outcomes. This role will assess the current delivery model and lead operational improvements that strengthen client outcomes while balancing internal priorities. 

The Director will standardize processes, introduce improved delivery practices, and reinforce accountability across the implementation lifecycle. Working closely with Product, Client Success, Support, and Sales leadership, this role will ensure implementation practices evolve alongside product capabilities and client expectations. 

Success in this role requires strong change leadership, the confidence to challenge existing approaches, and the operational discipline to implement improvements that scale across a complex delivery environment. 

WHAT WE ARE LOOKING FOR:

The successful candidate will be a highly motivated team player, who effectively engages with our clients and has extensive prior work experience leading a successful implementation services team. The Director of Implementation will be considered a senior leader of the team who can help us bring our strategic initiatives to fruition as it pertains to implementation service inquiries and overall support our clients.

If this sounds like you, read on!

The estimated pay range for this role is between $150,000 to 180,000 CAD. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

WHAT YOU WILL DO:

Portfolio Governance & Delivery Excellence 

Oversee a portfolio of concurrent healthcare ERP implementations. 

Establish and monitor implementation performance metrics including delivery timelines, project health indicators, capacity alignment, client outcomes and adoption milestones. 

Lead recovery strategies for at-risk implementations and ensure lessons learned are incorporated into future delivery practices. 

Drive on-time, on-budget delivery performance through disciplined execution while accelerating efficiency improvements for our team and our clients. 

Reduce variability across projects and increase implementation predictability. 

Implementation Methodology & Scale 

Assess the current implementation approach and introduce improvements that increase consistency, reduce delivery risk, accelerate time to value and strengthen client outcomes. 

Analyze delivery trends, project escalations, and post-go-live outcomes to identify systemic improvement opportunities.  

Establish clear client readiness standards and implementation prerequisites to reduce delays, improve data quality, and strengthen go-live outcomes. 

Introduce measurable delivery KPIs (cycle time, deployment velocity, risk indicators). 

Standardize documentation, change control, and escalation protocols. 

Healthcare ERP Transformation Leadership 

Lead complex ERP deployments within hospitals and healthcare systems. 

Partner with CFOs, finance leaders, and IT stakeholders to guide financial system modernization. 

Ensure integration alignment across EHR, payroll, materials management, and banking ecosystems. 

Incorporate regulatory and compliance considerations into implementation standards. 

Lead the adoption and integration of a modern technology stack to drive measurable operational improvements through strategic system deployment and process optimization.

Organizational Design & Capability Development 

Lead the selection, adoption and integration of a modern technology stack to drive measurable operational improvements through strategic system deployment and process optimization.

Design a scalable team structure to support growth. 

Embed a culture of continuous improvement within the implementation organization. 

Develop implementation managers and consultants through structured coaching and performance management. 

Establish skills matrices and training pathways. 

Build subject matter expertise and reduce single-threaded dependency risk. 

Adoption & Value Alignment 

Partner with Product, Sales, and Client Success to improve how implementations are scoped, prepared, and transitioned across the client lifecycle.

Define clear success criteria at go-live. 

Improve time-to-value and reduce post-go-live stabilization risk. 

Increase client satisfaction and long-term referenceability. 

Key Relationships:

Vice President, Client Success

Manager of Implementation

Implementation team

Multiview clients

Work Environment:

Work independently with minimal supervision

Extensive collaboration with team members and other departments

COMPETENCIES PORTFOLIO:

Client Service - This role influences 100% of clients who purchase Multiview Financial Software. Understanding how to derive expected outcomes and offer best practice recommendations to achieve those outcomes with Multiview is vital to this role

Leadership –Effectively coach, provide formal feedback, and guidance and work with various team members both internally and externally via strong communication skills. Develop and maintain a superior team of individuals who are driven by the genuine care of people

Teamwork – Collaborate with cross-functional teams to effectively address the needs of each team while always maintaining the client’s outcomes as the driver

Problem-Solving – Proactive in anticipating and resolving problems. Strong analytical and problem-solving skills

Organization – Ability to handle multiple activities simultaneously, effectively prioritize initiatives to meet deadlines and commitments, and achieve operational excellence

Initiative – Seek, own and complete tasks using own initiative; work independently with little supervision; have a strong bias to action

KNOWLEDGE, EXPERIENCE, AND SKILLS REQUIREMENTS:

8+ years of experience leading ERP or enterprise SaaS implementations. 

5+ years in a people leadership role managing implementation teams. 

Demonstrated experience delivering complex, multi-module implementations. 

Proven experience scaling delivery teams 

Strong operational discipline and data-driven mindset 

Strategic thinking with hands-on execution 

Executive-level communication skills 

Client-centric mindset 

Change management leadership 

Preferred Experience 

Experience with financial ERP systems (GL, AP, AR, budgeting, reporting, materials management). 

Familiarity with healthcare EHR integrations and healthcare regulatory environments. 

Experience building or scaling implementation methodologies in a growth-stage SaaS organization. 

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we are looking for, consider Applying.  We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.

APPLICATION INSTRUCTIONS:

Please submit your resume and letter of interest to [email protected] describing why you are a unique fit for this position.

Multiview is committed to providing an inclusive and accessible candidate experience. If you require accommodation during the recruitment and selection process, please let Human Resources know. We will work with you to meet your needs.

ACCESSIBILITY & DIVERSITY:

Multiview promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we are building a more effective organization that empowers our employees to be the best that they can be. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.

Multiview is an Equal Opportunity Employer, and we are committed to creating a barrier-free working environment for all. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Human Rights Code, Multiview will provide accommodation throughout the recruitment, selection and/or assessment process for applicants wit