Zendesk Implementation Manager

Zendesk Implementation Manager We are looking for an experienced Zendesk Implementation Manager to lead the implementation and rollout of Zendesk across a growing organisation. This role will take ownership of the implementation from initial discovery and requirements gathering through configuration, integration, data migration, testing, go-live and adoption. The successful candidate will have previously been involved in implementing Zendesk into a business, ideally taking responsibility for both the project delivery and hands-on configuration of the platform. You will work closely with operational, technology and customer-facing teams to understand existing processes, design the future Zendesk environment and ensure the platform is successfully embedded across the organisation. Key Responsibilities

• Lead the end-to-end implementation and rollout of Zendesk across the business.
• Run discovery workshops to understand existing processes, challenges and requirements.
• Translate business requirements into an effective Zendesk configuration and operating model.
• Configure Zendesk, including workflows, triggers, automations, SLAs, routing, roles, permissions, forms and reporting.
• Manage integrations between Zendesk and other business systems.
• Plan and coordinate the migration of data from existing platforms and processes.
• Lead testing and UAT, ensuring the platform is ready for go-live.
• Manage implementation timelines, risks, dependencies and stakeholder communication.
• Coordinate internal teams and any third-party implementation partners.
• Develop training materials and deliver training to users, administrators and team leads.
• Support go-live and post-launch stabilisation.
• Establish appropriate governance, administration and change control processes.
• Monitor adoption and identify opportunities to improve and optimise the platform following implementation. Essential Skills & Experience
• Previous experience implementing Zendesk within an organisation, rather than solely using Zendesk as an end user.
• Strong hands-on Zendesk administration and configuration experience.
• Experience configuring workflows, triggers, automations, SLAs, routing, roles and reporting.
• Proven experience delivering SaaS, CRM, service management or customer service technology implementations.
• Strong project or implementation management experience, taking projects from discovery through to go-live.
• Experience gathering requirements and running workshops with business stakeholders.
• Understanding of system integrations, APIs, webhooks or middleware.
• Experience with data migration, testing and UAT.
• Strong stakeholder management skills with the ability to communicate effectively with both technical and non-technical teams.
• Experience supporting training, change and user adoption.