Solution Delivery Specialist

Life Data Lab (LDL)
, based in
New York, NY
, develops, sells, implements, and supports medical software solutions, with a primary focus on
Laboratory Information Systems (LIS)
and related workflow platforms.

We are looking for an
Implementation & Support Manager
to lead customer implementations and coordinate the transition into stable production support for medical and research laboratories across the United States.

The ideal candidate combines project management, technical coordination, customer communication, and an understanding of laboratory workflows to ensure successful software deployments.

ResponsibilitiesImplementation Planning & Project Delivery

• Lead customer implementation projects from internal handoff through go-live and transition to support.

• Review project scope, timelines, assumptions, risks, and customer expectations.

• Develop and maintain implementation plans, milestones, dependencies, risks, and action items.

• Coordinate work across customers, internal engineering teams, laboratory specialists, product teams, and vendors.

• Facilitate project meetings, document decisions, and provide clear status updates.

• Identify and escalate delivery risks, delays, scope changes, and resource constraints.

Technical Discovery & Coordination

• Lead technical discovery covering infrastructure, interfaces, analyzers, integrations, security, and operational workflows.

• Translate customer workflows into configuration, integration, or development tasks.

• Coordinate environment readiness, system access, integrations, and technical validation.

• Perform initial issue triage and involve the appropriate technical specialists.

• Maintain clear technical documentation throughout the implementation.

Customer Readiness, Testing & Training

• Ensure customer project owners, technical contacts, and super-users are identified.

• Coordinate workflow validation, UAT, defect tracking, retesting, and sign-off.

• Organize training plans, role-based training, documentation, and readiness checks.

• Track customer actions, decisions, and readiness throughout the project.

Go-Live & Transition to Support

• Develop and coordinate cutover and go-live plans.

• Coordinate hypercare and distinguish between production issues, training needs, configuration requests, and product enhancements.

• Ensure structured handover into ongoing support.

• Conduct implementation retrospectives and improve delivery processes and documentation.

Scope & Service Management

• Identify work outside project scope and assess delivery impact.

• Document timeline, resource, technical, and cost implications of requested changes.

• Improve implementation and support processes, escalation paths, and service quality.

• Collect customer feedback and improve implementation practices.

• Track implementation effort to improve future planning and estimates.

RequirementsRequired Qualifications

• Experience leading software implementation projects in healthcare, laboratory, diagnostics, or other complex B2B environments.

• Strong project management skills, including planning, risk management, stakeholder communication, and change control.

• Technical understanding of APIs, databases, integrations, infrastructure, security, and software environments.

• Ability to translate customer workflows into technical requirements.

• Experience coordinating configuration, testing, UAT, go-live, hypercare, and production support.

• Strong troubleshooting and issue triage skills.

• Excellent stakeholder management and customer communication skills.

• Strong documentation skills.

• English proficiency at
C1
level or higher.

Preferred Qualifications

• Degree in IT, Engineering, Healthcare, Life Sciences, or a related field.

• Experience with Laboratory Information Systems (LIS) or medical software.

• Knowledge of healthcare interoperability and data integration.

• Experience with analyzers, EMR/EHR integrations, billing interfaces, or laboratory devices.

• Experience working with distributed engineering teams.

• Experience developing implementation playbooks, templates, and support processes.

• Background in technical support or customer success.

• Russian language skills are a strong plus.

Personal Attributes

• Systematic and organized approach to problem solving.

• Ownership mindset with strong execution skills.

• Practical, hands-on, and proactive.

• Analytical thinking and attention to detail.

• Excellent interpersonal and communication skills.

• Calm under pressure and customer-focused.

• Fast learner with the ability to understand new products and laboratory workflows quickly.