Implementation Manager

Job Summary:

This role is solely responsible for leading the end‑to‑end onboarding and implementation of new and existing customers, services, and solutions. The position manages the full transition from contract signing through operational go‑live, ensuring that processes, systems, and cross‑functional teams are fully prepared to deliver agreed service levels on time and within scope.

Qualification

1. Customer Implementation & Transition

• Lead end‑to‑end implementation of new logistics customers and services.
• Manage the full transition from sales handover to live operations.
• Develop detailed implementation plans, including scope, timelines, milestones, risks, and dependencies.
• Coordinate cross‑functional teams (Operations, Transport, Warehousing, IT, Finance).
• Facilitate customer kick‑off meetings, go‑live readiness reviews, and post‑go‑live stabilization activities.

2. Process & Solution Setup

• Define and document operational processes, SOPs, workflows, and RACI structures.
• Oversee system configuration, validation, and testing.
• Establish KPIs, SLAs, and operational reporting in alignment with contractual commitments.
• Ensure resource planning, capacity alignment, and network readiness for launch.

3. Risk & Issue Management

• Identify implementation risks and develop mitigation and contingency plans.
• Serve as the escalation point for all implementation‑phase issues.
• Lead root‑cause analysis and corrective action planning.
• Safeguard business continuity throughout transitions and migrations.

4. Stakeholder & Communication Management

• Act as the primary point of contact for customers during the implementation phase.
• Manage expectations for both internal and external stakeholders.
• Deliver regular status updates, progress reports, and executive summaries.
• Facilitate decision‑making and issue alignment across cross‑functional teams.

5. Governance, Quality & Compliance

• Capture lessons learned and embed improvements into standard processes.
• Support operational governance initiatives and ensure adherence to best practices.

Qualifications & Experience

• 3–5 years of experience in logistics, supply chain, implementation, or project management.
• Strong understanding of transport and/or contract logistics operations.
• Excellent project management and organizational skills.
• Strong analytical thinking with effective problem‑solving capability.
• Exceptional communication and presentation skills in English.
• Ability to manage multiple implementations in a fast‑paced, complex environment.
• Proficiency in Microsoft Office Suite and tender/pricing analysis tools.