Impactful Implementation Leader - Onboarding & Hypercare

efm; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Bonus scheme

Modern office space

Team building activities

Charity volunteering

Job summary

efm Logistics NSW is seeking an Implementation Manager - ROC to lead a team of project and account managers and drive a smooth onboarding and hypercare experience for new customers.

You will oversee handover from New Business through go-live, hypercare and transition into ongoing Account Management, while tracking milestones, risks and KPIs. This role offers a competitive salary with bonus, modern offices and an inclusive culture that supports development and customer outcomes.

Qualifications

• 3+ years in project/implementation management or a similar customer-facing leadership role.
• Experience leading or supervising a team.
• Experience in transport, logistics or supply chain is advantageous.
• Strong proficiency in MS Excel for reporting.
• Commercial acumen and understanding of how Sales, Finance, Billing, Business Analysis and Quality Control impact service delivery.

Responsibilities

• Lead, coach and develop Project Managers and Account Managers to deliver strong customer and project outcomes.
• Onboard new customers with implementation plans, milestones and go-live dates.
• Manage the implementation pipeline and prioritise resources with the General Manager - Implementation.
• Build relationships with key customer stakeholders and executive sponsors during onboarding and hypercare.
• Act as escalation point for issues and ensure timely resolution.
• Lead regular stand-ups and reviews to track milestones, risks and hypercare progress.
• Monitor KPIs like go-live timelines and customer satisfaction.
• Ensure project plans, documentation and handover processes are accurate.
• Oversee transition from Implementation/hypercare into Account Management.
• Collaborate with New Business for a smooth sales-to-onboarding handover.
• Communicate progress, risks and issues to stakeholders.
• Drive continuous improvement to reduce rework and ensure consistency with ISO/QMS.

Skills

Leadership

Team management

Project management

Stakeholder management

MS Excel

Multi-project handling

Education

Relevant tertiary qualification

Tools

MS Office

Job description

efm Logistics NSW is seeking an Implementation Manager - ROC to lead a team of project and account managers and drive a smooth onboarding and hypercare experience for new customers.

You will oversee handover from New Business through go-live, hypercare and transition into ongoing Account Management, while tracking milestones, risks and KPIs. This role offers a competitive salary with bonus, modern offices and an inclusive culture that supports development and customer outcomes.