Implementation Manager - ROC

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

At the heart of our service offering are our people and our promise to deliver a No Better Experience. Together, efm Logistics and AFS Global provide leading logistics and supply chain solutions across Australia, New Zealand and international markets. As part of the FMH Group, we go beyond simply moving goods - we design, build, manage and deliver integrated, optimised supply chain solutions for our customers.

Due to continued growth, an exciting opportunity has come up within our Implementation team in NSW! We are looking for a customer-focused leader to join our team as Implementation Manager - ROC. The Implementation Manager - ROC will lead and support a team of Project Managers and Account Managers to deliver a consistent, high-quality onboarding and hypercare experience for new customers. The role will oversee the customer journey from handover from New Business through to go-live, hypercare and transition into ongoing Account Management.

As the Implementation Manager - ROC, your core duties will involve:

• Lead, coach and develop Project Managers and Account Managers to deliver strong customer and project outcomes.

• Lead the onboarding of new customers, ensuring implementation plans, milestones and go-live dates are achieved.
• Manage the implementation pipeline and collaborate with the General Manager - Implementation to prioritise resources and keep projects on track.
• Build strong relationships with key customer stakeholders and executive sponsors throughout onboarding and hypercare.

• Act as the escalation point for customer and project issues, removing blockers and ensuring timely resolution.

• Lead regular team stand-ups and reviews to track project milestones, risks and hypercare progress.

• Monitor project and team KPIs, including go-live timelines, customer satisfaction and hypercare outcomes.

• Ensure project plans, documentation, workflows and handover processes are accurate and consistent.

• Oversee the successful transition of new customers from Implementation and hypercare into Account Management.

• Partner with the New Business team during the sales-to-onboarding handover to ensure a smooth customer transition.

• Communicate project progress, risks and key issues to internal and external stakeholders.

• Drive continuous improvement initiatives that improve the onboarding experience, reduce rework and create consistency across implementations.

• Ensure compliance with policies, procedures, QMS/ISO requirements and agreed ways of working.

What we're looking for:

• 3+ years' experience in project management, account/implementation management or a similar customer-facing leadership role, including experience leading or supervising a team
• Experience within the transport, logistics or supply chain industry is highly regarded, though not essential
• A relevant tertiary qualification is desirable
• Strong proficiency in MS Excel for reporting, with broader experience across the MS Office suite
• Commercial acumen, with an understanding of how Sales, Finance, Billing, Business Analysis and Quality Control impact service delivery to clients
• Demonstrated ability to manage multiple projects and customers concurrently, with a strong attention to detail
• Proven stakeholder management skills, including engaging with senior stakeholders and resolving escalations to keep projects on track
• Experience in coaching and developing team members to deliver strong performance and customer outcomes

• Strong focus on regular and ongoing professional development training, enhancing skills and career progression

• A dynamic and empowering culture, where we challenge each other to do it better

• An opportunity to be part of an industry leader

• Competitive salary and bonus scheme

• Modern office space and technology

• Company functions and team building activities

• Partner with 2 charities, volunteering time to make a difference and contribute to the positive impact they are having both locally and internationally Applications close COB Monday 28th September 2026.