Implementation Manager

Role Overview

• You will be accountable for the full implementation lifecycle: onboarding planning, configuration, testing, troubleshooting, go-live, and post-launch quality checks—while maintaining scalability, consistency, and documentation quality across implementations.
• Lead client implementations end-to-end: kickoff, onboarding plan, configuration, testing, go-live and launch follow-up.
• Organise and run client working sessions (solution walkthroughs, testing sessions, progress updates) and keep stakeholders aligned on actions, timelines and dependencies.
• Track requests, risks and issues, and ensure follow-up with the right internal teams to keep delivery moving.
• Maintain clear project documentation (timelines, actions, outcomes) and ensure information is accurate, accessible, and aligned to documentation standards (clarity and traceability).
• Handle clients change requests by scoping impact, assessing feasibility with internal teams, and managing delivery via agreed change control and timelines.
• Coordinate integration requirements and validation with client IT and internal technical colleagues (APIs, data feeds, webhooks / data mapping) — no coding required.
• Support testing/UAT by setting up test steps, coordinating execution, documenting outcomes, and ensuring issues are logged and resolved before launch.
• Troubleshoot implementation challenges across configuration, data and operational flows, escalating internally when needed.
• Conduct final readiness checks and coordinate with relevant teams to confirm go-live readiness and minimise post-launch issues.
• Coordinate with Sales, Product, and Client Management to align implementation plans with internal timelines and product capabilities.
• Perform quality checks during and after launch, identify gaps, and drive improvements with relevant stakeholders.
• Capture lessons learned and suggest improvements to templates, documentation, and implementation steps to increase consistency and speed.
• Lead structured knowledge transfer by documenting key learnings and sharing implementation best practices within the team to support onboarding and continuous improvement.
• Share structured product/process feedback to support improvements in product quality and documentation.
• Take ownership of a portfolio of international implementations and deliver stable go-lives.
• Improve consistency of delivery through strong documentation standards, disciplined testing, and clear stakeholder follow-up.
• Reduce recurring issues by identifying root causes and feeding improvements back into the team.

Requirements

• 5+ years in complex B2B implementations / client onboarding / delivery roles with multiple stakeholders and moving parts (software and/or logistics/operations).
• Proven ability to manage multiple concurrent implementations, keeping timelines, actions, and dependencies under control.
• Comfortable coordinating technical topics such as APIs, webhooks, data feeds and data mapping and translating technical concepts for non-technical stakeholders (no coding required).
• Strong testing mindset: able to coordinate UAT, document outcomes, and drive issue resolution to readiness for launch.
• Strong organisation and follow-through; you take ownership and keep work moving with limited day-to-day oversight.
• Confident communicator in business English (written and spoken); able to explain complex flows clearly.
• Bachelor’s degree or equivalent experience.
• Exposure to warehouse operations, 3PL, WMS or supply chain environments (nice-to-have).
• Experience working with international clients across time zones (nice-to-have).

Benefits

• Hybrid working
• 8.33% holiday allowance (paid in May)
• 27 vacation days (full-time)
• Pension scheme and health insurance contribution
• Home office allowance
• Mental health support via OpenUp
• NS Business card or travel allowance (€0.23/km)
• Bike plan
• Healthy lunch provided