Client Operations, B2B SaaS Location: London LI-Hybrid About Sedna Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade. As an implementation focused Delivery Manager Sedna’s suite of maritime solutions, we are seeking a SaaS experienced individual contributor to join our Customer Operations team in London. Role Overview The Implementation Manager owns the delivery of Sedna implementations across some of our most complex and exciting customer relationships. This is a role with real scope, ownership, and the opportunity to make a difference to how customers experience Sedna from day one. Our customers are shipping and logistics businesses. They are operationally focused, commercially driven, and often undertaking significant change when they adopt Sedna. The person in this role has the opportunity to earn trust quickly, build credibility in a critical industry, and deliver implementations that truly transform how customers work. This role suits someone who thrives on variety, enjoys the human side of change management as much as the technical side, and wants to be accountable for outcomes rather than just activities. Maritime or shipping experience is strongly preferred, because the ability to speak credibly to our customers about their world is an advantage in this role. Key Responsibilities Implementation Delivery Own the full implementation lifecycle for a concurrent portfolio of customer projects: kick-off, technical configuration, integration, testing, training, go-live, and hypercare. You will have the autonomy to make the decisions that keep projects moving and the support of a strong team behind you. Stakeholder Management Serve as the primary point of contact across the project for both internal and customer-side stakeholders, from business users through to C-suite. You will facilitate technical and functional discussions, build alignment across different groups, and communicate project status clearly and with confidence. Complex Account Ownership For accounts that need continuity and careful handling post-go-live, you will remain the accountable delivery contact. You will spot risk early and address it proactively, building the kind of relationships that make customers feel well looked after. On-Site Engagement Travel to customer sites internationally to contribute to training delivery with our Education team, and manage critical project milestones in person. On-site engagement is a meaningful part of this role and one of the most rewarding, with the opportunity to work directly with customer teams across global shipping hubs. Technical Troubleshooting Get hands-on with configuration, data mapping, and integration work where needed, supported by Solution Consulting and Engineering. The expectation is that you can lead the resolution process and keep customers informed throughout. Change Management Build and execute communication and stakeholder engagement plans that bring customers through the change journey with confidence. Training plans, adoption milestones, and early usage signals all sit within your remit, supported by our Education and Success teams. Process Improvement Bring what you learn in the field back into how the team operates. Insights from live implementations are some of the most valuable inputs we have, and this role is well placed to drive meaningful improvements. What Success Looks Like In the first 90 days You are running at least one enterprise implementation independently, have taken ownership of your customer portfolio, and have embedded well enough in the team to understand the product and where the process has room to improve. By end of year one You are managing a full concurrent portfolio with confidence. Customers you have worked with would describe the experience as organised, credible, and valuable. You have contributed at least one meaningful improvement to how the team delivers, and you have a clear sense of where you want to take your career from here. Directional KPIs Implementation project delivery against agreed timelines Customer satisfaction at go-live and hypercare exit Concurrent portfolio load and throughput Time-to-value across the customer base Post-go-live account health at point of handover to Customer Support and Success Qualifications Required Significant experience in a SaaS implementation, delivery, or technical project management role, managing multiple concurrent projects in a customer-facing environment Proven ability to manage complex stakeholders, including at executive level, through a structured change process Clear, direct communicator in writing and in person Self-directed and proactive, with a strong instinct for getting things done Strongly preferred Background in maritime, shipping, or logistics, either from working within the industry or from delivering software to maritime operators, charterers, or ship managers Familiarity with API integrations and data flow troubleshooting in a SaaS context Experience delivering on-site training and change management programmes Our values: Finally, culture is important to us, so we also look for candidates who share our values: Stay ahead, stay agile We don’t just adapt-we anticipate change and act with confidence. Curiosity, data, and customer insights help us stay ahead of the curve. We embrace challenges as opportunities and remain resilient under pressure. By staying open to new ideas and ways of working, we lead the future. Execute with focus We turn strategy into action, delivering measurable results that matter. Every initiative counts-discipline and ownership drive business impact. We make smart decisions with speed, balancing pace and precision. Clear priorities keep us focused on what moves the needle. Work together, win together Collaboration is our superpower-we succeed as one team, internally and with customers. We co-create solutions, seek feedback, and build the future of the OS together. Strong relationships are built on trust, respect, and shared goals. By aligning across teams and with customers, we unlock greater impact. Why Join Sedna? Be part of a dynamic team driving innovation in the maritime industry Join a culture of innovation and openness where your ideas can make a real impact Work with technology that's transforming the maritime industry Contribute to solutions that drive both profitability and sustainability in shipping The role reports to the Head of Delivery and is an integral part of our Customer Operations team in London. Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.