Delivery Manager

Enterprise SaaS | Customer & Commercial Ownership | Sydney CBD

Some delivery roles are about managing the plan.

This one is about owning the outcome - for the project, the customer and the commercial relationship.

We're partnering with a scaling Australian B2B SaaS business to find a Delivery Manager who can lead complex enterprise software implementations while becoming a trusted delivery partner to their customers.

This isn't a traditional Project Manager role.

Around 60-70% of your focus will be end-to-end delivery, but the role extends well beyond project plans, RAID logs and status reporting. You'll also own customer relationships, commercial outcomes and executive conversations - making the judgement calls required when scope, budget, timelines and customer expectations don't neatly align.

You'll be one of the key faces of the business to its enterprise customers, so how you communicate, influence and make decisions matters just as much as how you manage delivery.

What you'll own

You'll lead multiple customer implementations from initiation through go-live and transition, taking accountability for both delivery health and the broader customer engagement.

- Lead multiple complex enterprise software implementations across concurrent customers
- Become the primary delivery relationship for your customers, building credibility from operational teams through to executive sponsors
- Own project financial health, including budgets, forecasts, invoicing, commercial risk and delivery performance
- Translate contractual and commercial commitments into achievable delivery outcomes
- Contribute to Statements of Work, proposals, estimates and commercial discussions
- Identify when scope, timelines or assumptions have changed and lead the resulting customer conversations
- Manage and negotiate change, including articulating why additional time, funding or scope decisions may be required
- Make clear trade-off decisions across scope, cost, timelines, resources and customer outcomes
- Lead difficult customer conversations and expectation resets when delivery doesn't go to plan
- Manage risks, dependencies and competing priorities across cross-functional delivery teams
- Work closely with Product, Engineering, Sales and Leadership to resolve issues and maintain delivery momentum
- Support pre-sales through discovery, scoping, estimation and implementation planning
- Contribute to improving delivery governance,



frameworks and ways of working as the business continues to scale

Ultimately, you'll know what's happening across your engagements - operationally, commercially and with the customer - and take ownership when something needs to change.

What we're looking for

Your background will ideally come from a B2B SaaS company, enterprise software vendor, technology consultancy, Professional Services organisation or implementation partner, where you've personally owned external customer delivery.

You'll bring:

- A strong track record delivering complex enterprise software or SaaS implementations for external customers
- Experience managing multiple customer engagements or implementations concurrently
- Genuine commercial accountability - not simply reporting against a project budget
- Experience with areas such as SOWs, proposals, estimation, forecasting, Change Requests, commercial negotiations and project financial health
- The ability to understand the commercial implications of delivery decisions and confidently discuss them with customers
- Experience as a primary customer contact, owning relationships rather than operating solely behind an Account Manager or Engagement Lead
- Confidence working with senior and executive customer stakeholders
- Evidence of navigating difficult customer situations, escalations and commercial trade-offs
- Robust judgement when information is incomplete and there isn't an established process for every situation
- Experience working across Product, Engineering, Sales and delivery teams
- An ability to communicate complex situations clearly, directly and concisely
- A mindset of continuous improvement and an interest in helping build more scalable delivery practices

Insurance technology experience would be valuable, but it's not essential. Strong enterprise software implementation and commercial customer delivery experience is more important.

This probably isn't the right role if...

Your experience has primarily centred on internal transformation programs, PMO/governance, digital or website delivery, marketing/customer-experience initiatives,



or project coordination without direct external customer ownership.

Likewise, if your commercial experience has mainly involved tracking budgets and raising Change Requests prepared by others, this role may be broader than what you've done previously.

We're looking for someone who can explain not only what is happening on a project, but what it means commercially, what decision needs to be made, how they would take that conversation to the customer, and what they personally would do next.

The type of person who succeeds here

You're comfortable being accountable.

You don't hide behind methodology when a judgement call needs to be made.

You can walk into a Steering Committee and explain a complicated delivery situation simply: what's happened, why it matters, what the commercial impact is and what you recommend doing next.

When a customer challenges additional cost, you can have the conversation.

When scope changes, you understand the contractual and commercial implications.

When delivery moves off track, you surface it early rather than waiting for the next status meeting.

And when information is incomplete, you're comfortable making reasonable assumptions, explaining them clearly and moving the conversation towards a decision.

You're equally comfortable building relationships and holding people accountably - internally and externally.

Why this opportunity

The business is scaling, and Delivery is a critical part of that growth.

You'll join an environment where:

- Delivery capability is receiving genuine investment
- You'll own meaningful relationships with enterprise customers
- Your commercial and delivery judgement will be trusted
- You'll have visibility with senior customer and internal stakeholders
- You'll work across multiple complex SaaS implementations
- You'll have an opportunity to influence how delivery operates as the organisation matures
- Strong performance can create broader opportunities as the business continues to grow

Not every process is already defined - and that's intentional.

They're looking for people who can bring experience and structure without needing a mature operating environment around them to succeed.

If you're an enterprise software delivery professional who wants more than project coordination - and you're ready to own customers, commercials and delivery outcomes - we'd love to hear from you.

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📌 Delivery Manager (City of Sydney)
🏢 The Onset
📍 City of Sydney