Job Description

Join a growing Australian software vendor as it invests in the next stage of maturity across its professional services and implementation function.

n

The business has built a strong customer delivery capability, but the function has now reached a scale where it needs an experienced delivery leader who can improve how the team operates commercially, operationally and professionally.

n

This is not a hands‐on technical implementation role. You will not carry your own customer projects or be expected to personally configure the platform.

n

Your focus will be to lead, coach and improve a team of consultants working across complex software implementations, while helping the business mature its delivery rhythms, governance, utilisation, consistency and commercial performance.

n

The Role

n

You will manage a team working across customer-facing software implementation and qualified services delivery.

n

Your focus will be on helping the team perform commercially and operationally, while creating the structure, coaching, standards and accountability needed for the function to scale.

n

You will be responsible for:

n

n
- Leading and supporting a team of approximately 15 implementation, consulting or technical delivery specialists.
n
- Running regular one-to-ones, team check-ins, performance conversations and career development planning.
n
- Coaching experienced consultants through delivery challenges, customer issues, prioritisation and professional development.
n
- Creating visibility across team health, workload, capacity, capability gaps, delivery risks and customer escalation points.
n
- Supporting utilisation, forecasting, resource planning and operational performance across the team.
n
- Acting as a senior escalation point for complex customer, delivery and commercial issues.
n
- Improving delivery governance, reporting rhythms, operating cadence and repeatable ways of working.
n
- Building playbooks, onboarding material, delivery standards, documentation and knowledge-sharing practices.
n
- Working with Delivery, Product,



Engineering and senior leaders to remove blockers and improve customer outcomes.
n
- Identifying opportunities to improve efficiency, time to value, delivery quality and consultant effectiveness.
n
- Helping the implementation function continue to scale without losing delivery discipline, commercial focus or customer quality.
n

n

What They Are Looking For

n

n
- This role is first and foremost about capability leadership within a customer-facing delivery environment.
n
- The strongest candidates will have built, led or improved a consulting, implementation, professional services or customer delivery function within a software vendor, technology consultancy or systems implementation environment.
n

n

You will need to have:

n

n
- Current or recent experience leading consultants, implementation specialists, technical consultants, delivery teams or professional services teams.
n
- Experience managing a team of experienced customer-facing specialists, ideally around 10 to 20 people.
n
- A track record of improving delivery maturity, governance, playbooks, onboarding, reporting or repeatable ways of working.
n
- Strong commercial delivery awareness, including utilisation, forecasting, capacity planning, delivery performance, scope, risk or customer escalations.
n
- Experience operating in a customer-funded consulting, implementation or professional services environment.
n
- Strong coaching, performance management, career development and capability uplift experience.
n
- Confidence managing experienced specialists rather than junior customer service or onboarding teams.
n
- Strong judgement when balancing people, customer, operational and commercial priorities.
n
- The ability to address underperformance directly, fairly and constructively.
n




- Experience influencing Product, Engineering, Delivery, Sales, Customer Success or senior leadership when you do not directly own their work.
n
- Strong communication skills and the ability to provide clear, concise updates to senior leadership.
n
- Comfort working in a growing environment where responsibilities may evolve and not every problem has a perfectly defined owner.
n
- You do not need to be the most technical person in the room.
n
- However, you do need enough understanding of software implementation to be credible with consultants dealing with configuration, integrations, data, testing, customer requirements and go-live delivery.
n

n

The ideal background could include:

n

n
- Software vendor implementation leadership.
n
- Consulting management.
n
- Technology or digital transformation consulting.
n
- Customer delivery leadership within a product‐led technology business.
n
- Manager‐level consulting experience from a Big 4, systems integrator or specialist technology consultancy.
n

n

Why This Role Stands Out

n

n
- Lead a customer‐facing software implementation team.
n
- Own delivery maturity, governance and commercial rhythm.
n
- No personal delivery target or hands‐on configuration requirement.
n
- This is a newly created leadership role with genuine scope to shape how the implementation function operates.
n
- You will have the opportunity to improve delivery maturity, strengthen commercial discipline, build better operating rhythms and help a capable team perform at a higher level.
n
- You will work closely with senior leaders who are actively investing in the professional services and implementation function, and you will have visible impact on how the business scales.
n

n

Never miss out on job alerts or interview tips and tricks by following the White Bay LinkedIn page: https://www.linkedin.com/company/whitebay.

n

Keywords

n

Professional Services, Software Vendor, Implementation Manager, Consulting Manager, Delivery Manager, Utilisation, Governance

#J-18808-Ljbffr

📌 Professional Services Manager (New South Wales)
🏢 White Bay
📍 New South Wales