Job Description
Delivery Manager
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Enterprise SaaS | Customer & Commercial Ownership | Sydney CBD
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Some delivery roles are about managing the plan.
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This one is about owning the outcome - for the project, the customer and the commercial relationship.
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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.
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This isn't a traditional Project Manager role.
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Around *****% 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.
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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.
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What you'll own
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You'll lead multiple customer implementations from initiation through go-live and transition, taking accountability for both delivery health and the broader customer engagement.
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Lead multiple complex enterprise software implementations across concurrent customers
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Become the primary delivery relationship for your customers, building credibility from operational teams through to executive sponsors
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Own project financial health, including budgets, forecasts, invoicing, commercial risk and delivery performance
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Translate contractual and commercial commitments into achievable delivery outcomes
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Contribute to Statements of Work, proposals, estimates and commercial discussions
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Identify when scope, timelines or assumptions have changed and lead the resulting customer conversations
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Manage and negotiate change, including articulating why additional time, funding or scope decisions may be required
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Make transparent trade-off decisions across scope, cost, timelines, resources and customer outcomes
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Lead difficult customer conversations and expectation resets when delivery doesn't go to plan
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Manage risks, dependencies and competing priorities across cross-functional delivery teams
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Work closely with Product, Engineering, Sales and Leadership to resolve issues and maintain delivery momentum
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Support pre-sales through discovery, scoping, estimation and implementation planning
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Contribute to improving delivery governance,



frameworks and ways of working as the business continues to scale
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Ultimately, you'll know what's happening across your engagements - operationally, commercially and with the customer - and take ownership when something needs to change.
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What we're looking for
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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.
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You'll bring:
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A strong track record delivering complex enterprise software or SaaS implementations for external customers
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Experience managing multiple customer engagements or implementations concurrently
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Genuine commercial accountability - not simply reporting against a project budget
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Experience with areas such as SOWs, proposals, estimation, forecasting, Change Requests, commercial negotiations and project financial health
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The ability to understand the commercial implications of delivery decisions and confidently discuss them with customers
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Experience as a primary customer contact, owning relationships rather than operating solely behind an Account Manager or Engagement Lead
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Confidence working with senior and executive customer stakeholders
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Evidence of navigating difficult customer situations, escalations and commercial trade-offs
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Strong judgement when information is incomplete and there isn't an established process for every situation
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Experience working across Product, Engineering, Sales and delivery teams
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An ability to communicate complex situations clearly, directly and concisely
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A mindset of continuous improvement and an interest in helping build more scalable delivery practices
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Insurance technology experience would be valuable, but it's not essential. Strong enterprise software implementation and commercial customer delivery experience is more important.
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This probably isn't the right role if...
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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.
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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.
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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.
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The type of person who succeeds here
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You're comfortable being accountable.
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You don't hide behind methodology when a judgement call needs to be made.
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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.
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When a customer challenges additional cost, you can have the conversation.
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When scope changes, you understand the contractual and commercial implications.
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When delivery moves off track, you surface it early rather than waiting for the next status meeting.
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And when information is incomplete, you're comfortable making reasonable assumptions, explaining them clearly and moving the conversation towards a decision.
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You're equally comfortable building relationships and holding people accountably - internally and externally.
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Why this opportunity
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The business is scaling, and Delivery is a critical part of that growth.
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You'll join an environment where:
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Delivery capability is receiving genuine investment
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You'll own meaningful relationships with enterprise customers
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Your commercial and delivery judgement will be trusted
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You'll have visibility with senior customer and internal stakeholders
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You'll work across multiple complex SaaS implementations
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You'll have an opportunity to influence how delivery operates as the organisation matures
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Strong performance can create broader opportunities as the business continues to grow
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Not every process is already defined - and that's intentional.
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They're looking for people who can bring experience and structure without needing a mature operating environment around them to succeed.
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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.
#J-*****-Ljbffr

📌 Delivery Manager (New South Wales)
🏢 The Onset
📍 New South Wales