Delivery Manager

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Careers Delivery Manager Location: Sydney, Australia About the role

The Delivery Manager is accountable for delivering successful customer outcomes across a defined portfolio of customer accounts, ensuring delivery commitments are achieved in a commercially disciplined, predictable, and customer-focused way. Reporting to the Delivery Manager Lead, the role owns day-to-day customer delivery execution across implementations, enhancements, and ongoing delivery activity on the Entsia platform. The role is responsible for translating commercial commitments into delivery reality, proactively identifying and managing delivery risk, driving clear delivery trade-offs, and ensuring customers experience clarity, accountability, and reliable follow-through across all delivery activity.

Outcomes

The role is responsible for the following outcomes:

• Customer delivery outcomes are achieved across allocated accounts through predictable execution, effective management of delivery risk and trade-offs, and clear customer engagement.
• Delivery performance across customer accounts is commercially sustainable and supports consistent revenue, margin, forecasting, and utilisation outcomes.
• Delivery commitments, priorities, and dependencies are effectively managed to support reliable execution and customer outcomes.
• Delivery capability and ways of working continue to strengthen through operational improvement, scalable delivery practices, and active contribution to delivery standards and implementation maturity.
• Comply with company policies and procedures on the handling of personal data, data confidentiality and information security.

Skills and Experience

The role requires the following skills and experience:

• Proven experience managing customer delivery within a SaaS, platform, or technology-enabled services environment.
• Demonstrated experience delivering complex technology implementations involving multiple stakeholders, competing priorities, and commercial delivery accountability.
• Strong commercial acumen, including experience managing delivery budgets, forecasting, margin performance, prioritisation, and delivery risk.
• Ability to manage customer relationships effectively, including stakeholder engagement, expectation management, escalation handling, and commercial conversations.
• Demonstrated ability to translate commercial commitments into practical delivery execution while managing scope, timing, capacity, and delivery trade-offs effectively.
• Strong operational leadership capability, with the ability to drive delivery execution, coordinate cross-functional teams, and maintain reliable follow-through across multiple concurrent customer initiatives.
• Demonstrated ability to identify and surface delivery risk early, make sound operational decisions under pressure, and upscale effectively where required.
• Ability to operate effectively in fast-moving, commercially accountable, and ambiguous delivery environments with high levels of customer and stakeholder engagement.
• Resilient and commercially grounded operator who is comfortable handling difficult conversations, challenging assumptions, and maintaining clarity under pressure.
• Ability to contribute to the improvement of delivery practices, implementation approaches, and operational ways of working.
• Strong written and verbal communication skills, including customer reporting, workshop facilitation, and delivery planning.
• Insurance industry experience highly desirable.