General Manager of Customer Delivery

A growing Australian B2B SaaS company is looking for a General Manager of Delivery to lead its customer delivery function through its next stage of scale.

This is not a traditional Program Director or PMO leadership role. The business is looking for someone who can run Delivery as a business within the business, with ownership across operating rhythm, governance, leadership capability, delivery performance, commercial discipline and customer outcomes.

The company provides a highly configurable software platform to enterprise customers in a regulated market. Its delivery function sits at the centre of customer success, implementation quality, revenue protection and long-term platform adoption.

The business has reached a stage where it needs stronger leadership maturity, clearer accountability, scalable delivery systems and a more consistent operating model. You will be responsible for creating the structure, rhythm and discipline that allows delivery teams to scale without relying on constant senior intervention.

This role will suit a senior delivery, professional services or consulting leader who has operated as a true GM of a delivery function, not just someone who has led large programs.

What you will own

• Lead the Delivery function as a business unit, with responsibility for people, performance, operating rhythm, governance, customer outcomes and commercial discipline.
• Build and mature the delivery operating model so the function can scale through systems, leadership capability and repeatable ways of working.
• Establish clear governance, accountability mechanisms, decision forums, escalation pathways and delivery health reporting.
• Lead and develop delivery leaders, ensuring managers are empowered, accountable and capable of making decisions without constant escalation.
• Balance customer outcomes, commercial outcomes, delivery risk, team capacity and platform constraints.
• Improve predictability across delivery performance, including scope, timeframes, quality, margin, utilisation, forecasting and customer confidence.
• Partner closely with Product, Engineering, Sales, Customer Success and Finance to align delivery execution with broader business priorities.
• Create operating rhythms that improve visibility, prioritisation, resource planning and decision-making across the function.
• Raise standards across delivery leadership, customer communication, implementation discipline and commercial ownership.
• Act as a senior escalation point for complex customer, commercial or delivery issues, while building the capability underneath you so escalation dependency reduces over time.
• Help shape the broader business as a senior leader, contributing to strategy, operating maturity, commercial decisions and organisational performance.

What you will bring

• Experience leading a delivery, professional services, consulting or implementation function within a B2B SaaS, enterprise software, platform, consulting or technology-enabled business.
• Demonstrated general management capability across people leadership, operating model design, governance, commercial performance and customer outcomes.
• Experience running Delivery as a business unit, not only managing programs, portfolios or customer engagements.
• Strong commercial judgement across delivery margin, utilisation, capacity planning, forecasting, revenue protection, prioritisation and execution risk.
• Experience building leadership capability and leading through managers.
• Strong understanding of customer-facing implementation, professional services, platform delivery or complex enterprise software delivery.
• Ability to create clarity, accountability and operational calm in fast-moving, ambiguous or scaling environments.
• Experience establishing governance forums, performance rhythms, delivery metrics and decision-making mechanisms.
• Strong executive presence with the ability to communicate clearly, concisely and commercially.
• Ability to simplify complexity and help teams focus on the decisions and actions that matter.
• Comfort working closely with direct, highly engaged senior executives in a founder-led or high-growth environment.
• A balanced leadership style: commercially sharp, calm under pressure, energetic, pragmatic and able to raise standards without creating unnecessary noise.

This role may suit candidates with backgrounds such as

• General Manager, Delivery.
• Head of Delivery.
• GM Professional Services.
• Head of Professional Services.
• Director of Professional Services.
• Head of Customer Delivery.
• Director of Consulting Services.
• Head of Implementation.
• GM Implementation Services.
• COO or Head of Operations from a software, consulting or technology services environment.

This role is less likely to suit candidates whose experience is primarily internal IT delivery, infrastructure transformation, generic PMO leadership or large program delivery without ownership of the broader delivery function as a commercial business unit.

Why this role?

This is a senior leadership role with genuine influence across the business. You will inherit an established delivery function and be responsible for lifting its maturity, scalability, leadership capability and commercial performance.

The opportunity is to move beyond running delivery work and instead shape how a growing software business delivers, scales and operates.

Key selling points

Lead Delivery as a business unit, not just a portfolio.

Build leadership capability, governance and scalable operating rhythms.

Senior role shaping customer, commercial and delivery outcomes.

Keywords

GM Delivery, Head of Delivery, Professional Services, SaaS, Implementation, Consulting, Software Delivery