Head of Delivery & Professional Services - SaaS

A growing and highly successful, Australian B2B SaaS company is looking for a senior Head of Delivery & Professional Services to lead its customer-facing delivery function through its next stage of scale. The company provides a highly configurable software platform to enterprise customers in a regulated market. Its delivery function is central to customer implementation, professional services performance, revenue protection, platform adoption and long-term customer success.

About the Role

This is effectively a General Manager role for the customer delivery and professional services function. The business is looking for someone who has built, run or scaled a SaaS delivery business, not just someone who has managed large programs, portfolios, PMOs or internal technology transformation.

Responsibilities

• You will be responsible for leading the delivery function as a commercial and operational business unit, with ownership across implementation delivery, professional services performance, utilisation, delivery margin, forecasting, governance, leadership capability and customer outcomes.
• You will lead the customer delivery and professional services function across a complex enterprise SaaS platform environment.
• The function includes delivery leaders, delivery managers, professional services leaders and implementation consultants responsible for configuring and implementing a highly specialised platform for external enterprise customers.
• The business has strong customer demand and a growing delivery function. The next stage requires stronger operating rhythm, clearer accountability, improved delivery governance, better utilisation discipline, more predictable implementation outcomes and a scalable delivery model that does not rely on constant senior intervention.
• You will work closely with Product, Engineering, Sales, Customer Success and Finance to align customer delivery with commercial goals, platform capability, resource capacity and long-term customer value.

What you will own

• Lead the customer-facing delivery and professional services function as a commercial business unit.
• Own delivery performance across implementation quality, customer outcomes, scope, timeframes, utilisation, margin and forecasting.
• Build and mature the delivery operating model, including governance, cadence, reporting, decision rights and escalation pathways.
• Lead, coach and develop delivery leaders, delivery managers, professional services leaders and implementation teams.
• Improve utilisation management, capacity planning, delivery forecasting and resource allocation across the function.
• Strengthen delivery margin and commercial discipline across implementation work.
• Establish clear delivery health reporting, including risks, dependencies, customer escalations, scope movement, burn, margin and delivery confidence.
• Act as the senior escalation point for complex customer delivery issues while reducing escalation dependency over time.
• Partner with Product and Engineering to manage platform constraints, product gaps, technical dependencies and roadmap trade-offs.
• Partner with Sales and Customer Success to improve handover, scoping, customer expectations and post-implementation outcomes.
• Lift delivery standards across implementation discipline, customer communication, commercial ownership and leadership accountability.
• Help scale the function through systems, governance and leadership capability rather than personal intervention.

Qualifications

• Experience leading a customer-facing SaaS, enterprise software or software vendor delivery function.
• Experience leading Professional Services, Implementation, Customer Delivery or Consulting Services within a software business.
• Direct ownership of delivery P&L, services revenue, utilisation, delivery margin, forecasting, capacity or implementation profitability.
• Experience managing delivery leaders, implementation managers, delivery managers, project managers, consultants or technical implementation teams.
• Strong understanding of customer-facing SaaS implementation, platform configuration, enterprise software rollout or complex software delivery.
• Demonstrated experience building or scaling delivery governance, operating rhythms, delivery reporting and accountability mechanisms.
• Strong commercial judgement across scope, margin, customer expectations, utilisation, change control and execution risk.
• Experience working closely with Product, Engineering, Sales, Customer Success and Finance.
• Strong executive presence and the ability to communicate clearly, directly and concisely.
• Ability to simplify complexity, make decisions and create calm, accountable delivery environments.
• A leadership style that is commercially sharp, pragmatic, balanced and capable of raising standards without creating unnecessary noise.

This role will suit someone with a background such as:

• Head of Delivery.
• General Manager, Delivery.
• Head of Professional Services.
• Director of Professional Services.
• VP Professional Services.
• Head of Implementation.
• Director of Customer Delivery.
• GM Customer Delivery.
• Head of Consulting Services.
• Director of Implementation Services.

This role would not suit candidates whose experience is primarily:

• Internal IT delivery.
• Product Operations.
• PMO or EPMO leadership.
• Business transformation.
• Infrastructure or cloud transformation.
• Portfolio or program delivery without customer-facing SaaS delivery ownership.
• Technology consulting without ownership of utilisation, margin or implementation delivery.

Why this role?

This is a senior leadership opportunity in a growing Australian SaaS business with strong customer demand and a delivery function that plays a central role in commercial performance. You will inherit an established function and be responsible for lifting its maturity, scalability, leadership capability, delivery consistency and commercial discipline. The opportunity is to move beyond running delivery work and instead lead the delivery and professional services function as a business within the business.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.