The Delivery Manager Lead (DML) combines direct delivery accountability with leadership responsibility across a subset of Delivery Managers. The role operates hands-on as a Delivery Manager for their own assigned customer accounts, while owning delivery assurance, commercial oversight, and capability uplift across their sub-portfolio.
This role exists to scale delivery leadership by extending leadership capacity across the portfolio, enabling consistent oversight, faster decision-making, and proactive management of delivery risks as the organisation grows.
Operating between the Portfolio Manager and Delivery Managers, the DML is responsible for ensuring delivery risks are identified early, trade-offs are surfaced and managed, and delivery standards are consistently upheld. The role owns the effectiveness and predictability of delivery practices across their subset of accounts, including timely intervention to address delivery risks and protect delivery outcomes.
Through a combination of direct leadership and coaching, the DML strengthens Delivery Manager capability and delivery discipline, enabling more consistent and commercially sound outcomes across the portfolio.
The role is responsible for the following outcomes:
- Delivery Manager capability is lifted across the sub-portfolio through coaching, challenge, and support, resulting in strengthened commercial judgement, improved delivery discipline, minimal escalations and more consistent customer leadership.
- Delivery performance across the sub-portfolio is predictable and commercially sound, with delivery margin protected, forecast reliability improved, and delivery outcomes aligned to committed revenue and delivery assumptions.
- Delivery governance and escalation integrity are maintained with risks, trade-offs, and constraints identified early, and escalated appropriately, and resolved with clear decision ownership, reducing delivery volatility.
- Delivery outcomes for assigned customer accounts are achieved, with delivery aligned to agreed scope, timelines, budget and commercial expectations, and supported by strong customer relationships and minimal delivery surprises.
- Comply with company policies and procedures on the handling of personal data, data confidentiality and information security.
The role requires the following skills and experience:
- Proven accountability for margin performance and commercial outcomes within a customer-facing technology consulting or services environment.
- Demonstrated consulting experience managing complex stakeholders, shaping delivery outcomes from commercial commitments, and influencing executive-level customers.
- Evidence of improving forecast accuracy and reducing delivery volatility across multiple accounts or programs.
- Experience leading, coaching, and uplifting Delivery Managers, with measurable improvement in delivery capability, performance, and accountability.
- Strong commercial judgement, including protecting scope, enforcing trade-offs, and intervening decisively in underperforming accounts.
- Experience providing delivery assurance across multiple accounts, including identifying risks early, challenging delivery approaches, and stepping into accounts where required to stabilise performance.
- Ability to operate at both account and multi-account level, balancing direct delivery ownership with leadership and delivery assurance responsibilities.
- Experience managing competing priorities across multiple accounts, making trade-offs to protect delivery outcomes and commercial performance.
