Head of Delivery

The Head Delivery leads how Bilue engages, delights and grows its customers through the delivery of outstanding work. The role owns the customer engagement and delivery function end to end - from the shape of a proposal, through delivery, to the health and growth of the relationship - and is accountable for the experience customers have of Bilue and the commercial outcomes that experience produces.This is a methodology-agnostic leader. They are open to and fluent in different styles of project and delivery management, and tool, platform and vendor choices, and match the approach to the customer and the work rather than to a fixed playbook. They are commercially minded and strategic in how they communicate with customers, and technology- and AI-literate enough to partner the Head of Engineering on technical project management, keep escalations to a minimum, and lead Bilue forward in the AI delivery space.As a member of Bilue's Senior Leadership Team (SLT), the Head of Delivery leads as part of the team first, ahead of their own function. The expectation is to show up as an engaged, accountable leader who owns the health of the whole business, not only their department.Day to day you'll be:Leading strategic, senior customer relationships and be the escalation point customers trustShaping pursuits with Sales, from proposal reviews and SOWs through to resource plansPartnering with Engineering on technical project management and keeping escalations lowBuilding and mentoring a high performing delivery teamLeading Bilue's AI enabled ways of delivering for our customersOwning margin, chargeability and bench utilisation with FinanceSetting the standard for strategic customer communication, framed around outcomes and value Defining a delivery governance framework that flexes across delivery styles Building Delivery Managers who create cross-functional teams from build through support, maintenance and managed servicesDeveloping and approving SOWs and resource plans so every engagement is feasible and commercially soundGrowing existing customers through delivery excellence, renewals and the expansion opportunities delivery surfacesDriving continuous improvement across our Business Analysis, Project Management and QA practicesLeading hiring decisions for the function and building a community of practice across our delivery specialistsContributing to the Senior Leadership Team and the health of the wider business