Delivery Manager – Insurance Technology

Multi-Client Programs | Senior Stakeholder Leadership | Sydney CBD (Hybrid)

This is not a “keep-the-plan-updated” delivery role.

This is a client-facing Delivery Manager position for someone who thrives in complex environments—where multiple enterprise clients, sophisticated technology, and real commercial outcomes intersect. You’ll be trusted to lead parallel client programs, navigate ambiguity with confidence, and build enduring relationships based on credibility, judgement, and calm authority.

If you’re at your best when balancing structure and pragmatism, empathy and accountability, delivery rigour and commercial reality—read on.

The Opportunity

Due to strong client growth, a leading general insurance software vendor is expanding its Delivery function and is seeking an experienced Delivery Manager to own the successful execution of multiple concurrent platform implementations.

The software sits at the core of insurers’ policy and claims operations. Implementations are complex, highly configurable, and business-critical—meaning delivery success depends as much on emotional intelligence, trust, and decision-making as it does on project mechanics.

You’ll operate as a senior delivery partner to clients, while also leading internal delivery teams and contributing to the evolution of delivery practices as the organisation scales.

What Makes This Role Different

• Multi-client ownership – You’ll run several client programs concurrently, not a single in-house project.

• True consulting engagement – Clients look to you for judgement, challenge, and guidance—not just status updates.

• High EQ delivery – Success here is about how you lead conversations, not just how you manage plans.

• Delivery maturity – You’ll influence methodologies, risk management approaches, and delivery standards, not inherit them blindly.

• Commercial awareness – You’ll understand how delivery decisions impact scope, margin, relationships, and long-term opportunity.

Your Core Responsibilities

• Own end-to-end delivery of multiple client platform implementations, from mobilisation through to successful go-live.

• Build and sustain trusted senior client relationships, confidently navigating challenges, scope tension, and competing priorities.

• Lead delivery teams with clarity, empathy, and accountability—supporting wellbeing, performance, and professional growth.

• Balance hands-on delivery management with effective delegation, stepping in where judgement matters most.

• Proactively manage risk, issues, and change, escalating with maturity and commercial awareness.

• Identify organic follow-on opportunities through strong delivery outcomes and trusted client partnerships.

• Contribute to delivery practice evolution, including tooling, methodologies, and continuous improvement initiatives.

What We’re Looking For

Essential experience

• 5+ years’ experience delivering end-to-end software implementations in a client-facing vendor, consulting, or system integrator environment.

• Proven experience managing multiple concurrent client programs.

• Delivery experience across both Agile and Waterfall methodologies.

• Strong leadership capability with experience mentoring, supporting, and holding teams accountable.

• Exceptional stakeholder management, communication, and conflict-resolution skills—you stay composed when things get hard.

• High emotional intelligence, humility, and self-awareness—you lead without ego and listen as well as you direct.

Highly desirable

• Experience within general insurance (policy and/or claims).

• Formal delivery or project certifications (PMP, PRINCE2, PRINCE2 Agile, Scrum Master, or similar).

Why Join

• Complex, meaningful delivery work with enterprise clients who value expertise.

• Autonomy and trust—you’ll be hired for your judgement, not micromanaged.

• A grounded, professional culture that values humility, collaboration, and doing the right thing.

• Career development opportunities as the delivery function and client base continue to scale.

• Sydney CBD location with hybrid flexibility.

Role Brief – Managing Partner, Bound (Recruitment brief for The Onset – April 2025)

1. Why this role exists

Bound Interactive has pivoted—under Omnia Collective ownership—from a resource-augmentation studio to the AI-native CX transformation partner for Tier-2 Australian brands (A$500m–A$1.5b revenues). To hit our FY26 target of A$15 m revenue @ 20 % EBITDA, we need a proven CX consulting rainmaker who can sell ≥ A$3 m p.a. of multi-phase, multi-capability deals and coach others to do the same. The Managing Partner will lead revenue generation, shape the go-to-market, and embed a high-margin, seller-doer culture across Bound’s 50-person team and the wider Omnia network.

2. The five outcomes you must deliver

Outcome (12–24 months) How success is measured

1. Revenue: Close ≥ A$3 m net-new CX transformation projects, averaging ≥ A$250 k per deal.

Signed SOWs & CRM pipeline accuracy.

2. Pull-through: Drive ≥ 5 : 1 follow-on build revenue for Omnia (data, platforms, engineering).

% of CX projects that convert to implementation phases.

3. Margin: Maintain ≥ 50 % project gross margin on CX work; contribute to 35–40 % P&L margin.

Project financials & utilisation KPIs.

4. Capability lift: Hire / coach at least two Principal or Partner level sellers; upskill existing Partners in CX methods & enterprise selling.

Staff billable performance, internal NPS.

5. Market presence: Position Bound as a credible challenger to big-four digital consultancies; secure two speaking slots, one industry award, and targeted thought-leadership.

Brand metrics & inbound leads.

3. Key accountabilities

Domain Accountabilities

Sales leadership

Lead by example in origination and deal-closing; craft pursuit strategies; personally own a strategic account list; negotiate commercial terms that meet margin targets.

CX strategy & delivery

Serve as executive sponsor and subject-matter expert on CX visioning, journey re-design, service blueprinting, and AI-enabled insight programmes.

Go-to-market engine

Define end-to-end revenue playbook (marketing → qualification → proposal → delivery hand-off); embed disciplined CRM and bid governance.

Team building & coaching

Recruit, mentor and performance-manage Partners/Principals; instil seller-doer mindset; foster collaboration with Omnia’s data, platform and AI practices.

Commercial rigour

Forecast pipeline, oversee pricing, drive utilisation, and implement levers for continuous margin improvement.

Client advocacy Build C-suite relationships; act as trusted advisor; ensure delivery excellence and measurable value realisation to lock in annuity revenue.

4. What you bring

Must-have experience

• 15 + yrs in consulting / digital agencies, incl. 5 + yrs at Director/Partner in a recognised CX/Digital practice (e.g. Accenture Song, Deloitte Digital, Capgemini frog, Thoughtworks, EPAM).

• Demonstrated A$10 m + lifetime sales of CX/Service-design led transformation, with individual deals of A$1 m +.

• Built or scaled a consulting business / new brand in Australia—proved success without a mega-brand tail-wind.

• Hands-on expertise in journey mapping, service blueprinting, CX operating models, and AI-enabled VoC/VoE platforms (Qualtrics, Medallia, etc.).

• Track record hiring & mentoring senior consultants, driving utilisation and project profitability.

• Deep network of C-suite or SVP-level contacts across BFSI, energy, retail or other Tier-2 verticals.

Skills & mindset

• Commercial hunter mentality with strategic EQ—balances revenue urgency and long-term relationships.

• “T-shaped” leader: depth in CX strategy, breadth across data, platforms, engineering; fluent in selling + steering delivery.

• Storyteller and facilitator—makes AI + CX vision tangible to exec boards.

• Comfortable operating in a challenger brand: low ego, practical, willing to build playbooks hands-on.

• Champions diversity, experimentation, and measurable impact.

5. Compensation & benefits

Component Indicative range (AUD)

Fixed remuneration (base + super)

$260 k – $320 k

Sales incentive (uncapped)

10 %–15 % of GP on own deals, tiered accelerators beyond quota.

LTIP / equity $250k in Omnia ESOP at par value

Total cash OTE $400 k – $480 k+ (at A$3 m sales, 50 % margin)

Other Flexible/remote work, on-demand AI upskilling budget, wellness allowance, Omnia offsites.

6. Reporting & location

● Reports to: Omnia Chief Operating Officer

● Direct reports: Four Bound Partners, Business Ops Lead.

● Location: Sydney or Melbourne preferred; hybrid working encouraged; regular interstate travel.

7. Recruitment process

1. Intro call (Onset) – values & fit screener.

2. Panel interview (Bound + Omnia execs) – case study: crafting a A$2 m CX-to-implementation sales pursuit.

3. Business plan presentation – 90-day go-to-market strategy + revenue model.

4. Final culture conversation – meet wider Partner group.

5. Offer & reference checks.

8. How to express interest

Please contact The Onset with CV, major deal list, and a brief on your most impactful CX transformation engagement (incl. metrics delivered).

Bound is an equal-opportunity employer. We value creativity, evidence-based thinking, and teams who don’t take themselves too seriously while solving serious problems.

Prepared for The Onset by Bound Interactive – April 2025