Head of Customer Engagement and Delivery

Additional Information

Life at Bilue

Connection that counts
From monthly Anchor Days and team lunches to our annual offsite, we create intentional moments to connect, collaborate, and celebrate. These are not just fun perks. They are part of how we work and grow together.

Flexibility that works
We offer hybrid working, with a mix of days in the office and at home. This gives you the space to do your best work, while still creating time to connect and build strong relationships in person.

Strong internal communities
We actively foster internal communities across tech, design, delivery, AI and beyond, giving you plenty of chances to connect, share knowledge, and learn from your peers.

Opportunities to grow
We invest in your development with unlimited access to our learning library, partnership networks and certification pathways, plus support from our internal performance coach. Whether you want to deepen your technical skills or grow your leadership potential, we will back you.

Flat structure, real impact
At Bilue, everyone's voice matters. Our leadership team is hands-on and approachable, and we operate without unnecessary layers. We keep things open and transparent, and your ideas will be heard, no matter your title.

Bilue = Big + Blue Ocean. Are you ready to set sail? Apply now!

NB. This is a full-time position based in Sydney. To be considered, candidates must have unrestricted working rights in Australia.

This position description illustrates the scope and responsibilities of the role and is not intended to be an exhaustive list of duties. You will be expected to perform other related tasks as requested and as the role and the business develop.

We believe that having balanced teams is fundamental to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, or marital, or disability status.

Company Description

Bilue is a digital consultancy that designs and builds smart, user-friendly technology for some of Australia’s most well-known businesses. From mobile apps to beautifully designed web platforms and digital experiences, we create solutions that drive impact and deliver exceptional customer outcomes.

Our culture is people-first and purpose-driven. We’re a down-to-earth, values-led team with offices in Sydney and Melbourne, and a growing presence in Manila. We genuinely enjoy working together, whether we’re solving tough tech problems, brainstorming creative solutions, or grabbing a coffee between meetings. Curiosity is encouraged. Collaboration is second nature.

We value excellence, not ego, and back each other to do great work without micromanagement. With low politics and high trust, it’s a place where delivery people, designers, and engineers genuinely connect, and where everyone has a voice, space to grow, and a little fun along the way.

Job Description

The Head of Customer Engagement and 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 Customer Engagement and 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 trust
• Shaping pursuits with Sales, from proposal reviews and SOWs through to resource plans
• Partnering with Engineering on technical project management and keeping escalations low
• Building and mentoring a high performing delivery team
• Leading Bilue's AI enabled ways of delivering for our customers
• Owning margin, chargeability and bench utilisation with Finance
• Setting 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 services
• Developing and approving SOWs and resource plans so every engagement is feasible and commercially sound
• Growing existing customers through delivery excellence, renewals and the expansion opportunities delivery surfaces
• Driving continuous improvement across our Business Analysis, Project Management and QA practices
• Leading hiring decisions for the function and building a community of practice across our delivery specialists
• Contributing to the Senior Leadership Team and the health of the wider business

Qualifications

About you:

• A senior, customer facing delivery leader with at least 10+ years in technical engagements with enterprise clients
• Methodology agnostic, fluent across agile, traditional and hybrid delivery
• Commercially astute, comfortable with SOWs, estimates and margin
• Technology and AI literate, curious about shaping new ways of delivering software
• A strong communicator who builds trust with executives
• A strong analytical and problem solving mind, with a clear ability to identify and manage risk
• Experience in portfolio management, consulting or pre-sales is highly regarded
• Curious and hands on, with a genuine interest in how AI can help us deliver better for customers
• Bachelor's degree in business, IT, engineering or equivalent. PMI, PMP, Scrum or SAFe qualifications are viewed favourably