As a Technical Delivery Manager at Root Platform, you'll lead teams to ensure successful project implementations while maintaining strong client relationships. This role requires hands-on leadership and the ability to navigate complex challenges effectively.
Professional and results-driven, with a focus on quality and client engagement.
**Mission** ----------- **Your mission as Technical Delivery Manager at Root is to lead the successful delivery of client and insurance product implementations by building and leading high\-performing delivery teams that execute with speed, quality, and professionalism.** **This is a hands\-on leadership role with ownership of implementation outcomes and client relationships throughout the delivery lifecycle. You will actively support the teams, remove obstacles, and resolve complex challenges.** **You will report to the Head of Business Operations with the Projects Team Lead and the Solutions Engineering Team Lead reporting directly to you. While you are directly responsible for these two functions at Root, excellent delivery requires collaboration across the whole business and you will be required to lean on and include other parts of the business if and when required.** **Key Performance Indicators** ------------------------------ * **Client Satisfaction (CSAT) 90% (Directly measured for projects and key delivery interactions)** * **Project On\-Time Delivery Rate 80% of active projects on or ahead of agreed milestones** * **Speed to Launch 10% reduction in average time from kick\-off go\-live (YoY)** * **Project Budget Adherence 90% of projects delivered within approved scope budget** **Outcomes** ------------ ##### **Delivery execution** * **Projects are actively managed with clear ownership, realistic plans, consistent forward momentum, and clear, proactive, and regular communication with clients and internal stakeholders.** * **Client expectations are always managed, maintaining transparency around progress, dependencies, risks, and delivery timelines.** * **Established project and delivery management practices are consistently applied.** * **Scope, timeline, and budget risks are identified early and escalated to the Head of Business Operations with proposed solutions before these are surfaced and discussed with clients.** * **Implementations are delivered on\-time and in\-budget, with value realised for the client as quickly as possible.** * **Post\-launch transitions to Support are clean, documented, and handed over without knowledge loss.** * **Ensure clients receive appropriate training and are fully prepared for launch and product changes.** ##### **Client engagement** * **Clients experience a professional, calm, and competent delivery partner throughout the engagement.** * **Communication with clients is genuine and direct, not performative or over\-managed.** * **You are the point of stability during escalations: composed, solution\-oriented, and in control of the narrative.** ##### **Services revenue and accountability** * **Time\-tracking for all delivery services, irrespective of which part of the business they are provided by, is accurate, and submitted on time.** * **Own the production and timely submission of accurate invoicing and utilisation data to support revenue management, forecasting, and operational reporting.** *...
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