Delivery Lead

OFFICE: Perth, Australia

About Us:

We are almost 1000 people, based out of 14 offices, and we deliver work for sports and entertainment businesses of all shapes and sizes all over the world.

JOB DESCRIPTION

We’re looking for a motivated, collaborative, and communicative individual to join our Digital Products team as a Delivery Lead. If you’ve got experience as a delivery lead, account manager, project manager, or customer success lead, and love working with people, this could be the role for you!

As part of our Digital Products team, you’ll work closely with Product Leads, QAs, Technical Leads, Developers, and client representatives to deliver world-class services for major sporting clients. You’ll play a key role in:

• Client Engagement: Building and maintaining strong relationships with clients to foster trust and enable future opportunities.
• Project Delivery: Managing small projects and platform enhancements for clients, including websites, mobile apps, and digital marketing products.
• Support Services: Handling 1st line support, triaging issues, investigating and resolving incidents, and ensuring high-quality service within agreed SLAs.
• Team Collaboration: Working with internal teams to understand project contexts and deliver maximum value to clients.

• Collaborate with clients to plan maintenance, support activities, and project delivery.
• Proactively identify new opportunities to support clients’ business growth.
• Oversee quality assurance, release approvals, and client communications.
• Ensure seamless delivery of products powered by CMS, CRM, data warehouses, CDP, and other digital tools.
• Act as the bridge between clients and our engineering and product teams to address challenges effectively.

This is a unique opportunity to work with major sports organizations, contributing to projects that positively impact health and wellbeing. You’ll be part of a modern, highly engaged team in a dynamic and exciting industry.

This is a hybrid role based in Western Australia to collaborate closely with our Melbourne and London offices. We’d prefer you to spend two days a week in our Perth office.

Key Responsibilities:

• Lead the delivery of client projects and provide ongoing support activities ensuring high quality of services and client communications
• Lead regular client and internal meetings, develop comprehensive reports, plan future initiatives and regularly report on past progress to our clients.
• Monitor and triage tickets being raised in our support portal and provide 1st line support in collaboration with the engineering team.
• Be responsible for proactive communication and regular status updates to our clients
• Proactively engage with our client on a regular basis to ensure great relationships and trust are being built and to uncover new opportunities for future engagements with Two Circles
• Collaborate with the Two Circles team improve efficiency of our support process
• Perform user acceptance testing prior to release
• Review and manage project budgets and time spent to ensure profitable engagements.
• Be comfortable working with technical aspects of the project such as APIs, databases, mobile apps, etc.

• Lead the delivery of client projects and provide ongoing support activities ensuring high quality of services and client communications
• Lead regular client and internal meetings, develop comprehensive reports, plan future initiatives and regularly report on past progress to our clients.
• Monitor and triage tickets being raised in our support portal and provide 1st line support in collaboration with the engineering team.
• Be responsible for proactive communication and regular status updates to our clients
• Proactively engage with our client on a regular basis to ensure great relationships and trust are being built and to uncover new opportunities for future engagements with Two Circles
• Collaborate with the Two Circles team improve efficiency of our support process
• Perform user acceptance testing prior to release
• Review and mange project budgets and time spent to ensure profitable engagements.
• Be comfortable working with technical aspects of the project such as APIs, databases, mobile apps, etc.

• Minimum 1-2 years of experience working as a Delivery Lead, Customer Success Lead, Project/Account Manager or a similar role.
• Demonstrable experience working in a client-facing capacity.
• Proven track record of successfully managing and delivering multiple technology projects.
• Ability to foster and drive an open/transparent communication culture between Two Circles and clients.
• Demonstrated accountability and autonomous work ethic is necessary.
• Ability to navigate complicated support environments and the confidence to draw on that previous experience to delivery successfully for TwoCircles.
• Ability to foster a continuous improvement, high velocity mindset amongst the team.
• The confidence to make decisions without perfect information.
• High attention to detail and natural curiosity towards problem solving.

• Agency or consultancy experience will be valuable.
• Experience completing pre-sale activities and uncovering new opportunities.
• A keen interest in sport or the sports business and real interest in the positive effects we have on our client’s businesses.

Two Circles is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We value and want to have all types of candidates apply for roles at Two Circles. Therefore, we would love for you to fill out the Equality & Diversity Monitoring Form as part of your application. This form does not ask for your name or information that would make you personally identifiable.