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.
Manage delivery scope commercially, ensuring scope changes and out-of-scope requests are appropriately assessed, communicated, and actioned within delegated authority, with escalation where required.
Collaborate closely with the Head of Business Operations to maintain services profitability.

The Projects Team and Solutions Engineering

The Projects Team and Solutions Engineering Team are well-supported, developing, and operationally effective.
The team operates with clarity on priorities, ownership, and ways of working.
Individual growth, wellbeing, and performance are actively managed with honesty and care.
Productive team rituals are implemented and run consistently.
The team has a clear escalation path and uses it without hesitation.
Functional metrics and progress reporting are delivered accurately and on time.
The team provides valuable product and client feedback to inform platform development and commercial strategy.

Role-Based Competencies

Delivery ownership

Hands-on experience leading delivery or a Professional Services function in a SaaS or technology environment.
Operationally close to execution.
Demonstrated ability to hold multiple concurrent projects with different risk profiles without losing grip on any.
Consistently drives closure: on decisions, on scope, on risks, on actions.

Client engagement and communication

Genuine and authentic communicator, builds trust without needing to perform it.
Comfortable managing difficult client conversations with composure and directness.
Strong written and verbal communication across technical and non-technical stakeholders.

People leadership

Genuinely invested in team growth, development, and wellbeing.
Creates psychological safety and stability within the team, especially under delivery pressure.
Honest and direct in performance conversations, doesn’t avoid hard conversations.
Knows when to push and when to protect capacity.

Operational adaptability

Comfortable with ambiguity, changing priorities, and building structure where none exists.
Pragmatic and solution-oriented, adjusts approach to what the situation requires.
Able to move between strategic thinking and hands-on execution without friction.
Thrives in fast-cycle, high-context environments without requiring defined playbooks.

Composure and emotional intelligence

Calm and steady under pressure, provides stability to team and clients during escalations.
Emotionally mature: manages own reactions, reads the room, and adapts communication style accordingly.
Does not let urgency translate into panic or poor decisions.
Models the tone and culture expected of the broader team.

AI use and legibility

At Root, we use AI to amplify human capability. You are expected to make effective use of AI to reduce low-value effort and create more time for the work that benefits most from human judgment, creativity, expertise, and relationships.

AI is not a substitute for critical thinking, ownership, or accountability. You are expected to apply sound judgment, verify outputs, and remain responsible for the quality of your work and decisions.

As Root builds an increasingly AI-legible organisation, everyone is expected to contribute through effective documentation, knowledge-sharing, and context management that make information easier for both people and AI to discover, understand, and use.

Qualifications

8+ years in a delivery leadership role within a SaaS or technology company.
Demonstrated experience managing professional services or implementation delivery in a B2B environment.
Recent, hands-on involvement in delivery execution, not solely oversight or governance.
Qualification in Engineering, including Industrial Engineering, or a related technical field.
Track record of managing client relationships through complex, multi-workstream implementations.
Experience managing or developing small teams of delivery and technical professionals.
Familiarity with time-tracking, utilisation management, and services profitability basics.
Bonus: Insurance or Insurtech experience and expertise.

Root Values

Lead by example: “Lean in, take charge, and always set a positive precedent.”

Exceed expectations: “Know your customer to delight your customer.”

Rally as one team: “Put aside egos and personal agendas to triumph as one.”

Own the mission: “Your job is not done until the job is done.”

Rise to the challenge: “Meaningful change requires meaningful effort and the courage to make bold moves.”

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