Head of Client Services & Delivery (Melbourne)

We're looking for a Head of Delivery to take ownership of how Arcadian delivers work. You'll lead our project management team, set the standard for client communication, and make sure every project that goes out the door reflects the quality and rigour our clients pay for. This is a senior role with real authority. You'll sit across our entire portfolio, work closely with our senior developer and the founder, and be accountable for delivery quality, client outcomes, and commercial discipline across the agency. You'll coach and uplift our PM team, run point on the harder accounts personally, and own the systems and standards that keep delivery on track. We're an established agency building bespoke web applications and AI integrations for clients across transport, logistics, mining, financial services, and manufacturing. The work is technically interesting and the stakes are real
- our clients run their businesses on what we build. We need someone who takes that seriously. What you'll own
- Quality of delivery across every active project. The buck stops with you on whether work is ready to go to a client.
- Standards for client communication. Setting the bar for proactive, clear, honest comms
- and making sure the team meets it consistently.
- Commercial discipline. Time logging, scope management, change orders, billing decisions, and margin protection. No surprises, no quiet write-offs.
- Leadership of the PM team. Coaching, performance management, hiring, and lifting the overall capability of the function.
- Process and systems. Project lifecycle, UAT, deployment, handover, warranty
- making sure we have a repeatable way of doing things and that people actually follow it.
- Direct delivery on our most complex or highest-stakes accounts. Must haves
- 8+ years in digital delivery, with at least 3 years leading a PM team in an agency or product environment.
- Genuinely high attention to detail. You notice the things that other people miss, and you don't let them through.
- Strong commercial instincts. You know when to absorb hours and when to upscale, when to hold scope and when to flex, and you can have those conversations directly with clients.
- A track record of running delivery for technical web application projects
- not just marketing websites. Comfort with APIs, SaaS integrations, AI, cloud infrastructure (AWS or Azure), and modern dev frameworks.
- Exceptional written and verbal communication. Clients should finish a call with you feeling more confident, not less.
- The ability to hold people accountable without breaking the relationship. Our team is talented and we want to keep them
- but standards need to lift.
- Comfort with Agile delivery, sprint planning, and translating client requirements into transparent, dev-ready artefacts. What's on offer
- Real authority and ownership. This isn't a role where you're constantly seeking permission
- you're expected to set the standard and run the function.
- A senior seat in the business, working directly with the founder on strategy and growth.
- A talented team of developers, designers, BAs and PMs who care about the work.
- A genuinely interesting client portfolio
- bespoke applications, AI integrations, and long-running product work across industries that matter.
- Modern Collins Street office, flexible working arrangements. Our culture We're builders. We care about doing great work for clients who rely on us, and we hold each other to a high bar. We're direct with each other, we don't let problems fester, and we back each other up. If you want a quiet life in delivery, this isn't it. If you want to take a delivery function from good to genuinely excellent and have the authority to actually do it, we'd love to hear from you. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ro0ri