Delivery Lead

ROLE: Delivery Lead

OFFICE: Melbourne, Australia

About Us:

Two Circles is a global sports agency. We drive growth for sports properties by delivering deeper connections with fans, through the intelligent use of data and technology.  

We work with some of the world’s biggest sports organisations – including the NFL, Premier League, Formula 1, AFL, Wimbledon and UEFA – and have been named Sport Industry Agency of the Year on more than four occasions. 

We have a team of over 950 Two Circlers working from 14 cities across APAC, North America, and EMEA, serving our expanding international client base.

Data is at the centre of our approach - helping clients to get a better understanding of their customers and deliver insights that influence top-level decision-making. From there, we develop digital products and integrate data and technology solutions that grow audiences and revenue across ticketing, participation, sponsorship and media. 

JOB DESCRIPTION 

We are looking for a great communicator and collaborator with experience working as a delivery lead / account manager / project manager / customer success lead (or a similar role) to deliver world-class services for our sporting clients.

You will be client facing and work within our Digital Products team interfacing regularly with our Product Leads, QAs, Technical Leads, Developers and clients’ representatives across multiple projects.

Reporting to the Head of Delivery, you will play a crucial role in delivering support services to our major sporting clients and ensuring great relationships and trust are built to enable future engagements.You will also be leading small projects and platform enhancements work for our clients as well as proactively engaging with client’s representatives to uncover new opportunities and ways Two Circles can support them in growing their business.

The projects and types of products we deliver for our clients is varied.We commonly deliver websites, mobile applications and digital marketing products supported by underlying technology including CMS, CRM, Data Warehouses, CDP, identity tools and a range of digital marketing tools.

Day-to-day, you will work with Product Managers and our development teams to understand the context of each project and the unique needs of our clients. Then you will use your experience and soft skills to regularly and proactively engage with the client representative to build relationships, plan maintenance and support activities, manage ongoing projects delivery, uncover new opportunities, win and plan future projects while ensuring and demonstrating them the value being delivered by Two Circles team. You will also be responsible for the 1st line support including

initial triage, prompt investigation and resolution of the support incidents according to the SLAs as well as quality assurance, release approval and all relevant client’s communications.

This is a unique opportunity to work with major sports doing work that will have a positive impact on the health and wellbeing of people in an exciting, modern and highly engaged team.

You will be successful in this role if you are organised and thrive in environments where you can bring clarity to uncertainty. You need to be comfortable talking to client stakeholders on various levels to deeply understand their unique challenges as well as key people in our engineering and product team to find the optimal path to resolution while focusing on delivering maximum value to our clients.

This is a Hybrid role preferably located in Western Australia time zone to work closely with our Melbourne Office and our Head office in the UK (London) with two days per week spent in our Perth office preferred.

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 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.

Skills: 

• A minimum of 5+ years' experience in full stack software development. 

• Proficient with core back-end engineering technology and has experience with across the complete technical stack, including back-end, front-end, infrastructure, operations and security. 

• Experienced in the development of service oriented and API centric architectures, with knowledge of REST, RPC, HTTP and similar protocols used in modern architectures. 

• Experience and alignment to the broader Microsoft technology stack including dotnet, Azure, C#, MSSQL, etc. 

• Proficient across SDLC including testing (unit/integration), design patterns (OOP, DDD among others) and release management (CI/CD). 

• Experience with database technologies such as relational databases (MSSQL), NoSQL (CosmosDB, Mongo), and caching technologies such as Redis. 

• Experience with front end frameworks such as React, JQuery, Vue, etc. 

• Has experience across the wider DevOps responsibilities such as monitoring (with tools like Grafana, Azure App Insights, Datadog), security, CI/CD, networking, and broad infrastructure management. 

• Excellent communication and collaboration skills, with the ability to work effectively in cross-functional teams. 

• Experience with cloud computing platforms and services, such as Azure, GCP and AWS is a strong advantage. 

• Experience working with clear timeframes and can manage complex technical tasks while also maintaining high quality output. 

• A passion for technology, strong problem-solving skills with a flair for finding innovative solutions. 

• Ability to work in a fast-paced and agile environment. 

• A keen interest in sport or the sports business and real interest in the positive effects we have on our client’s businesses.

Requirements

● 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.

Desirable

● 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.