Delivery Partnerships Director - Customer Office

Delivery Partnerships Director

Hybrid, UK

Description

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

Why you’ll love this role of Delivery Partnerships Director

This is a rare opportunity to build a critical capability from the ground up and shape how Civica scales the delivery of its products globally. Sitting within our Customer Office, you'll define and lead our delivery partnerships strategy, identifying where partner-led delivery can accelerate customer outcomes, expand capacity, and support growth across our markets.

You’ll work across Product, Engineering, Sales, Commercial, Legal, Finance and Delivery teams to design and embed the operating model, governance, processes, and controls needed to create a world-class delivery partnerships function. This role offers significant visibility and influence, giving you the opportunity to shape strategic decisions, establish best practices, and make a lasting impact on how Civica serves customers around the world.

If you enjoy creating structure from complexity, building relationships that drive business outcomes, and developing scalable operating models, this is an opportunity to leave your mark on a growing global organisation.

Key Responsibilities

• Define and build Civica’s delivery partnerships strategy, creating a scalable model for partner-led delivery

• Assess products, services, and markets to identify where delivery partnerships can create the greatest value
• Identify, assess, negotiate, and onboard delivery partners, ensuring strong commercial and operational foundations
• Design and implement governance frameworks, playbooks, processes, and controls to support partner delivery
• Establish reporting and performance measures to monitor delivery quality, customer outcomes, commercial performance, and risk
• Collaborate with Product, Engineering, Sales, Commercial, Legal, Finance, and Delivery teams to embed partnership models across the business
• Define partner enablement programmes, including training, documentation, knowledge transfer, and quality assurance standards
• Ensure partner delivery aligns with customer obligations, security requirements, contractual commitments, and internal governance standards
• Act as the subject matter expert for delivery partnerships, providing guidance and promoting best practice across Civica
• Continuously refine and improve the partnership model through performance insights, feedback, and operational learnings

• Proven experience building or scaling partner, supplier, or delivery partnership models

• Strong commercial acumen, including partner agreements, contracting principles, financial tracking, and performance management
• Experience identifying, evaluating, negotiating, and onboarding third-party delivery partners or service providers
• Strong stakeholder management skills with the ability to influence across complex, matrix organisations
• Experience designing governance frameworks, controls, and scalable operational processes
• Customer-focused approach with the ability to balance customer outcomes, commercial objectives, and risk management
• Strong analytical capabilities with experience using data, metrics, and reporting to drive decision-making
• Excellent communication skills with the ability to engage and influence senior stakeholders
• Ability to operate strategically while remaining hands-on and delivery-focused
• Experience working within software, SaaS, professional services, or technology-led organisations

Nice to have:

• Experience establishing delivery partnership capabilities from an early-stage or greenfield environment

• Knowledge of software implementation, SaaS delivery, and professional services operating models
• Experience with partner governance, supplier management, and commercial negotiations
• Exposure to multi-product or global software environments
• Experience driving operational transformation, continuous improvement, and organisational scaling

We Want You to Bring Your Whole Self to Work

There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why You'll Love Working with Us

As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.

We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:

Time Off & Work-Life Balance

25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!

Days of Difference – Up to 3 extra days off for volunteering.

Financial Well-being & Security

Pension Contributions – 5% employer match to support your future.

• Income Protection – Up to 75% salary cover for long-term illness.
• Life Assurance – 4x salary tax-free lump sum.
• Critical Illness Cover – £25,000 lump sum (extendable to dependents).

Health & Perks

Private Medical Insurance – Fast access to private healthcare.

• Health Cash Plan – Claim back physio, therapies & more.
• Dental Insurance – Cover for routine & emergency care.
• Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.
• Affinity Groups – Join employee-led communities.
• Bounty Bonus – Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.

If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.