Delivery Leader: Digital Channels & Client Engagement

Momentum; Bellville; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Metropolitan is seeking an IT Delivery Manager: Client & Digital to lead end-to-end delivery of digital and client-facing IT systems across two strategic portfolios. You will own the delivery roadmap, drive outcome-based execution, and partner with sales, service, and digital stakeholders in a hybrid work setting.

The role requires hands-on domain experience building client-facing digital platforms, driving digital sales and self-service adoption, and implementing unified client engagement and

Qualifications

• 3-year IT qualification (Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent)
• Post Graduate Degree in Digital Business or Management Studies advantageous
• Minimum 5 years in a leadership role managing multidisciplinary IT squads
• Proven track record of delivering complex IT programmes across digital or client-facing domains
• Demonstrated experience building and scaling client-facing digital platforms
• Hands-on exposure to digital marketing enablement: SEO, campaign tracking, digital acquisition funnels
• Experience delivering or evolving CRM, client engagement, or single-view-of-client systems
• Familiarity with conversational AI, chatbot platforms, or LLM-enabled product delivery is a strong differentiator
• Experience as a Product Owner, Senior Business Analyst, or Software Engineering Manager or equivalent cross-disciplinary exposure
• Demonstrated success leading teams of 10 or more across concurrent delivery streams
• Financial services or insurance experience is strongly advantageous

Responsibilities

• Own and drive the delivery roadmap across both portfolios, balancing strategic priorities with operational demands
• Apply outcome-based, product-led delivery principles to ensure squads are focused on measurable business impact
• Manage delivery risk, dependencies, and escalations across multiple concurrent workstreams
• Establish and maintain delivery health metrics; report progress clearly to the CIO and business stakeholders
• Lead the delivery of client-facing digital platforms including website, chatbot, and self-service capabilities
• Partner with marketing and business stakeholders to embed digital marketing best practices into platform delivery
• Drive continuous improvement of digital acquisition funnels, self-service journeys, and AI-assisted client interactions
• Own the delivery roadmap for the client engagement system ensuring all client interactions, marketing efforts, and communication touchpoints are tracked, measurable, and actionable
• Collaborate with data and analytics teams to surface client behaviour insights that inform digital channel optimisation and personalisation strategies
• Lead, mentor, and develop a cross-functional delivery organisation of 20+ people including business analysts, product owners, developers, and QA engineers

Skills

Leadership

Agile delivery

Product ownership

Cross-functional teams

Digital channels

CRM

Client engagement

Stakeholder management

Strategic thinking

People leadership

Education

Bachelor's degree in Computer Science or related field

3-year IT qualification

Post Graduate Degree in Digital Business or Management Studies advantageous

Tools

CRM platforms

Conversational AI platforms

LLM-enabled product delivery

Job description

Metropolitan is seeking an IT Delivery Manager: Client & Digital to lead end-to-end delivery of digital and client-facing IT systems across two strategic portfolios. You will own the delivery roadmap, drive outcome-based execution, and partner with sales, service, and digital stakeholders in a hybrid work setting.

The role requires hands-on domain experience building client-facing digital platforms, driving digital sales and self-service adoption, and implementing unified client engagement and