Technical Delivery Manager

Run Stronger. Evolve Faster. Perform Smarter with NRI

Ready to shape what’s next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia’s leading organisations.

Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day.

We are looking for a senior Technical Delivery Manager to act as the primary operational owner for end-to-end delivery of technology managed services across AWS, Azure, M365, Storage and Backup, maintaining delivery excellence across domains.


What you’ll do

Delivery Excellence & Governance

• Establish and lead a structured governance cadence, such service reviews, operational dashboards, SLA/KPI reporting, and continuous improvement forums, with your team, business stakeholders and service owners.
• Coordinate workload and priorities across multiple application groups, resolving cross-functional dependencies and ensuring alignment with business-critical timelines and outcomes.
• Partake in major incident (P1/P2) coordination, ensuring rapid restoration, clear communication, and thorough post-incident reviews that feed into problem management and preventative actions.
• Oversee execution of minor enhancements, patching, upgrades, and lifecycle activities across the technology & infrastructure portfolio, ensuring risk, compliance, and audit requirements are met.

Team Leadership & Capability

• Manage capacity planning, performance, and succession coverage within the team, ensuring the right skills and coverage for current and upcoming demand, helping to identify areas of upskill in alignment with evolving customer requirements.
• Promote adoption of modern engineering and delivery practices (such as DevOps, AI and automation, observability) to improve throughput, quality, and predictability.

Delivery & Stakeholder Management

• Partner with business owners and product stakeholders to understand needs, translate priorities into delivery plans, and manage demand intake, prioritisation, and resourcing across the portfolio.
• Manage multiple concurrent small-to-medium initiatives and enhancements, tracking milestones, dependencies, risks, and issues to ensure on-time, on-budget delivery.
• Serve as the primary interface to stakeholders and service owners, providing clear, timely updates on progress, risks, and service performance, and managing expectations across time zones and functions.
• Coordinate with Applications, ITSM, Security, Service Desk, Internal Client teams and third-party vendors to ensure seamless service, effective handovers, and integrated resolution of cross-domain issues.

Continuous Improvement & Efficiencies

• Drive proactive improvements across the Cloud and Infrastructure landscape, including automation of routine tasks, performance tuning, defect reduction, and standardisation of support and delivery practices, leveraging AI-enabled workloads and capabilities.
• Lead problem management and root cause initiatives to reduce recurring incidents, improve stability, and enhance user experience.
• Leverage delivery metrics (cycle time, lead time, change failure rate, SLA attainment, ticket aging, etc.) to identify bottlenecks and target improvement efforts.
• Engage with broader NRI domains and expertise to contribute to and leverage capability resulting in time, quality, or cost improvements.

What we’re looking for

• 10+ years’ experience in technology delivery and managed services, including 5+ years in a leadership role overseeing multi-disciplinary teams (data, integration, applications, cloud) with direct people management responsibility.
• Proven track record of owning end-to-end service delivery across BAU support and change, with strong accountability for SLAs, KPIs, customer satisfaction, and continuous improvement in a managed services or outsourcing context.
• Demonstrated ability to design and run service governance: operational dashboards, SLA/KPI reporting, service reviews, major incident oversight, and problem management that drives measurable stability and efficiency gains.
• Excellent stakeholder management and communication skills, with experience working alongside senior business leaders, product owners, and executive stakeholders, with the ability to present clear, evidence-based status, risks, and options.
• Strong capability in demand and portfolio coordination: prioritising competing initiatives, managing capacity and dependencies across your teams, and ensuring alignment to strategic outcomes and critical business timelines.
• Experience leading problem management and root cause analysis, using data and delivery signals (incident trends, change failure rate, cycle time, defect patterns) to target improvements and reduce recurring failures.
• Solid understanding of ITIL-based processes (incident, problem, change, request, release) and how to balance operational stability with speed of delivery and innovation.
• Ability to build and develop high-performing teams: define role expectations, coach individuals, and foster a culture of accountability, collaboration, and continuous learning.
• Working knowledge of cloud-native architectures and AWS services (e.g., EC2, ECS/EKS, Lambda, API Gateway, RDS, S3, CloudWatch)
• Understanding of observability concepts (metrics, logs, traces, synthetic monitoring) and experience with tools such as Datadog, Splunk, CloudWatch, or similar to support proactive operations and faster incident resolution.
• Formal qualifications or certifications in IT service management and delivery (e.g., ITIL, PMP, PRINCE2, SAFe, CSM) and/or cloud platforms (AWS, Azure, OCI).
• Experience in highly regulated industries (financial services, utilities, healthcare, public sector) where audit, compliance, and risk management are critical.

Why Join Us:

• Deliver tangible business impact through operational excellence.
• Work with cutting-edge tools and AI-enabled platforms.
• Be part of a high-performing, client-obsessed team that values growth and innovation.

Take the next step with us. Apply now and make a real impact.
Your skills. Our impact. Together unstoppable. At NRI, you’ll work on meaningful projects, tackle complex challenges, and see the tangible difference your expertise makes. We value diverse experiences and perspectives, creating an inclusive, collaborative, and high-performing workplace. Don’t worry if you don’t meet every requirement listed - we prioritise attitude and capability, and you might be the perfect fit for this role or another within NRI.

NRI Australia & New Zealand is committed to building a culturally diverse and inclusive workplace and strongly encourages applications regardless of gender, age, ethnicity, sexual orientation, or disability.