Technical Delivery Manager

2 weeks ago

Brisbane, Queensland, Australia NCS Australia Full time
About the Role

This is a key position within NCS Australia, responsible for the delivery, performance, maintenance, and growth of customer technical solutions. The Technical Delivery Manager will work closely with account management, solutions, delivery, and capability teams to ensure the successful implementation of customer innovation and enhancement work.

The ideal candidate will have a deep understanding of GCP services and their capabilities, including Compute Engine, Kubernetes, Cloud Storage, Cloud SQL, Cloud Networking, Cloud Monitoring, Cloud Logging, and more. They will also have experience in Python or Terraform, DevOps practices, and CI/CD pipelines.

Key Responsibilities:

  • Deliver managed services within contractual commitments, operational frameworks, and commercial models.
  • Work closely with Account and Delivery teams to create aligned roadmaps for ongoing evolution of managed services and customer solutions.
  • Maintain technical diagrams and strategic planning documentation for customer solutions to agreed standards.
  • Manage workloads and outcomes to agreed project plans, budgets, and deadlines.
  • Actively communicate and liaise with key stakeholders (internal and external) by way of regular meetings, management reports, etc., to ensure alignment to strategy and business drivers both to customers and NCS' requirements.
  • Undertake bi-annual health checks of customer solutions and service delivery, presenting findings and recommendations internally and in customer meetings.
  • Ensure appropriate governance is in place for customer solutions for baseline activities, including customer-specific procedures, and monthly contracted management and maintenance activities.
  • Provide timely and relevant reporting of performance and other issues to customers and internal management.
  • Work closely with Managed Service teams to convert customer objectives and requirements into solutions and managed services for the customer.
  • Manage high-impact incidents through to resolution, ensuring high levels of interaction with the customer to ensure communication is clear and at the appropriate level, ensuring customer satisfaction.
  • Manage internal and external resolver groups to ensure compliance and optimum delivery of technical outcomes against contracted deliverables.
  • Identify business opportunities (sales, optimisation, and cost reductions) in the customer's environment and work closely with the Markets team to design and execute solutions that add value to the customer's business.
  • Use Incident and Problem Management techniques to drive technical resolver groups in the resolution, root cause analysis, corrective, and preventive actions to ensure performance levels are met and exceeded and customer expectations are managed.
  • Oversee ongoing change management to ensure the operational solution remains appropriate, suitable, and adequate according to the Agreement.
  • Provide E2E technical management, leadership, and direction to internal service and technical representatives on the development, operation, and maintenance of the customers' services infrastructure.
  • Support and add value to customer-driven technology outcomes.
  • Maintain architecture, design, and roadmaps of in-scope services and systems in alignment with tactical and strategic NCS and customer objectives.

About You:

The ideal candidate will have:

  • Previous experience as a Technical Delivery Manager.
  • Deep understanding of GCP services and their capabilities.
  • Experience in Python or Terraform.
  • Experience with DevOps practices and CI/CD pipelines.
  • Experience with containerization technologies like Docker and Kubernetes.
  • Experience in Data Engineering, Data Security, and Data Architecture.
  • Previous consulting experience and dealing with clients directly.

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