Client Delivery Director

NRI Australia & New Zealand; City of Brisbane; On-site; AUD 220,000 - 320,000; Full time

Job summary

NRI Australia & New Zealand is seeking a Client Delivery Director to lead a multi-disciplinary team across BAU, projects, and change initiatives for a strategic client. You will ensure operational stability, service quality, and continuous improvement, working with business stakeholders, technical teams, and vendors in a high-visibility role.

You will own governance, financial management and delivery excellence, fostering a customer-centric culture while driving profitability and innovation

Qualifications

• 10+ years in technology delivery and managed services
• 5+ years in a leadership role overseeing multi-disciplinary teams
• Proven end-to-end service delivery ownership across BAU and change
• Strong governance with dashboards, SLAs/KPIs, and reviews
• Formal ITSM certifications and/or IT/business degrees

Responsibilities

• Own end-to-end delivery of BAU managed services across service desk, infrastructure, cloud, and application support
• Ensure SLA/OLA/KPI achievement and service credits avoidance
• Oversee ITIL-aligned processes and major incident management
• Lead escalations with root cause analysis and preventive actions
• Promote modern engineering practices to improve throughput and predictability

Skills

Leadership

Stakeholder management

ITIL

PMP

PRINCE2

SAFe

CSM

Delivery governance

Communication

Technical literacy

Education

Bachelor's Degree or above

Job description

Run Stronger. Evolve Faster. Perform Smarter with NRI. Ready to shapewhat'snext? 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 16,000team membersand work on projects that truly make a difference for Australia’s leading organisations. Our Managed Services team ensures businessesoperateat peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day. The Client Delivery Director will lead an account-wide, multi-disciplinary team of professionals supporting a strategic client across multiple lines of business. As the single point of accountability for end-to-end service delivery, you will own operational stability, service quality, and continuous improvement across both BAU support, projects and change initiatives. This is a high-visibility leadership role that bridges business stakeholders, technical teams, and vendors, ensuring predictable delivery, strong governance, diligent financial management, and alignment with strategic priorities while maintaining a customer‑centric, proactive service culture. Key to the role is a future‑ready mindset, continuous improvement and optimisation focus, and innovative thinking.

What you'll do

Delivery Excellence & Governance

• Own end to end delivery of BAU managed services across service desk, infrastructure, cloud, and application support
• Ensure consistent achievement of contractual SLAs, OLAs, KPIs, and service credits avoidance
• Oversee ITIL-aligned processes including Incident, Problem, Change, Request, and Release Management
• Lead operational escalations and ensure timely resolution with root cause and preventative actions
• Ensure service stability, availability, resilience, and security standards are maintained

Risk Management

• Assess and actively manage commercial and delivery risk associated with engagements to qualify engagements and determine the degree of delivery management support required.

Financial & Commercial Management

• Own financial accountability across managed and professional services revenue streams
• Manage delivery margins, cost controls, forecasting, and budget performance
• Ensure accurate time recording, billing, and revenue recognition
• Identify margin leakage, SLA penalty risks, and cost inefficiencies
• Drive profitability improvements through service optimisation, automation, and delivery efficiency
• Support renewals, scope variations, and change control in partnership with sales and account teams

Team Leadership & Capability

• Lead, mentor, and develop a team of IT professionals, fostering a high-performance, accountable, and collaborative culture.
• 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.
• Work with teams within Managed Services to promote adoption of modern engineering and delivery practices (such as DevOps, AI and automation, observability) to improve throughput, quality, and predictability.

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 (cloud, applications, ITSM, EUC) 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.
• Strong delivery-technical literacy: able to engage credibly with engineers on technical concepts, and to challenge feasibility, risk, and trade-offs constructively.
• 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.
• Formal qualifications or certifications in IT service management and delivery (e.g., ITIL, PMP, PRINCE2, SAFe, CSM) and/or tertiary qualifications in IT, Business or related disciplines (Bachelors Degree or above).
• 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.

Your skills. Our impact. Together unstoppable. At NRI, you'llwork on meaningful projects, tackle complex challenges, and see the tangible difference yourexpertisemakes. We value diverse experiences and perspectives, creating an inclusive, collaborative, and high-performing workplace. Don'tworry if youdon’tmeet 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.

As a trusted end-to-end digital partner, we design, build and manage IT solutions that turn bold visions into reality and set new standards of excellence for our clients. From advisory to enterprise-grade implementation and managed services, we support the entire transformation journey. We do this as part of the Nomura Research Institute (NRI), a Tokyo-listed consultancy with a 60-year legacy, combining the scale, innovation and resilience of a global powerhouse with the agility, care and understanding of a local partner. With trust as the foundation of every transformation we lead, we help our clients move faster, work smarter and lead with confidence.

As a trusted end-to-end digital partner, we design, build and manage IT solutions that turn bold visions into reality and set new standards of excellence for our clients. From advisory to enterprise-grade implementation and managed services, we support the entire transformation journey. We do this as part of the Nomura Research Institute (NRI), a Tokyo-listed consultancy with a 60-year legacy, combining the scale, innovation and resilience of a global powerhouse with the agility, care and understanding of a local partner. With trust as the foundation of every transformation we lead, we help our clients move faster, work smarter and lead with confidence.