Service Delivery Lead – CloudOps

NCS Group Australia; City of Brisbane; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Paid parental leave

Well-being initiatives

Discounted health insurance

Career development programs

Job summary

A leading technology services company in Australia is looking for an experienced Service Delivery Lead – CloudOps to drive operational excellence across cloud and on-premise environments. The successful candidate will ensure service delivery standards, manage staff, and engage clients directly. Ideal assets include strong leadership experience in cloud operations, excellent communication skills, and the ability to optimize costs. This role offers a vibrant workplace dedicated to innovation and continuous improvement.

Qualifications

• Proven experience in service delivery leadership within CloudOps or IT operations.
• Strong people management skills with experience leading leaders.
• Solid understanding of AWS, GCP, Azure, and hybrid environments.
• Excellent stakeholder management and communication skills.
• Ability to manage escalations and maintain client confidence.
• Experience in budgeting, remuneration management, and cost optimization.

Responsibilities

• Act as an escalation point for critical issues and ensure 24/7 on-call availability.
• Oversee operations across AWS, GCP, Azure, and on-prem environments.
• Ensure compliance, cost optimization, and best practices in cloud operations.
• Drive cost efficiency and operational improvements within FinOps teams.
• Plan, forecast, prioritize, and assign workloads with team leads.

Skills

Service delivery leadership

AWS

GCP

Azure

Stakeholder management

Communication skills

Cost optimization

Job description

Overview

At NCS Australia, we are more than a technology services company—we are a team of innovators, problem-solvers, and creators shaping the future. With a strong presence across the APAC region, we partner with government and enterprise organisations to tackle complex challenges and deliver solutions that drive real, lasting impact.

We are passionate about unlocking value through technology. By focusing on people, committing to quality, and challenging traditional thinking, we believe technology services can be done better. Our team brings this to life by advising, transforming, and managing technology to help our clients and communities thrive.

We love big ideas and bold thinkers. Bring your ambition and your creativity—together, we will turn them into extraordinary opportunities. Ready to make tomorrow with us? Explore our opportunities and join a team that is redefining what’s possible.

Job Description

We are seeking an experienced Service Delivery Lead – CloudOps to join our team and drive operational excellence across our cloud and on-prem environments. This is a leadership role responsible for managing people leaders, ensuring service delivery standards, and fostering strong client relationships.

Responsibilities

• Service Delivery & Client Engagement
  • Act as an escalation point for critical issues.
  • 24/7 on-call availability.
  • Engage directly with clients when required to ensure service satisfaction.
  • Collaborate closely with SDMs to maintain high delivery standards.
• Cloud & Infrastructure Accountability
  • Oversee operations across AWS, GCP, Azure, and on-prem environments.
  • Ensure compliance, cost optimization, and best practices in cloud operations.
• Governance & Commercial Management
  • Participate in reviewing Statements of Work (SOWs) to ensure compliance and completeness.
  • Drive cost efficiency and operational improvements.
• Management of FinOps Team (Offshore and Onshore)
  • Drive cost efficiency and operational improvements.
  • Ensure FinOps reports are produced monthly and presented to customers as per contract.
• Other specific
  • Review Statements of Work with the Contracts manager.
  • Work closely with AppOps, Solutions Team and our customers to identify technology enhancement and efficiency opportunities.
  • Ensure team leads efficiently manage on-call rosters to ensure 24/7 availability.
  • Availability outside of hours to assist with resourcing/critical incidents.
  • Deal with day-to-day operations and associated matters with your team leads.
  • Plan, forecast, prioritise and assign workloads with your team leads in a shared services environment.
  • Assist with managing escalations with major incidents for live production environments.

Qualifications

• Proven experience in service delivery leadership within CloudOps or IT operations.
• Strong people management skills with experience leading leaders.
• Solid understanding of AWS, GCP, Azure, and hybrid environments.
• Excellent stakeholder management and communication skills.
• Ability to manage escalations and maintain client confidence.
• Experience in budgeting, remuneration management, and cost optimization

Capabilities

• Service Management (construct, governance, and performance).
• ITIL 3/4, and ITSM governance and execution.
• Contract Management.
• Strong leadership, accountability, taking responsibility for actions of others.
• Key awareness and capability to manage stakeholders both internally and externally.
• Manages operational, commercial, and reputational risk.
• Presents NCS coherently to a client through the entire lifecycle of engagement.

Personal Qualities

• Demonstrates integrity when working with clients and colleagues.
• Creates an environment of openness.
• Leads others in setting behaviours.
• Develops strong relationships and is trusted by others.
• Management of large teams and leadership through change.

Additional Information

Why join us: Our benefits include paid parental leave, well-being initiatives, discounted health insurance, discounts on various products and services, and recognition for high performance. We are committed to career development through our Capability Fingerprint, industry and partner training programs, special interest groups, and an AI-driven learning platform.

NCS Australia is an equal-opportunity employer, and we value and support our people and the communities we serve. We encourage applications from all sectors of the community and specifically encourage Veterans, Aboriginal and/or Torres Strait Islander people to apply.

We are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply.

Agency & Work Rights

Agencies: We do not permit candidates to contact NCS employees outside of the Talent Acquisition team. We exclusively accept resumes from agencies on our preferred supplier panel through the NCS Agency Portal. Agencies that submit resumes must have a valid fee agreement and be assigned to the requisition by the Talent Acquisition team. Resumes submitted outside of this process will become the property of NCS. If a candidate is hired outside of this process, no fee or payment will be given.

Work rights and background checks: To be eligible for a position with us, applicants must have valid work rights for Australia and be willing to undergo a comprehensive background checking process, including probity and police checks.