Technical Delivery Manager

Datacom; City of Brisbane; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Remote working

Flexi-hours

Professional development

Social events

Job summary

Datacom Australia is seeking a Technical Delivery Manager to lead day-to-day technical and service delivery for outsourced solutions. You will act as the escalation point, provide technical leadership and governance, and bridge customers with our technical teams to deliver outcomes.

The role requires you to be on customer site at least two days a week and to work in an agile environment, focusing on incident management, change management, and continuous improvement of services.

Qualifications

• 12 years of broad IT experience.
• 2+ years managing senior-level customer relationships within an IT Managed Services Environment.
• Demonstrated experience in leading people and teams.
• Proven customer-centric approach to service delivery.
• Experience in technical consulting/architecture.
• Strong analytical, problem-solving, and communication skills.
• Ability to obtain and keep an AGSVA security clearance at Baseline level and integrity check.
• Good communication skills verbally and in writing.

Responsibilities

• Provide technical leadership to the technical team to ensure EUX service is restored after an incident.
• Document changes undertaken by the BAU team clearly.
• Attend CAB meetings to advise on changes and impact to EUX BAU Systems.
• Escalate BAU issues when required; capture systematic issues for the technical roadmap.
• Collaborate with the CTO to drive process improvements and operational efficiency.
• Identify systems requiring upgrades and plan activities with the CTO.
• Plan and coordinate resources to deliver product implementations.
• Serve as the integration point between customers, Datacom teams, and vendors.
• Lead high-priority incident and problem management processes.
• Govern service delivery through performance reporting and change management review.
• Build strong customer relationships and meet commercial obligations.
• Provide operational information and system health updates to the Datacom Client.

Skills

Cloud (M365)

On-Prem Infrastructure

Security & Defender

Networking

MECM & Windows 11

Vendor Certifications

Job description

Our Why
Datacom works with organisations and communities across Australia and New‘Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow

About the Role (your why)
As a Technical Delivery Manager in our service delivery team, you will lead the day‐to‐day technical and service delivery for our outsourced solutions, ensuring our customers receive optimal solutions that meet their business outcomes. You’ll act as the escalation point for operational issues, provide technical leadership, and drive service delivery governance. Your role will bridge the gap between the customer and our technical teams, ensuring exceptional results and fostering long‐term partnerships.

Please note this role is based in Australia, and we require a minimum of 2 days on customer site in your city.

What you’ll do
As the Technical Delivery Manager you will be focused on:

• Providing technical leadership to the technical team to ensure that EUX service is restored after an incident.
• Ensuring that any changes undertaken by the BAU team is clearly documented.
• Attending the CAB Meetings to provide input to the stakeholders about any scheduled changes and understanding the impact of other changes to the EUX BAU Systems
• Working alongside the CTO to ensure that BAU Issues are escalated when required and systemic issues are captured to be added to the technical roadmap
• Working alongside the CTO to provide input for any innovative ideas to streamline operational processes and drive operational efficiency.
• Identify any systems that would require upgrading and work with the CTO to ensure that those activities are captured and planned accordingly
• Planning and coordinating resources to deliver successful product implementations
• Acting as the key integration point between customers, Datacom teams, and vendors to ensure solutions meet business needs
• Leading high-priority incident and problem management processes, guiding teams to resolution
• Governing service delivery through performance reporting, change management review, and strategic process improvements
• Building strong customer relationships and ensuring commercial obligations are met
• Working with the Datacom Client to provide operational information, system health, issues as requested

We are an agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

• 12 years of broad IT experience
• 2+ years managing senior‐level customer relationships within an IT Managed Services Environment
• Demonstrated experience in leading people and teams
• Proven customer‐centric approach to service delivery
• Experience in technical consulting/architecture
• Strong analytical, problem‐solving, and communication skills
• Ability to obtain and keep an AGSVA security clearance at Baseline level and integrity check
• Good communication skills verbally and in writing.

Technical Skills Required

• Strong Knowledge of Cloud Technologies in the M365 Space that includes Intune, Entra ID, Purview, Teams, Defender, Exchange Online, One Drive, SharePoint Online.
• Strong Knowledge of On Prem Systems such as Windows Servers, Active Directory, DNS, DHCP, PKI Systems, Printing Systems, Citrix, Exchange On Prem, SQL Server
• Strong knowledge of security products such as Defender, Trellix, Sentinel etc
• Strong Knowledge of Networking
• Strong Knowledge of Desktop Environments such as Windows 11, Packaging, MECM, SOE Deployment and Patching
• Vendor Certifications relating to those technologies

Nice to have:

• Disaster Recovery / Business Continuity experience
• Experience applying Agile and DevOps practices
• ITIL Foundation or higher certification
• Good understanding of Service Management disciplines
• Experience in change management and enterprise architecture

Why join us here at Datacom?
Datacom is one of Australia and New‘Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill‒out spaces, remote working, flexi‒hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat‒structured environment.

We operate at the forefront of technology to help Australia and New‘Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

Information Technology Services 5,001-10,000 employees

We design, build and run IT systems and processes for business. We support existing legacy IT systems and processes, and we custom‐design brand new ones. We work with our customers to build and operate sustainable solutions by exploring their current state, clarifying their future potential and solving their most pressing problems. Our breadth of advisory and technical skills provides deep expertise in technology platforms to our customers, provided by our 200 tech partners.

We design, build and run IT systems and processes for business. We support existing legacy IT systems and processes, and we custom‐design brand new ones. We work with our customers to build and operate sustainable solutions by exploring their current state, clarifying their future potential and solving their most pressing problems. Our breadth of advisory and technical skills provides deep expertise in technology platforms to our customers, provided by our 200 tech partners.

Your application will include the following questions:

• Pronouns Do you identify as First Nations People (Aboriginal or Torres Strait Islander People)?
• Would you like to voluntarily disclose any prior military service within the Australian Defence Force (ADF)?
• Datacom is an equal opportunities employer. Where possible we will provide reasonable adjustments throughout the recruitment and selection process to ensure equal participation.
• Is there anything you would like to note to ensure you can perform at your best – this could include accessibility, health conditions, or neurodiversity?
• Which of the following statements best describes your right to work in Australia/New Zealand?
• What are your salary expectations? (numerical figure only)
• Are you able to obtain and maintain an AGSVA Baseline security clearance and pass an integrity check?
• Are you legally authorized to work in Australia?
• What are your annual salary expectations in USD?
• Can you describe your hands‐on experience with Microsoft 365 technologies such as Intune, Entra ID, Purview, Teams, Defender, Exchange Online, One Drive, and SharePoint Online, and how you’ve applied them?
• Can you describe your experience with on‐premises infrastructure technologies like Windows Server, Active Directory, DNS, DHCP, PKI, Citrix, Exchange Server, and SQL Server, and the environments where you’ve used them?