Technical Delivery Manager

Nec Corporation; Darwin; On-site; AUD 140,000 - 210,000; Full time

Benefits offered by this job

Flexible working arrangements

Bonus & wellness days

14 weeks parental leave

Volunteer days

Health insurance discounts

Salary sacrifice options

Employee assistance program

Job summary

NEC Darwin is seeking a Technical Delivery Manager to lead the System Engineering and Architectural team, delivering high-quality operational and project-based services for government clients. You will oversee Windows servers, databases, Exchange and Active Directory, provide architectural direction, and ensure high availability of ICT infrastructure.

Your leadership will drive service levels, effective processes, and strong customer satisfaction.

Qualifications

• Minimum 5 years of experience in server support and troubleshooting within a relevant technical stream.
• Proven leadership, customer service and project management experience.
• Strong background in outsourcing environments and customer support.
• Hands-on experience in an ITIL-governed environment.
• Expertise in team development, conflict resolution and staff performance management.
• Excellent communication skills and ability to engage in open discussions.

Responsibilities

• Lead proactive system monitoring, alerting, event response, maintenance and patching activities.
• Own and oversee major incident management with timely, professional customer communications.
• Manage team performance against service levels and SLAs using service management systems.
• Drive problem management to resolve recurring high‑impact issues for NEC customers.
• Act as escalation point for high-priority incidents and changes.
• Ensure accurate documentation across incidents, requests, problem records, assets and time reporting.
• Define technical standards and best practices across key technology domains.
• Identify and implement tooling and automation to improve operational performance and service quality.
• Review and optimise team processes and workflows.
• Develop and maintain procedures and runbooks to improve operational efficiency.

Skills

Team leadership

Customer service

Project management

Server support

Outsourcing experience

ITIL

Staff development

Communication

Job description

About the Role

NEC Darwin is seeking a Technical Delivery Manager to lead our System Engineering and Architectural team in delivering high-quality operational and project-based services for government clients. In this role, you will oversee the management of Windows servers, databases, and critical Microsoft server products such as Exchange and Active Directory.

Additionally, you will be responsible for providing architectural direction, detailed reporting for informed decision-making, and ensuring high availability of ICT infrastructure. Your leadership will ensure that service levels are met, operational processes are effective, and customer satisfaction remains a top priority.

Skills & Experience

• Proven experience in team leadership, customer service, and project management.
• Minimum 5 years of experience in server support and troubleshooting within a relevant technical stream.
• Strong background in outsourcing environments and customer support.
• Hands-on experience working in an ITIL-governed environment.
• Expertise in team development, conflict resolution, and staff performance management.
• Excellent communication skills, with the ability to engage in open, honest, and timely discussions.

Key Accountabilities

Customer & Service Delivery

• Lead proactive system monitoring, alerting, event response, maintenance and patching activities.
• Own and oversee major incident management, ensuring timely, professional and high-quality customer communications.
• Manage team performance against service levels and SLAs, using service management and service centre systems.
• Drive problem management activities to resolve recurring and high-impact technical issues for NEC customers.
• Act as the escalation point for high-priority incidents and changes.
• Ensure accurate and timely documentation across incidents, requests, problem records, assets, configurations and time reporting.

Continuous Improvement

• Partner with subject matter experts to define technical standards, direction and best practice across key technology domains.
• Identify and implement tooling and automation to improve operational performance and service quality.
• Proactively review, analyse and optimise team processes and workflows.
• Develop and maintain procedures and runbooks to improve operational efficiency and consistency.

Team Leadership & Management

• Lead, coach and support a technical team within a collaborative and high-performance culture.
• Manage HR responsibilities including performance reviews, development planning, mentoring and coaching.
• Oversee recruitment, onboarding and offboarding activities.
• Partner with Service and Account Directors to ensure appropriate resourcing aligned to skillsets and service demand.
• Drive ongoing technical and leadership capability development, including training and certification.
• Develop and manage on-call support rosters.

Why Join Us?

• Exciting leadership role with the opportunity to shape technical operations.
• Work with cutting-edge technologies in a dynamic and fast-paced environment.
• Be part of a team delivering critical services for government clients.
• Strong career growth and development opportunities.

What's In It for You?

We value our growing number people and offer a fantastic workplace culture, career growth opportunities, and industry-leading benefits, including:

• Flexible working arrangements
• Bonus & wellness days (after 6 months)
• 14 weeks paid parental leave
• Up to 4 paid volunteer days per year
• Discounts on health insurance, travel, entertainment & more
• Salary sacrificing options (car leasing, super, etc.)
• Employee Assistance Program - free, confidential support for you & your family

At NEC, we embrace diversity, equality, and inclusion. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, and individuals from culturally diverse backgrounds.