Senior Service Delivery Manager

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce. We are seeking a strategic and client-centric IT Service Delivery Manager to take ownership of a large, enterprise-level account. This role goes beyond BAU delivery - you’ll be shaping the roadmap for service excellence, optimising how our multi-layered managed services (application, infrastructure, and consulting) are delivered, and driving continuous improvement initiatives across complex environments. What You Will Be Responsible For

• Service Delivery Leadership: Take full ownership of enterprise-level service delivery, ensuring operational excellence across service desk, application support, infrastructure management, and consulting services.
• Strategic Client Engagement: Act as a trusted advisor to senior stakeholders, driving alignment of IT services to business priorities and identifying opportunities for innovation.
• Team and Vendor Leadership: Lead a diverse, multi-location support team (including offshore/Manila resources) while fostering a high-performance culture and strong vendor collaboration.
• Contract & Performance Management: Ensure contractual obligations are met and exceeded, managing SLAs/OLAs while providing data-driven insights to optimise performance.
• Service Improvement & Transformation: Introduce and embed ITIL-aligned best practices, automate workflows where possible, and champion service transformation initiatives.
• Change & Project Readiness: Partner closely with the Portfolio Manager to align upcoming project initiatives with BAU operations, ensuring seamless transitions and minimal disruption.
• Risk & Compliance: Oversee enterprise-scale risk management, ensuring robust security and compliance with industry frameworks and standards.

What experience we require

• 7+ years in IT Service Delivery Management, ideally within large-scale, complex, or enterprise environments.
• Strong leadership and influencing skills, with experience managing cross-functional and offshore teams.
• Proven track record of strategic stakeholder management, including C-level interactions.
• Expertise in ITIL frameworks (ITIL v4 Foundation or higher).
• Demonstrated success in driving service transformation, innovation, and process automation.
• Solid understanding of infrastructure and application managed services in high-demand, enterprise-level settings.

WHAT’S IN IT FOR YOU? In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.

• Diverse and challenging project work
• Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
• Training and development opportunities
• Salary sacrifice, motor and novated leases
• Committed health & wellbeing plan including Employee Assistance Program
• 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
• Corporate partnerships

PLEASE NOTE: If you have applied for a similar position with us recently that we will not be revisiting past applications.DIVERSITY & INCLUSION We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias. We value our collaborative culture and work together to support a variety of community organisations and social issues. Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow. We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond. We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we’re powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers. Transformative digital solutions take the right team, making the right moves at the right time. You’ve found yours with NRI.