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Technical Delivery Manager
Melbourne, VIC
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Technical Delivery Manager
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Senior customer-facing technical leader for Infotrust's key clients, bridging the divide between account and service management. The Technical Delivery Manager (TDM) would be expected to hold expertise in at least two major Infotrust offerings that reflect the needs of our clients in each geography. The TDM will work as the de-facto IT Operations Manager and/or advisor for multiple clients. The main driver is to deliver and maintain steady-state IT portfolio, drive delivery-led growth, focus on mapping/mitigating risks and handling issues/escalations, preparing monthly reports, while driving continuous improvement (via technical road-mapping, POC/POV/MVP). The TDM also supports small scale renewals & orders with coordinated support via Business Operations and Pre-Sales.
Responsibilities
Work to maintain & report on service-health to agreed levels across assigned clients for active delivered services
Produce and maintain contract-compliance matrix o Within 45 days onboarding; o Review quarterly
Own client RAID register; update monthly and surface risks in roadmap sessions and/or relevant reporting cycles (i.e. monthly or quarterly)
Technical Roadmap, Account Planning & Growth
Deliver annual technical roadmap/account plan; update quarterly with Sales team
Generate qualified Delivery-Led Growth (DLG) pipeline o >15% of portfolio MRR, close won o >8% to support annuity-based revenue, professional services & subscription-based licensing




Proactively lead an agreed number of POC/POV/MVP engagements per client/year; o ≥50% conversion to production
Client Engagement & Satisfaction
Proactively lead onsite engagement to the agree number of days per month for nominated client base
Coordinate vendor demos/labs; achieve client satisfaction o ≥4.8/5 for demo value 2 Renewals & Orders Management
Manage renewals/subscription true-ups o 100% on time
Produce SoW (with pre-sales & business operations) o Within 3 business days of agreed scope Continuous Improvement & Innovation
Sponsor / lead ≥3 CSI initiatives per client/year reducing cost or risk ≥10%, or driving new innovation with existing/new platforms/tools
Renewals & Orders Management
Manage renewals/subscription true-ups 100% on time
Produce SoW (with pre-sales & business operations), Within 3 business days of agreed scope Continuous Improvement & Innovation
Key Experience & Capabilities
Proven work experience as a Technical Account/Delivery Manager matched to Infotrust's offerings.
Thinks at a systems-level, making decisions that optimise Infotrust's entire service value chain and strategic goals.
Balances customer outcomes with cost, risk and margin to keep solutions commercially sound.
Stays calm and adaptive in fast-moving environments, guiding teams smoothly through change.
Actively mentors L1-L3 engineers,



sharing know-how and building clear SFIA-aligned growth paths.
Embeds secure-by-design thinking in every delivery decision to minimise cyber and compliance risk.
Leverages Infotrust's core platforms/tools and other data to spot trends, prevent issues and drive improvement.
Personal Attributes
Models Infotrust's values and fosters a psychologically secure, high-ownership team culture.
Outstanding written and verbal communication skills, with the ability to effectively liaise with technical teams, clients, and stakeholders, both technical and non-technical audiences.
Ability to articulate complex ideas and concepts clearly and concisely.
Proficient in setting and managing priorities effectively, ensuring focus on critical tasks and objectives amidst competing demands.
High level of attention to detail, ensuring accuracy and precision in incident documentation, communication, and resolution processes.
Capacity to work unsupervised, proactively using initiative to address challenges and drive continuous improvement within incident management practices.
Demonstrated integrity and excellent decision-making skills, maintaining ethical standards and making informed decisions aligned with organisational goals and values.
Strong interpersonal skills, fostering positive relationships and effective collaboration with colleagues, clients, and stakeholders.
Ability to align and articulate Technical and Business needs to a commercial outcome and supporting business case.
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📌 Technical Delivery Manager (Melbourne)
🏢 Infotrust (AU)
📍 Melbourne