Run Stronger. Evolve Faster. Perform Smarter with NRI

Ready to shape what’s next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500 local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia’s leading organisations.

Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day.

The Client Delivery Director will lead an account-wide, multi-disciplinary team of professionals supporting a strategic client across multiple lines of business. As the single point of accountability for end-to-end service delivery, you will own operational stability, service quality, and continuous improvement across both BAU support, projects and change initiatives. This is a high-visibility leadership role that bridges business stakeholders, technical teams, and vendors, ensuring predictable delivery, strong governance, diligent financial management, and alignment with strategic priorities while maintaining a customer-centric, proactive service culture.

Key to the role is a future-ready mindset, continuous improvement and optimisation focus, and innovative thinking.

What you’ll do

Delivery Excellence & Governance

- Own end to end delivery of BAU managed services across service desk, infrastructure, cloud, and application support
- Ensure consistent achievement of contractual SLAs, OLAs, KPIs, and service credits avoidance
- Oversee ITIL-aligned processes including Incident, Problem, Change, Request, and Release Management
- Lead operational escalations and ensure timely resolution with root cause and preventative actions
- Ensure service stability, availability, resilience, and security standards are maintained

Risk Management





- Assess and actively manage commercial and delivery risk associated with engagements to qualify engagements and determine the degree of delivery management support required.

Financial & Commercial Management

- Own financial accountability across managed and professional services revenue streams
- Manage delivery margins, cost controls, forecasting, and budget performance
- Ensure accurate time recording, billing, and revenue recognition
- Identify margin leakage, SLA penalty risks, and cost inefficiencies
- Drive profitability improvements through service optimisation, automation, and delivery efficiency
- Support renewals, scope variations, and change control in partnership with sales and account teams

Team Leadership & Capability

- Lead, mentor, and develop a team of IT professionals, fostering a high-performance, accountable, and team-oriented culture.
- Manage capacity planning, performance, and succession coverage within the team, ensuring the right skills and coverage for current and upcoming demand, helping to identify areas of upskill in alignment with evolving customer requirements.
- Work with teams within Managed Services to promote adoption of modern engineering and delivery practices (such as DevOps, AI and automation, observability) to improve throughput, quality, and predictability.

What we’re looking for

- 10 years’ experience in technology delivery and managed services, including 5 years in a leadership role overseeing multi-disciplinary teams (cloud, applications, ITSM, EUC) with direct people management responsibility.
- Proven track record of owning end-to-end service delivery across BAU support and change, with strong accountability for SLAs, KPIs, customer satisfaction, and continuous improvement in a managed services or outsourcing context.




- Strong delivery-technical literacy: able to engage credibly with engineers on technical concepts, and to challenge feasibility, risk, and trade-offs constructively.
- Demonstrated ability to design and run service governance: operational dashboards, SLA/KPI reporting, service reviews, major incident oversight, and problem management that drives measurable stability and efficiency gains.
- Excellent stakeholder management and communication skills, with experience working alongside senior business leaders, product owners, and executive stakeholders, with the ability to present clear, evidence-based status, risks, and options.
- Formal qualifications or certifications in IT service management and delivery (e.g., ITIL, PMP, PRINCE2, SAFe, CSM) and/or tertiary qualifications in IT, Business or related disciplines (Bachelors Degree or above).
- Experience in highly regulated industries (financial services, utilities, healthcare, public sector) where audit, compliance, and risk management are critical.

Why Join Us:

- Deliver tangible business impact through operational excellence.
- Work with cutting-edge tools and AI-enabled platforms.
- Be part of a high-performing, client-obsessed team that values growth and innovation.

Take the next step with us. Apply now and make a real impact.

Your skills. Our impact. Together unstoppable. At NRI, you’ll work on meaningful projects, tackle complex challenges, and see the tangible difference your expertise makes. We value diverse experiences and perspectives, creating an inclusive, collaborative, and high-performing workplace. Don’t worry if you don’t meet every requirement listed - we prioritise attitude and capability, and you might be the perfect fit for this role or another within NRI.

NRI Australia & New Zealand is committed to building a culturally diverse and inclusive workplace and strongly encourages applications regardless of gender, age, ethnicity, sexual orientation, or disability.

📌 Client Delivery Director (Brisbane)
🏢 NRI Australia u0026 New Zealand
📍 Brisbane