Technical Delivery Manager

NTT DATA is seeking a Technical Delivery Manager to join our team in Dallas, Texas.

About the role

The Technical Delivery Manager serves as the bridge between technical teams, service delivery teams, and business stakeholders. They are accountable for ensuring IT operations run efficiently, incidents are managed effectively, risks are controlled, and technology services support business objectives.

Responsibilities

• Service Delivery Management
  • Ensure IT services are delivered according to agreed Service Level Agreements (SLAs).
  • Monitor operational performance, availability, and reliability.
  • Drive service improvements and operational excellence.
  • Manage service reviews with clients and stakeholders.
• Operational Leadership
  • Lead infrastructure, cloud, network, security, storage, database, and platform support teams.
  • Coordinate incident, problem, and change management activities.
  • Ensure critical issues are resolved within agreed timelines.
  • Oversee major incident management and escalation processes.
• Technical Oversight
  • Provide technical direction and governance.
  • Review architecture, operational risks, and technology roadmaps.
  • Support modernization initiatives, cloud migrations, automation, and infrastructure transformation efforts.
  • Ensure operational readiness for new solutions and projects.
• Risk, Security, and Compliance
  • Manage operational risks and vulnerabilities.
  • Ensure compliance with security, audit, and regulatory requirements.
  • Oversee remediation plans and risk register management.
  • Maintain business continuity and disaster recovery preparedness.
• Financial and Resource Management
  • Manage operational budgets and vendor relationships.
  • Optimize resource utilization and staffing.
  • Ensure delivery commitments are met within budget constraints.
• Stakeholder and Client Management
  • Act as the primary point of contact for operational and technical issues.
  • Communicate service health, risks, and improvement initiatives to leadership.
  • Build strong relationships with clients, vendors, and internal teams.

Success Measures

A successful Technical Delivery Manager is typically evaluated on:

• Service availability and reliability
• SLA achievement
• Incident and problem resolution effectiveness
• Customer satisfaction
• Security and compliance adherence
• Cost optimization
• Team performance and operational maturity

Qualifications

• 10+ years in an IT Delivery role

Preferences

• Experience managing IT operations in a managed services, healthcare, insurance, or BPO environment.
• Working knowledge of ITIL practices, including incident, problem, change, request, and service level management.
• Experience leading cross-functional infrastructure teams across cloud, network, security, database, storage, and end-user support.
• Familiarity with 24x7 production support models, operational readiness, and major incident management.
• Ability to translate technical issues into clear business impact statements for clients and leadership.
• Experience with service reporting, SLA tracking, operational dashboards, and executive service reviews.
• Knowledge of risk management, vulnerability remediation, audit readiness, and compliance-driven operations.
• Experience supporting business continuity, disaster recovery, and resiliency planning.
• Vendor management experience, including tracking deliverables, escalations, and service performance.
• Strong client-facing communication skills with the ability to manage expectations and drive issue resolution.
• Exposure to automation, process improvement, cloud transformation, and operational efficiency initiatives.
• ITIL Foundation, PMP, Agile, cloud, security, or infrastructure-related certifications are preferred.

Schedule

• Required schedule availability: Monday-Friday (08:00am to 05:00pm CST).
• This role requires support for a 24x7 operational environment to ensure continuous information availability, timely incident response, and uninterrupted service delivery in alignment with client business requirements.

Pay

The starting pay range for this role is $116,175 – $193,625. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

Benefits

• Medical, dental, and vision insurance with employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance program
• 401k program with company match
• Additional voluntary or legally-required benefits