Technical Service Delivery Manager

About Umbrellar Technology GroupWith over 20 years of industry experience, Umbrellar Technology Group Ltd is a trusted provider of cloud and IT infrastructure services in New Zealand. Our core focus is delivering best-in-class managed and professional services across Microsoft Azure, AWS and our own Private Cloud. At Umbrellar, we’re more than just a technology company — we’re a close-knit team that values collaboration, empowerment, continuous learning, and doing what’s right. We champion diversity and inclusion and foster an environment where everyone is supported to succeed.

Position PurposeThe Technical Service Delivery Manager (TSDM) is a hands-on, technically advanced role responsible for ensuring the seamless delivery of managed IT services across Azure, AWS, & Umbrellar Data Centre customer environments. This role provides end-to-end ownership of service outcomes by coordinating technical teams, delivery of projects, resolving incidents, and maintaining service quality. Acting as a technical leader, the TSDM engages directly with customer engineering teams to deliver infrastructure reviews, architectural guidance, proactive solution planning, and continuous service improvement. Internally, the role requires architect-level skills to design monitoring, alerting, Azure tooling, and FinOps practices.

This position combines delivery execution with strategic technical oversight to enhance both customer satisfaction and operational efficiency. Key ResponsibilitiesService Ownership & DeliveryManage end-to-end service delivery for assigned customers, ensuring alignment with SLAs, KPIs, and evolving business needs. Act as the primary operational contact for escalations, incidents, and service requests. Be able to review, specify, and deliver technical insights with tools such as Azure Advisor. Customer Engagement & Technical LeadershipCollaborate directly with customer engineering teams to understand requirements, shape solutions, and provide architectural and operational guidance. Maintain technical service roadmaps tailored to customer infrastructure maturity and best practice.

Umbrellar Operational ExcellenceLead the design and implementation of new Umbrellar scalable service delivery processes, monitoring, alerting, and FinOps tooling with a focus on AI integration. Proactively monitor service health, identify risks, and initiate corrective actions to maintain performance and reliability. Collaboration & CoordinationWork closely with internal teams and third-party providers to drive issue resolution, change implementation, and continuous improvement initiatives. Incident & Problem ManagementFacilitate root cause analysis (RCA) for major incidents, ensure effective follow-up, and lead service restoration activities as needed. Documentation & ReportingMaintain accurate documentation, including runbooks, escalation paths, and service records.

Deliver regular operational reports and insights to internal and external stakeholders. Onboarding & MaintenanceSupport the onboarding of new services and customers by ensuring monitoring, access, documentation, and support structures are in place. Oversee patching, backups, system health checks, and routine maintenance activities. Service Reviews & ImprovementConduct regular service review meetings with customers to discuss performance, feedback, and opportunities for improvement. Identify and drive operational efficiency initiatives. Project DeliveryOversee cloud projects, ensuring timely delivery and alignment with customer goals. Coordinate resources, manage risks, and maintain clear communication with stakeholders. Apply structured delivery practices and drive continuous improvement through post-project reviews.

 Skills and Experience7+ years in a technical support, infrastructure architecture and technical service delivery role. Hands-on technical experience in Microsoft Azure and VMware environments. Experience with Dev op’s and deploying infrastructure via code. Solid understanding of IT infrastructure, cloud platforms (especially Microsoft Azure), networking, and monitoring tools. Strong experience with ticketing systems, incident tracking, and SLA reporting. Familiar with implementing ITIL practices and structured service delivery approaches and configuring these tools. Comfortable working across multiple technical teams and vendors to manage customer outcomes. Skilled in creating and maintaining technical documentation and reports.

Experience in a managed services or multi-tenant environment is preferred.  Attributes and CompetenciesStrong attention to detail and process discipline. Excellent communication and customer service skills. Calm, analytical, and solution-focused under pressure. Highly organized and able to manage multiple concurrent tasks. Self-motivated, dependable, and proactive. Able to adapt to evolving technologies and changing business needs. Professional, courteous, and responsive in all customer and internal interactions. Why Join Us?We offer a people-first culture with a strong emphasis on personal and professional development. Our benefits include:

Competitive base salary + performance-based commission10 days of bonus leave on top of your 20 days of annual leave. Medical and life insurance for peace of mind. A modern, fun office environment in Takapuna. Onsite car parkInclusive, values-led culture that celebrates diversity, collaboration, and innovationEmployment CriteriaTo be eligible for this role, you must: Be Auckland basedBe a New Zealand Citizen or Resident, currently based in New Zealand. Hold a current NZ Driver’s Licence. Be able to pass a Ministry of Justice background check.