IT Service Delivery Manager

Role Summary

The Technical Delivery Manager (TDM) is responsible for leading end-to-end delivery governance across all operations (Run) and engineering (Build) tracks, ensuring seamless execution of Newport Healthcare’s AI-First transformation program.

The role oversees service delivery across Service Desk, Command Center, Infrastructure, Cloud, and Database operations, while also driving AI-led modernization in SDLC, automation adoption, and engineering enablement.

The TDM acts as the primary offshore liaison with the customer and onshore leadership, ensuring delivery excellence, proactive communication, and alignment to business outcomes.

Key Responsibilities

Program Governance & Leadership

• Lead end-to-end delivery across Operations and Engineering tracks under a unified AI-First transformation charter.
• Ensure consistent adherence to SLAs, KPIs, and service governance processes.
• Coordinate with onshore Delivery and Account leadership for seamless stakeholder alignment.
• Conduct governance cadences — daily stand-ups, weekly reviews, monthly steering sessions.
• Oversee transition, knowledge management, and audit compliance.