Technical 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 Healthcares 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.

AI-First Operations (AI-Ops & Command Center)

• Drive integration of AI-Ops across monitoring, triage, and automated remediation.
• Identify operational automation opportunities through ticket analytics and pattern detection.
• Govern the development and deployment of AI playbooks, bots, and self-healing scripts in Microsoft ecosystem (Azure Sentinel, SOAR, Power Automate).
• Mentor Command Center and Service Desk teams on intelligent automation execution and documentation.

AI-First Engineering & SDLC Acceleration

• Collaborate with engineering leads to embed AI across SDLC stages:
• Requirements User Stories Code Testing Documentation Change Impact.
• Oversee development of AI agents for SDLC efficiency (e.g., test generation, code documentation, change impact analysis).
• Ensure engineering velocity improvements through automation and agent integration with Azure DevOps, GitHub, Playwright, and Figma.
• Track adoption of AI-first tools and provide maturity metrics to leadership.

Stakeholder & Customer Management

• Serve as the primary offshore contact for Newport stakeholders and onshore program owners.
• Manage communications, reporting, and escalations across teams and leadership tiers.
• Translate business priorities into actionable plans for offshore execution.
• Drive proactive engagement and innovation showcases (demos, early wins, reports).

Continuous Improvement & Team Development

• Lead RCA and improvement cycles across L1–L3 delivery functions.
• Foster cross-practice collaboration between Infra, AI, and Engineering teams.
• Identify skill gaps and define upskilling plans for AI-Ops and AI-SDLC readiness.
• Drive automation-led reduction in manual incidents and improved MTTR.

Required Skills & Experience

• 10–15 years of experience in IT Infrastructure or Engineering Program Management.
• Strong background in Microsoft Azure, AI-Ops, and AI-led SDLC transformation.
• Proven experience managing global delivery teams (onshore/offshore).
• Hands-on familiarity with Azure Monitor, Sentinel, SOAR, M365, Power BI, and Azure DevOps.
• Certifications: ITIL, PMP, or Agile/Scrum Master preferred.
• Excellent stakeholder communication, analytical thinking, and leadership skills.