Technical Delivery Lead (Cyber & Managed Services)

This role is focused on improving the operational delivery of our managed cyber security, cloud and connectivity services. Working closely with technical teams, operational leaders, account managers and customers, you'll lead the resolution of complex service delivery challenges, remove operational barriers, and drive continuous improvement across our managed services environment.

This is not a traditional Project Manager or Service Delivery Manager role. We are looking for someone with experience in cyber security, managed services, cloud, networking, or technology operations who can understand technical and operational challenges, coordinate cross-functional teams, and drive issues through to resolution.

What you'll be doing:

As a trusted problem solver across the business, you will:

• Act as a central escalation point for complex service, process and system-related issues.
• Assess and triage issues to understand root cause, severity and required action.
• Coordinate technical and operational teams to resolve issues impacting service performance and customer outcomes.
• Work with stakeholders across the business to remove roadblocks and improve service delivery.
• Monitor service performance metrics, including service availability, turnaround times, incident trends and customer satisfaction.
• Identify recurring operational issues and opportunities to improve efficiency and customer experience.
• Conduct root cause analysis and translate data into practical recommendations and actions.
• Track issue resolution, outcomes and lessons learned to help prevent future recurrence.
• Support and lead continuous improvement initiatives across the Cyber, Cloud & Connectivity Solutions business.
• Build strong working relationships with customers, operational teams and business leaders.
• Provide clear communication and visibility of issue progress, risks and outcomes.

What you'll bring:

To be successful in this role, you'll have:

• At least 5 years' experience in managed services, service operations, cyber security operations, technical delivery, or a similar technology environment.
• Experience working in cyber security, cloud, networking, telecommunications, digital technology, or related technical fields.
• A solid understanding of cyber security principles and industry trends.
• Demonstrated experience resolving complex technical or operational service delivery issues.
• Strong analytical, problem-solving and root cause analysis skills.
• Experience using operational and service performance data to identify trends and improvement opportunities.
• Exposure to continuous improvement, service excellence, ITSM, or operational improvement practices.
• Strong stakeholder management skills and the ability to work effectively across technical and business teams.
• Excellent communication, influencing and relationship-building skills.
• A pragmatic, customer-focused approach with a passion for improving services and outcomes.
• Relevant tertiary qualifications in business, operations management, technology, or a related discipline.
• The legal right to live and work in New Zealand.

Why join Kordia?

This is an opportunity to play a key role in improving how Kordia delivers critical cyber security, cloud and connectivity services to customers across New Zealand.

You'll work across a diverse range of technical and operational teams, solving real service challenges and helping drive service excellence, operational efficiency and customer outcomes.

If you have a strong technical operations background, enjoy solving complex problems, and want to make a meaningful impact in a leading cyber security and managed services business, we'd love to hear from you.