sample Senior customer‑facing technical leader for Spirit’s key clients, bridging the divide between account and service management. The Technical Delivery Manager (TDM) would be expected to hold expertise in at least two major Spirit offerings that reflect the needs of our clients in each geography. The TDM will work as the de‑facto IT Operations Manager and/or advisor for multiple clients. The main driver is to deliver and maintain steady‑state IT portfolio, drive delivery‑led growth, focus on mapping/mitigating risks and handling issues/escalations, preparing monthly reports, while driving continuous improvement (via technical road‑mapping, POC/POV/MVP). The TDM also supports small scale renewals & orders with coordinated support via Business Operations and Pre-Sales.
KEY ACCOUNTABILITIES
Service Health & Reporting
1. Work to maintain & report on service‑health to agreed levels across assigned clients for active delivered services
2. Produce and maintain contract-compliance matrix
Within 45 days onboarding; o Review quarterly
3. Own client RAID register; update monthly and surface risks in roadmap sessions and/or relevant reporting cycles (i.e. monthly or quarterly)
Technical Roadmap, Account Planning & Growth
4. Deliver annual technical roadmap/account plan; update quarterly with Sales team
9. Manage renewals/subscription true‑ups o 100 % on time
10. Produce SoW (with pre‑sales & business operations)
Within 3 business days of agreed scope
Continuous Improvement & Innovation
11. Sponsor / lead ≥3 CSI initiatives per client/year reducing cost or risk ≥10 %, or driving new innovation with existing/new platforms/tools
CAREER PATH POTENTIAL
SKILLS AND QUALIFICATIONS
Proven work experience as a Technical Account/Delivery Manager matched to Spirit’s offerings.
Thinks at a systems-level, making decisions that optimise Spirit’s entire service value chain and strategic goals.
Balances customer outcomes with cost, risk and margin to keep solutions commercially sound.
Stays calm and adaptive in fast-moving environments, guiding teams smoothly through change.
Actively mentors L1–L3 engineers, sharing know-how and building clear SFIA-aligned growth paths.
Embeds secure-by-design thinking in every delivery decision to minimise cyber and compliance risk.
Leverages Spirit’s core platforms/tools and other data to spot trends, prevent issues and drive improvement
PERSONAL QUALITIES AND ATTRIBUTES
Models Spirit’s values and fosters a psychologically safe, high-ownership team culture.
Outstanding written and verbal communication skills, with the ability to effectively liaise with technical teams, clients, and stakeholders, both technical and non-technical audiences.
Ability to articulate complex ideas and concepts clearly and concisely
Proficient in setting and managing priorities effectively, ensuring focus on critical tasks and objectives amidst competing demands.
High level of attention to detail, ensuring accuracy and precision in incident documentation, communication, and resolution processes.
Capacity to work unsupervised, proactively using initiative to address challenges and drive continuous improvement within incident management practices.
Demonstrated integrity and excellent decision-making skills, maintaining ethical standards and making informed decisions aligned with organisational goals and values.
Strong interpersonal skills, fostering positive relationships and effective collaboration with colleagues, clients, and stakeholders.
Ability to align and articulate Technical and Business needs to a commercial outcome and supporting business case
