IT Enterprise Service Delivery Manager in Dublin

We are currently looking for an IT Service Delivery Manager. This role is based on customer premises in Dublin city centre, this is a team lead role, supporting an enterprise client 1500+ user base in a managed services environment.The successful candidate with be ITIL certified and have experience with delivering multifaceted IT projects, operational management and client relationship management.

Key Responsibilities:

  • Engage with clients to capture service requirements and creation of SOW
  • Develop a deep understanding of client’s needs and strategy
  • Develop internal programs to deliver service requirements
  • Project Operational Management and Reporting
  • Owner of the Incident, Request, Change and Escalation processes
  • Incident management, change management, problem management
  • Co-ordinating of disaster recovery planning and management of processes
  • Develop service SLAs and KPIs and monitoring and reporting on same
  • Work with company management to ensure SLAs and KPIs are met
  • Capacity management with reporting
  • Meetings and presentations at CXO level
  • Champion service and support in projects, ensuring service impact is minimised and agreed
  • Ensure technical teams are working to best practice
  • Continual Service Improvement Programs with clients
  • Responsible for day to day management of delivery team
  • Implementation of change control process across all services to ensure changes are delivered in line with best practice and service revenue is maximised
  • Ensure all processes are documented, distributed and kept up to date
  • Ensure reporting is documented, automated and in line with client requirements
  • Documentation of escalation and change control processes
  • Manage all non-standard service requests
  • Vendor management
  • Work closely with sales team to provide insight and identify and track opportunities as they emerge

Required Skills & Experience:

  • Minimum 4 years’ experience in a Service Delivery Manager Role
  • Exceptional experience in client relationships, maintaining, developing and negotiating agreed SLA’s with strategic accounts.
  • A strategic thinker with excellent communication skills
  • Strong leadership and people management skills
  • Self-motivation and ability to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Excellent organisational skills
  • Excellent written and verbal communication skills
  • A passion for service improvement
  • Able to manage sensitive and confidential information
  • Experience with large Enterprise clients
  • ITIL Certified
  • Background in IT Technologies advantageous
  • Own car required
  • Garda / Police vetting required as part of the onboarding process

To apply for this position, please email your CV to and indicate the name of the position you are interested in.

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