Service Delivery Manager
- Job Ref: 6064
- Location: Dublin, Ireland
- Type: Permanent
OverviewThe Service Delivery Manager will report into the Head of IT and will be responsible for the following key activities: • Production support of all service requests and issues across all company applications and IT operations • Customer relationship management and prioritisation and delivery of customer requests • Vendor Management • Budgetary Control and MI • Leading and mentoring the Service Delivery Team • Form part of the IT Senior Management Team – provides strategic input and support to overall management team in addition to Head of IT • Culture – be a role model for company values
• Ensure service delivery aligns to ITIL and business requirements • Establish effective MI to track and improve KPI and SLA • Proactive priority and capacity planning across the team • Incident Management - including customer communication and issue resolution for all incidents, problems and major incidents • Problem management with proactive identification of trends and root cause analysis
• Customer relationships and service measured and improved across the business (e.g. NPS calls, customer survey) • Customer request prioritisation with customers and working with other IT Managers on overall prioritisation • Work with colleagues internally and across group to collaborate and contribute to the group • Provide clear communication channels into IT • Ensure appropriate service is delivered at all times, across all business lines and that feedback is sought from key stakeholders to fully assess the service quality.
• Own and Maintain vendor relationships, account management and escalation process • Continually review commercial and technical service to ensure best value for utmost and alignment with strategy • Work with budget owner to establish and track budget
Oversight of maintenance checks and provide metrics on execution • Management of the deployment of regular approved changes or patches
Strong fiscal awareness with responsibility for assisting with the overall management of the IT budget and implementation of controls. • Provides Head of IT with clear metric and reporting on allocated costs for the Group.
Structure and manage team to ensure delivery of team objectives within the agree timelines in line with IT strategy • Maintain a positive and ethical work climate that is conducive to attracting, retaining and motivating top quality IT Specialists. • Ensure development, skill and career path in place for team • Develop training plan cross skill, resilience planning in place for teamStructure and manage team to ensure delivery of team objectives within the agree timelines in line with IT strategy • Maintain a positive and ethical work climate that is conducive to attracting, retaining and motivating top quality IT Specialists. • Ensure development, skill and career path in place for team capability, including Service Desk Manager
Contributing to the creation of a culture of risk awareness and the highest standards of corporate governance. • Assess operational risks associated day-day activities and implement risk mitigation controls as necessary. • Ensure operational risk events are reported on a timely basis and risk event actions are completed within agreed timelines. • Responsible for the implementation and achievement of all compliance and audit requirements
Is a role model in demonstrating the behaviors and culture across the organisation. • Represents company strategy and commercial decisions in a proactive and positive manner. • Leads by example, to motivate and assist with managing change across the organisation
Essential Qualifications, Skills and Experience • Relevant third level degree qualification in IT or equivalent desirable • At least 10 years’ experience in leading IT Service delivery teams desirable • Qualification in relevant frameworks or security standards desirable • The ability to strategically analyse business needs and conceive, design, and develop innovative solutions • Acts as a role model to the team and demonstrates the ability to mentor and develop individuals • The ability to effectively manage stakeholders at all levels of the organisation • Excellent verbal and written communication skills • Must be willing to travel between both sites and other territories where required.