Service Delivery Manager

2 weeks ago

Ireland Interstate AC Service Full time

eir evo talent are currently seeking applicants for a Service Delivery Manager. This is a Fixed Term Contract (12 months) position located with our client in Dublin 8. This is a hybrid role requiring 2 days on site.

Responsibilities:
  • Full ownership for the transition of all ICT projects and services into the Service Management function. This includes working with the individual Project and Change Owners throughout the Project Management Life Cycle to ensure the requirements from Service Transition are build-in to each relevant milestone.
  • Responsibility for the delivery of all pre-agreed SLA’s. These SLAs are provided by 3rd party suppliers and MSP’s and ensure that the agreed Service Levels are achieved. Responsibilities include vendor management, exception processing, KPI reporting and ultimately End-User satisfaction.
  • Full ownership for the ServiceNow operating environment. As the primary ITSM tool within Service Delivery there is a strong requirement to enhance our return-on-investment in this product. As a result, the maximum number of features and services should be available for use, as required.
  • Ensure that the Service Management function is operating to the highest possible quality standard. This will involve managing a team of Service Management professionals and ensuring their roles and responsibilities are appropriate and aligned to the needs of the customer base. This will be achieved by a combination of mentoring, challenging, sampling and reporting.
  • Continuously monitor and improve Service Management capabilities by staying up-to-date with emerging trends, technologies, and best practices. This includes improving on existing processes and procedures, attending conferences, and collaborating with other Service Management professionals.

Requirements:

  • Experience in leading an Incident Response function within a large organisation.
  • Strong understanding of IT operations and security risk management.
  • Strong understanding & experience of ITSM general processes and services.
  • Excellent working knowledge of the ITIL framework.
  • Demonstrated ability to deliver service in high demand / pressure circumstances.
  • Excellent communication skills with demonstrated ability to communicate accurately and clearly to business and IT users.
  • Good reporting and documentation skills.
  • Good presentation skills & ability to host meetings to an audience.
  • Demonstrated ability to work on own initiative as well as in a team environment.
  • Strong interpersonal skills.

Qualifications and Certifications

  • Relevant qualification in IT, Computer Science, or related area.
  • Experience working with third party vendors including Managed Service Providers (MSP) and Security Operations Centers (SOC).
  • 5+ years of experience in a Service Management including 2+ years in a leadership/process owner role.
  • Good knowledge and experience of ITSM products and technologies.
  • Experience developing and implementing standards, processes and procedures based on the ITIL framework.
  • Excellent communication, project management, and leadership skills.
  • Relevant certifications e.g. ITIL, Prince2.

Candidates must be eligible to work in Ireland or currently hold a Stamp 1G/4 Visa to apply.

For more information please apply here or contact Niall Moloney/ niall.moloney@eirevo.ie

eir evo / eir evo talent is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo / eir evo talent apply all relevant Data Protection laws when processing your Personal Data.

If you choose to apply to this opportunity and share your CV or other personal information with eir evo / eir evo talent, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo / eir evo talent.

Ref: EET6018

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