Service Delivery Lead

Duties and Responsibilities The Service Delivery Lead is responsible for ensuring the effective, reliable, and strategic delivery of ICT services across the agency.
This role combines service management with strong technical leadership, ensuring that infrastructure, enterprise applications, AI tools (e.g.
Microsoft Copilot) and project delivery are all aligned to support high-quality, user-focused ICT services.
The role also includes a Business Relationship Management (BRM) function, ensuring that ICT services evolve in line with business needs and priorities.
Service Management Lead the delivery and continuous improvement of ICT services in line with ITIL best practice.
Manage SLAs, KPIs, and service reporting across internal teams and third-party providers.
Ensure high levels of service availability, performance and user satisfaction.
Integrate technical service componentssuch as infrastructure, applications and AI toolsinto a cohesive and responsive service delivery model.
Technical & Infrastructure Oversight Provide technical leadership across core ICT infrastructure, including networks, servers, storage and cloud platforms (Azure/AWS).
Oversee the design, implementation and support of enterprise applications (e.g.
ERP, CRM, HRIS).
Ensure robust infrastructure planning, capacity management and lifecycle maintenance.
AI & Digital Productivity Champion the adoption and integration of AI-powered tools such as Microsoft Copilot to enhance productivity and digital workflows.
Collaborate with business units to identify opportunities for automation and intelligent assistance.
Project & Change Management Lead and coordinate ICT projects from initiation through to delivery, ensuring alignment with strategic objectives, timelines and budgets.
Apply structured project management methodologies (e.g.
PRINCE2, Agile) to manage risk, scope and stakeholder expectations.
Oversee change management processes to ensure smooth transitions and minimal service disruption.
Business Relationship Management (BRM) Act as a strategic partner to internal departments, understanding their goals and translating them into ICT service requirements.
Facilitate demand planning, service reviews and prioritisation of ICT initiatives.
Build strong, trust-based relationships with stakeholders to ensure ICT is seen as an enabler of business value.
Governance & Compliance Ensure ICT operations comply with relevant legislation, standards and policies (e.g.
GDPR, ISO 20000).
Support internal and external audits, risk assessments and policy development.
Note: The functions and responsibilities initially assigned to the position are based on the current organisational requirements and may be changed from time to time.
The person appointed requires the flexibility to fulfil other roles and responsibilities at a similar level within the Authority.
Essential Criteria Please note: In order to satisfy the shortlisting panel that you meet these criteria you must explicitly reference how you meet same in your application.
Failure to demonstrate these may prevent your application progressing to future shortlisting stages.
Each candidate must meet the following requirements at the time of the competition closing: Hold a minimum of an NFQ level 7 qualification in Computer Science, Information Systems, or a related field; Have a minimum of 7 years satisfactory experience in ICT service delivery, with at least 2 years in a technically hands-on role; Have at least 3 years proven experience managing ICT infrastructure and enterprise applications; Possess strong project management skills with experience delivering complex ICT initiatives; Familiarity with AI tools such as Microsoft Copilot or similar technologies; Demonstrated experience in stakeholder engagement or business relationship management; and Excellent communication, leadership, and problem-solving skills.
Desirable Criteria Please note: Should further shortlisting be required after essential criteria above, a selection of the following may be assessed.
The ideal candidate will also have: Experience driving digital transformation initiatives: proven ability to lead and implement digital transformation strategies that improve service delivery, operational efficiency and user experience; Proven track record in vendor and contract management: experience managing third-party ICT service providers, including contract negotiation, performance monitoring and issue resolution; Knowledge of cybersecurity best practices: familiarity with cybersecurity frameworks and practices, including risk management, incident response and compliance with standards such as ISO 27001; Strong data literacy and analytical skills: ability to interpret service metrics, generate actionable insights and support data-driven decision-making across ICT operations; and Experience leading cross-functional teams: demonstrated ability to lead and collaborate with multidisciplinary teams across technical and business domains to deliver integrated ICT solutions.

---