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Service Delivery Manager
1 month ago
Department: Biz Apps - CE
Employment Type: Full Time
Location: Dublin
Description We are looking for a motivated and customer-focused Service Delivery Manager to support the delivery and improvement of our support services. This is an exciting opportunity for someone with a solid foundation in IT service delivery or enterprise support who is ready to take the next step in their career. You will work closely with senior managers and cross-functional teams to ensure high-quality service delivery and contribute to continuous improvement initiatives.This role will report to the Service Delivery Services Function.
Key Responsibilities Service Quality & Performance Support
· Assist in tracking and reporting on customer SLAs and KPIs. · Support implementation of service quality processes and help identify opportunities for service improvement. · Help coordinate incident and problem resolution activities. · Compile and prepare regular service performance reports
Customer Relationship Support
· Maintain regular contact with assigned support customers. · Help organise and participate in service review meetings. · Assist with managing support escalations under senior guidance.
Change Management Support
· Assist in coordinating change requests, ensuring proper documentation and approvals are in place. · Track the impact of changes on service delivery and escalate if issues arise.
Continuous Improvement
· Help identify inefficiencies in service delivery processes and suggest improvements. · Participate in improvement initiatives focused on customer satisfaction and operational excellence. · Support implementation of service quality processes and help identify opportunities for service improvement.
Skills, Knowledge and Expertise · 2–5 years of experience in IT service delivery, support coordination, or a similar role · Familiarity with enterprise applications, preferably Microsoft Dynamics or related platforms. · Basic understanding of ITIL principles and service lifecycle stages. · Experience using ITSM tools like ServiceNow or similar. · Willingness to learn, take initiative, and grow into a senior service delivery role.
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