Service Delivery Manager- Dublin

1 week ago

Dublin, Dublin City, Ireland Ergo Full time
Service Delivery Manager- Dublin (On-site) (BBBH2863) Dublin, Republic of Ireland

IT Resourcing is seeking a Service Delivery Manager for a permanent role with a large client.

A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques.

On a day-to-day basis, a Service Delivery Manager will lead collaborative and planning processes, prioritising the work that needs to be done against the capacity and capability of the team.

On-site role (4 + days a week) in the office, based in South Dublin.

Duties & Responsibilities:

  1. Reporting to the Chief Technical Officer (CTO) and Managing Director (MD), you will oversee your business unit, manage your team, and mentor your engineers.
  2. Team Development: Mentor and develop the growing engineering team.
  3. Resource Controllers: Guide and mentor Resource Controllers, implement daily structures, and assist with escalations.
  4. Business Growth: Ensure the delivery and growth of the business unit's margin.
  5. Revenue Maximization: Maximize revenue and profitability per employee through effective KPI management.
  6. Commercial Awareness: Increase the team's understanding of SLA obligations and commercial awareness.
  7. Pricing and SLA Review: Continuously review pricing and SLAs, and drive recommendations.
  8. Escalation Support: Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues.
  9. Documentation Implementation: Oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas.
  10. Service Levels and KPIs: Ensure the delivery of contracted Service Levels and KPIs.
  11. Client Response Framework: Provide a framework for swift and effective client responses.
  12. Business Ownership: Manage the business unit as if it were your own standalone business.
  13. Escalation Management: Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations.
  14. Sales Support: Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead.
  15. Client Engagement: Engage with potential clients to understand their needs and present tailored IT solutions.
  16. Solution Design: Collaborate with technical teams to design and propose solutions that meet client requirements.
  17. Proposal Development: Prepare detailed proposals, including cost estimates, timelines, and technical specifications.
  18. Presentations and Demos: Conduct product demonstrations and presentations to showcase the value of proposed solutions.
  19. RFP/RFI Responses: Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients.
  20. Technical Support: Provide technical support during the sales process to address client queries and concerns.

Essential Qualifications, Training, and Experience:

  1. People Management: Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams.
  2. MSP Industry: Must currently be working in the Managed Service Provider (MSP) industry.
  3. Client/Account Management: Essential experience in client or account management, preferably within the IT industry.
  4. Operational Management: Over 10 years of experience in managing operational roles.
  5. Performance Management: Proven experience in managing performance.
  6. Project Coordination: Experience in coordinating, implementing, and monitoring projects and processes.
  7. Improvement Activities: Experience in identifying, assessing, and developing activities to drive improvements.
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