Service Delivery Manager

We are seeking a proactive and strategic Service Delivery Manager to lead the operational delivery and continuous growth of complex service offerings within our organization. This role acts as a key link between project delivery and long-term operational stability, managing multiple teams and ensuring seamless end-to-end service management from design through Go-Live and beyond.

The Service Delivery Manager will provide leadership across cross-functional teams, drive operational excellence, and own the delivery lifecycle including coordination of key project phases such as Low-Level Designs (LLDs), Operational Readiness Testing (ORT), and Go-Lives. This role requires a seasoned professional with strong experience in managing complex workflows, stakeholder relationships, and continuous service improvement, preferably in IT, operations, or transport sectors.

Leadership & Team Management:

• Lead, mentor, and manage multiple service delivery and operations teams, fostering a culture of high performance, collaboration, and continuous improvement.
• Develop team capabilities through coaching, training, and professional development initiatives.
• Allocate resources effectively to meet project and operational demands, ensuring capacity planning aligns with business priorities.
• Manage operational escalations and complex issue resolution, acting as the escalation point for the wider service delivery function.

Service Delivery & Operational Ownership:

• Own end-to-end service delivery processes, ensuring high standards of quality, compliance, and customer satisfaction.
• Oversee the implementation and execution of new service offerings, ensuring operational readiness and business continuity.
• Define, review, and enforce operational policies, procedures, runbooks, and KPIs/PIs.
• Drive service quality assurance, performance reporting, and internal service reviews to identify opportunities for improvement.
• Lead cross-functional coordination across delivery teams, partners, and stakeholders to ensure alignment and timely execution.

Project & Change Management:

• Partner with project teams to embed operational considerations early in design and build phases, particularly during Low-Level Design and Operational Readiness Testing.
• Provide operational leadership for Go-Live planning and execution, minimizing risk and ensuring smooth transitions.
• Collaborate with project and business teams to support change management initiatives and continuous service improvement.
• Own the development and validation of SOPs, escalation procedures, and knowledge transfer programs from project delivery to operations.

Stakeholder Engagement & Communication:

• Build and maintain trusted relationships with internal and external customers, serving as the senior point of contact for service delivery matters.
• Communicate proactively with stakeholders at all levels, delivering regular updates, managing expectations, and driving transparency.
• Advocate for customer needs and feedback to shape service design and operational improvements.

• 7+ years' experience in service delivery, operations management, or a related leadership role, ideally within IT, transport, or complex operational environments.
• Proven track record managing and developing multi-disciplinary teams.
• Deep understanding of service lifecycle management, including incident, problem, and change management.
• Experience supporting complex projects through LLD, ORT, and Go-Live phases with operational readiness focus.
• Strong background in writing, presenting, and enforcing operational policies, procedures, and runbooks.
• Exceptional stakeholder management and communication skills, able to influence at senior levels.
• Proficiency with project management and collaboration tools such as MS Project, Teams, Excel, and service management platforms.
• Ability to analyse operational metrics and drive data-informed decisions.
• Demonstrated ability to lead service delivery improvements and manage escalations effectively.

• Holidays: 24 days per annum + Irish bank holidays (options to buy/sell days)
• Pension – 7% employee and 7% employer
• Flexible/hybrid working options
• Charitable initiatives
• Learning and development programs
• Innovative & collaborative work environment

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.

Mid-Senior level

Full-time

Technology, Information and Media and Engineering Services

Dublin, County Dublin, Ireland