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Service Desk Delivery Manager

1 month ago

Dublin, Dublin City, Ireland EVAD Technology Group Full time

Join to apply for the Service Desk Delivery Manager role at EVAD Technology Group.

Get AI-powered advice on this job and more exclusive features.

A service delivery manager is responsible for ensuring seamless service delivery to clients. They lead project teams, resolve reliability issues, monitor progress, track KPIs, and coach teams on Agile tools and techniques.

On a daily basis, a Service Delivery Manager will lead collaborative planning processes, prioritizing work based on team capacity and capability.

Job Details
  • Company: EVAD Technology Group Limited
  • Location: Head office at Unit 3, Robinhood Road, Dublin 22, and customer sites in Dublin and surrounding counties
  • Start Date: ASAP
  • Contract Type: Full-time
  • Career Level: Preferably 10+ years of experience
  • Salary: To be confirmed based on experience
  • Working Hours: 8:45 am - 5:30 pm, Monday to Friday (may include shifts 8am-4.45pm or 9.15am-6pm)
Duties & Responsibilities
  • Oversee business unit, manage team, mentor engineers
  • Enhance skills of engineering department
  • Mentor and develop engineering team
  • Guide Resource Controllers, implement structures, assist with escalations
  • Ensure business growth and margin delivery
  • Maximize revenue and profitability per employee
  • Increase understanding of SLA obligations and commercial awareness
  • Review pricing and SLAs, recommend improvements
  • Support escalations, mentor engineers
  • Oversee documentation and commercialization of ideas
  • Provide feedback to Directors
  • Foster positive team climate and culture
  • Lead by example, promote high customer service standards
  • Ensure delivery of Service Levels and KPIs
  • Develop client response frameworks
  • Build internal and external relationships
  • Manage business as if it were own
  • Build and maintain client relationships
  • Own major incident escalations, coordinate resolutions, communicate, and conduct reviews
Pre-Sales Responsibilities
  • Support sales with technical expertise
  • Engage with clients to understand needs and propose solutions
  • Design solutions, prepare proposals, conduct demos
  • Respond to RFPs and RFIs, provide technical support
Essential Qualifications, Training, And Experience
  • Over 10 years in managing people and teams
  • Experience in MSP industry
  • Experience in client/account management in IT
  • Over 10 years managing operational roles
  • Proven performance management skills
  • Experience coordinating projects and driving improvements
  • Flexible, adaptable, tolerant in dynamic environments
Our Ideal Candidate
  • Strong decision-making and communication skills
  • Ability to adapt and solve unstructured problems
  • Relationship builder with influence skills
  • Leadership and coaching abilities
  • Target-focused, organized, motivated
  • Capable of managing sensitive info
Skills

Sales Support, Client Engagement, Solution Design, Technical Support, MSP Industry, RFP/RFI Responses

Seniority level
  • Director
Employment type
  • Contract
Job function
  • Project Management and IT
Industries
  • IT Services and Consulting
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