Service Delivery Manager
3 weeks ago
The Job
1. Establish and maintain strong relationships with internal and external stakeholders.
2. Understand customer needs and provide the best service possible.
3. Handle escalated situations in which additional oversight and assistance is required.
4. Participate in the clients P1 & Major Incident Technical bridges.
5. Keep a view of all the Incidents & Service Requests raised for users.
6. Conduct Weekly connects with Support teams to ensure incidents & Requests are not aged and are resolved on time.
7. Report it back on a weekly basis.
8. Ensure service operations processes are aligned and delivered as per guidelines.
9. Identify opportunities for improvements in Operations and drive it for airline feedback.
10. Own accountability for achievement of all client KPI's and contractual obligations, being responsible for the overall performance of TCS scope of operations.
11. Organise monthly, quarterly, and yearly performance reviews with stakeholders and develop relationships and feedback channels to improve continuously the services.
12. Closely work with Offshore and near shore teams to deliver the services.
Key skills/ experience:
- Proven experience in IT in large corporate environments.
- In-depth working knowledge of service management processes (Incident, Problem, and Change Management).
- IT skills to understand and articulate infrastructure and application problems to stakeholders.
- Commitment to delivering customer service excellence and high-quality work.
- Excellent verbal and written communication skills.
- Demonstration of self-motivation, self-confidence, flexibility, adaptability, and open-mindedness.
- Ability to anticipate, successfully negotiate and solve problems.
- Able to resolve conflicts when they arise.
Good to have:
- Good Knowledge on monitoring tools such as Nagios, Tivoli, Splunk, Dynatrace.
- Ability to deliver in a high-pressure, dynamic environment working to tight SLAs.
- Good Knowledge on ServiceNow ITSM tool & Reporting.
- ITIL V3 Certified.
Rewards & Benefits
Based in Dublin. (Hybrid – 3 days a week on site). Permanent Role. They offer competitive salaries, including pension, health care, life insurance, laptop, phone, access to extensive training resources, company discounts, on-site parking, and more.
The candidate must be eligible to work in Ireland/EU.
Please do not hesitate to contact David Coyle at 01 6351748 or email david@methodius.com
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