Service Delivery Lead

DUTIES AND RESPONSIBILITIES: The principal duties of the Service Delivery Lead include, but are not limited to, the following: Lead and manage Service Delivery resources, administrators, and documentation to ensure efficient team operations and service continuity. Represent Service Delivery in departmental, governance, risk, and project meetings, providing updates on performance, issues, and procedural matters. Oversee and maintain the ServiceNow service catalogue, including groups, approvers, owners, offerings, SLAs, and communications. Act as the authority on incident and change management, ensuring effective handling from initiation to closure, including root cause analysis. Coordinate and lead major incident response activities, acting as Major Incident Commander for Priority 1 incidents. Produce and present SLA and KPI reporting packs for Transport Technology Service Delivery to senior management. Support the onboarding of new services, contracts, and functions, ensuring alignment with Service Delivery standards and processes. Collaborate with internal and external teams and SMEs to resolve tickets, deliver tasks, and develop or update procedure documentation. Monitor the health of Transport Technology services and proactively identify areas for improvement or risk mitigation. Develop, document, and implement SOPs and Knowledge Base articles to support consistent and scalable service delivery. Mentor, coach, and train team members, including onboarding new staff and promoting continuous improvement in service delivery practices. Support compliance and audit readiness, including the use and expansion of enterprise tools for ticketing, risk, asset, and access management. Note:The functions and responsibilities initially assigned to the position are based on the current organisational requirements and may be changed from time to time. The person appointed requires the flexibility to fulfil other roles and responsibilities at a similar level within the Authority. Essential Criteria Please note: In order to satisfy the shortlisting panel that you meet these criteria you must explicitly reference how you meet same in your application. Failure to demonstrate these may prevent your application progressing to future shortlisting stages. Each candidate must meet the following requirements at the time of the competition closing: Hold a minimum of a NFQ level 7 qualification, preferably in an IT related discipline; Have a minimum of 5 years relevant experience in a Service Delivery role (preferably IT related to include change, incident and problem management), with at least 2 of these years leading a service delivery or customer support team; Demonstrate experience of enterprise monitoring applications for IT infrastructure and applications; Demonstrate experience in developing and running service processes and procedures, in accordance with a recognised service management standard (ITIL or equivalent); Demonstrate experience of stakeholder management in a complex multi-vendor IT, engineering, or transport business; Demonstrate experience managing, monitoring and meeting SLAs and KPIs; and Have strong English written and spoken communication skills. Desirable Criteria Please note: Should further shortlisting be required after essential criteria above, a selection of the following may be assessed. The ideal candidate will also: Have experience with service management (helpdesk) software (e.g. ServiceNow); Hold an ITILv3 Foundation equivalent or higher certification; Have experience of software development and testing processes; and Have experience or knowledge of the public transport industry.