IT Service Delivery Manager

IT Service Delivery Manager (6-Month Contract) Contract: 6 months Co Dublin/Swords Day Rate: Circa 500 - 550 eur DOE Start Date: ASAP Eligibility: Candidates must hold an EU/Irish passport or a valid permit to work in Ireland. Sponsorship is not available for this role. We are seeking an experienced IT Service Delivery Manager to support a range of critical operational IT services across a complex, high-availability environment. This role is central to ensuring service continuity, performance, and the effective management of both internal stakeholders and external suppliers. In addition to managing day-to-day service delivery, the successful candidate will contribute to the implementation of ISO/IEC 20000 standards to strengthen our IT Service Management (ITSM) framework and promote best-practice operations. Key ResponsibilitiesService Delivery Management Manage day-to-day delivery of key IT services, including service level performance, reporting, and operational oversight. Act as the primary point of contact for business stakeholders, coordinating resources for first- and second-line support. Manage relationships with third-party suppliers to ensure quality, value, and effective incident resolution. Drive a proactive and continuously improving service delivery model. Monitor service levels and address performance gaps with relevant technical teams. Lead the resolution of service failures to minimise operational disruption. Support the demand process for new business and operational requirements. Participate in an on-call rotation supporting 24/7 operational environments. Assist with after-hours system changes and deployments when required. Participate in disaster recovery and business continuity activities, including test scheduling and oversight. Provide leadership and mentoring across IT teams to ensure capability, capacity, and training needs are met. Support the development of an end-to-end monitoring operations centre for IT services. Lead problem management efforts, including root cause analysis and implementation of remedial actions. Collaborate with the IT PMO to support the smooth transition and implementation of new systems and services. Ensure full compliance with IT standards, security policies, and regulatory requirements. Contribute to technology lifecycle planning and upgrades across cloud and corporate IT environments. Implement and maintain ITIL v4-aligned processes and ensure documentation meets operational and audit requirements. Provide escalation support to technical teams where required. ISO/IEC 20000 Implementation Establish and document a compliant Service Management System (SMS) in line with ISO/IEC 20000 requirements. Define scope, governance, and management responsibilities for the SMS. Champion best-practice service management processes across the organisation. Required Knowledge & Experience Strong working knowledge of ITIL practices across incident, request, problem, change, and continual service improvement. Proven experience with contract negotiation and supplier management. Ability to interpret operational business needs and align future service offerings accordingly. ITIL v4 certification (Foundation or higher). Key Skills Strong customer and business focus. Broad technical knowledge across enterprise IT domains. Excellent business analysis and process mapping capabilities. Clear and confident communication skills at all levels. Ownership mentality with a commitment to delivering results. Flexible and proactive work approach. Continuous improvement mindset. Strong organisational skills with the ability to work under pressure. Skills: Service Delivery Leadership ITIL / ITSM Expertise Stakeholder & Supplier Management