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Service Delivery Manager

1 month ago

Dublin, Dublin City, Ireland Oliver James Associates Ltd. Full time
About the Role:
We are seeking a highly skilled and motivated Service Delivery Manager to lead and coordinate the delivery of critical IT infrastructure and cybersecurity services to our clients. This is a key leadership role, ensuring that SLAs are met, services are delivered efficiently, and that client satisfaction is consistently achieved and exceeded.

Key Responsibilities:

- Manage end-to-end service delivery for infrastructure and cyber operations, ensuring stability, performance, and compliance.

- Build and maintain strong client relationships, acting as the primary point of contact for all service-related matters.

- Monitor service metrics and KPIs, driving continuous improvement in service quality and operational efficiency.

- Collaborate with cross-functional teams including SOC, network, cloud, and support engineers.

- Handle incident escalation and ensure timely resolution, root cause analysis, and reporting.

- Oversee change management processes and ensure alignment with ITIL best practices.

- Manage vendor relationships and coordinate third-party support where required.

- Lead service review meetings, producing documentation and reporting to senior stakeholders.

Essential Requirements:

- Proven experience in service delivery within infrastructure and/or cybersecurity environments.

- Strong understanding of ITIL framework (certification preferred).

- Experience managing services across cloud (e.g., Azure, AWS), on-prem, and hybrid environments.

- Ability to manage multiple workstreams and stakeholders in a fast-paced, high-pressure environment.

- Solid understanding of cybersecurity principles, threat landscape, and compliance requirements.

- Excellent communication, interpersonal, and stakeholder management skills.

- Strong analytical and problem-solving capabilities.

Desirable:

- Experience working in a regulated industry (e.g., financial services, healthcare, government).

- Familiarity with ISO 27001, NIST, or DORA frameworks.

- Exposure to SOC, SIEM (e.g., Sentinel, QRadar), or endpoint security platforms.

- Experience in service delivery across MSP or consultancy environments.

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