Service Desk Delivery Manager

2 weeks ago

Dublin, Dublin City, Ireland Evad Technology Group Full time

A service delivery manager isresponsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques. On a day-to-day basis, a Service Delivery Manager willlead collaborative and planning processes, prioritising the work that needs to be done against the capacity and capability of the team. 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 (you may also be required to cover shifts 8am-4.45pm or 9.15am-6pm) Duties & Responsibilities: Reporting to the Chief Technical Officer (CTO) and Managing Director (MD), you will oversee your business unit, manage your team, and mentor your engineers. Training and Upskilling: Enhance the skills of the engineering department and provide expertise when needed. Team Development: Mentor and develop the growing engineering team. Resource Controllers: Guide and mentor Resource Controllers, implement daily structures, and assist with escalations. Business Growth: Ensure the delivery and growth of the business units margin. Revenue Maximization: Maximize revenue and profitability per employee through effective KPI management. Commercial Awareness: Increase the teams understanding of SLA obligations and commercial awareness. Pricing and SLA Review: Continuously review pricing and SLAs, and drive recommendations. Escalation Support: Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues. Documentation Implementation: Oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas. Feedback to Directors: Provide regular feedback to Directors through file audits, one-on-one observations, and team meetings. Team Climate: Foster a positive climate and culture for the team to thrive. Leadership: Lead by example, promoting a culture of learning and high customer service standards. Service Levels and KPIs: Ensure the delivery of contracted Service Levels and KPIs. Client Response Framework: Provide a framework for swift and effective client responses. Relationship Building: Develop strong internal and external relationships. Business Ownership: Manage the business unit as if it were your own standalone business. Client Relationships: Build and maintain proactive, positive, and effective client relationships. Escalation Management: Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations. Pre-Sales Responsibilities: Sales Support: Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead. Client Engagement: Engage with potential clients to understand their needs and present tailored IT solutions. Solution Design: Collaborate with technical teams to design and propose solutions that meet client requirements. Proposal Development: Prepare detailed proposals, including cost estimates, timelines, and technical specifications. Presentations and Demos: Conduct product demonstrations and presentations to showcase the value of proposed solutions. RFP/RFI Responses: Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients. Technical Support: Provide technical support during the sales process to address client queries and concerns. Essential Qualifications, Training, and Experience: People Management: Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams. MSP Industry: Must currently be working in the Managed Service Provider (MSP) industry. Client/Account Management: Essential experience in client or account management, preferably within the IT industry. Operational Management: Over 10 years of experience in managing operational roles. Performance Management: Proven experience in managing performance. Project Coordination: Experience in coordinating, implementing, and monitoring projects and processes. Improvement Activities: Experience in identifying, assessing, and developing activities to drive improvements. Flexibility and Adaptability: Demonstrates the ability to be flexible, adaptable, and tolerant in a dynamic work environment while maintaining effectiveness and efficiency. Our ideal candidate: Decision Making and Communication: Exhibits strong decision-making abilities and excellent communication skills. Adaptability: Easily transitions between structured, process-oriented thinking and unstructured problem-solving. Relationship Building: Builds strong relationships and has the ability to influence others. Leadership and Coaching: Demonstrates strong leadership and coaching skills, empowering team members. Target Focused: Focused on managing and achieving SLA targets. Planning and Organizing: Possesses excellent planning and organizational skills. Motivation: Highly motivated and driven. Confidentiality: Capable of managing sensitive and confidential information effectively Skills: Sales Support Client Engagement Solution Design Technical Support MSP Industry RFP/RFI Responses

  • Service Desk Lead

    3 weeks ago

    Dublin, Dublin City, Ireland Eolas Recruitment Full time

    Our Dublin based client is looking for a Service Desk Lead to join their team on a permanent basis. This role requires an individual who can lead a team of IT support specialists, ensuring high-quality support and efficient resolution of user IT issues. The Service Desk Lead will be responsible for improving service delivery, enhancing user satisfaction, and...

  • Service Delivery Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Mars Capital Full time

    Job DescriptionPoint of Contact & Escalation for Company staff into ITResponsible for the execution and management of the IT Service Desk, Resolver Teams and InfoSec Security Team in the CompanyProblem ManagementProject Management experience to ensure the delivery of small projects within the IT Department.Proven Staff Management Skills – Direct Management...

  • Service Desk Consultant

    5 days ago

    Dublin, Dublin City, Ireland Codec Azure Full time

    Service Desk ConsultantDepartment: Service DeskEmployment Type: Full TimeLocation: DublinDescriptionThis is a Hybrid role with rota onsite requirement.We are seeking an experienced and customer-focused Service Desk Consultant who has experience dealing with customers over the phone, via email, and onsite. In this role, the Service Desk Consultant will work...

  • Service Desk Analyst

    3 weeks ago

    Dublin, Dublin City, Ireland Sabeo Full time

    Description Eligibility: Stamp4/Stamp 1G Dependent Visa/EU Citizen/British Citizen only, as we are not dealing with sponsorship roles. One of my Life Insurance client is urgently looking for a Service Desk Analyst for an onsite support role in Abbey St.Service Desk – 2 positions vacantContract role until the end of the year initially(Chances of extension...

  • Service Desk Technician

    2 weeks ago

    Dublin, Dublin City, Ireland Top Drawer Talent Full time

    Role: Service Desk TechnicianSalary: €40,000 per annum plus an on-call allowance of €250 per weekLocation: North Dublin (on-site with remote on-call duties outside of business hours)Benefits: Healthcare, Pension, Death in Service, Product DiscountsDuration: Full-time, PermanentWorking Hours: Rotating shifts. Early shift: 07:30 - 15:30, Standard shift:...

  • Senior Service Desk Engineer

    2 weeks ago

    Dublin, Dublin City, Ireland UniJobs Full time

    Senior Service Desk Engineer - South Dublin Unijobs on behalf of our public sector client, are currently recruiting for the position of Senior Service Desk Engineer in South Dublin. Fully on-site role with no hybrid work options available. This post is for 12 months initially with options to extend. Working Hours: 8:00 AM to 6:00 PM, Monday to Friday....

  • Service Desk Technician

    7 days ago

    Dublin, Dublin City, Ireland Community Choice Financial Family Of Brands Full time

    OverviewService Desk Technician Dublin, OH Shift: 12pm - 9pm EST.In office - Monday - Friday. The Community Choice Financial Family of Brands is seeking a Service Desk Technician.The Service Desk Technician is responsible for providing first level support for PCs, other equipment, software/applications, and network connectivity while providing a high level...

  • Lead Technical Help/Service Desk

    7 days ago

    Dublin, Dublin City, Ireland SOLAS IT RECRUITMENT Full time

    Lead – Technical Help/Service DeskMy client is a leader in innovation, moving towards a modern Microsoft-based environment for their Digital Workplace and content management. They're seeking a Lead for their Technical Help Desk/Service Desk to manage a team providing 24/7 support to their 800-person law firm.Position OverviewThe successful candidate will...

  • IT Service Desk Engineer

    17 hours ago

    Dublin, Dublin City, Ireland Ergo - Information Technology Full time

    Job OverviewErgo - Information Technology is seeking a motivated and skilled Service Desk Analyst to join our team.Key Responsibilities:The successful candidate will be responsible for managing support tickets, ensuring they are dealt with efficiently and effectively. This includes installing, configuring, and troubleshooting IT-related software and...

  • Service Desk Agent

    4 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    My client is a large professional who provides a range of services and solutions.They are seeking a Service Desk Coordinator for immediate start to look after the Ireland and UK support of the business.The successful candidate will provide end-to-end support to their customers to ensure their business needs are met.Candidates must have customer service, call...

  • Global Service Delivery Manager

    3 weeks ago

    Dublin, Dublin City, Ireland EOS IT Solutions Full time

    OUR COMPANY:EOS IT Solutions is a global technology and logistics company, providing Collaboration and Business IT Support services to some of the world's largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of services are our top business priorities,...

  • L2/3 Service Desk IT Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland Reperio Human Capital Full time

    L2/3 Service Desk IT Engineer 101512 Desired skills: Service Desk Engineer, IT Support, L2/3 IT Support, Dublin, Permanent We are seeking a skilled L2/3 Service Desk IT Engineer to join our client's dynamic IT team. The ideal candidate will provide advanced technical support, resolve complex IT issues, and ensure the stability and performance of...

  • Service Desk Agent

    7 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    My client is a large professional who provides a range of services and solutions. They are seeking a Service Desk Coordinator for immediate start to look after the Ireland and UK support of the business. The successful candidate will provide end-to-end support to their customers to ensure their business needs are met.Candidates must have customer service,...

  • Service Desk Technician

    7 days ago

    Dublin, Dublin City, Ireland Ccfi Companies, Llc Full time

    OverviewService Desk Technician Dublin, OH Shift: 12pm - 9pm EST.In office - Monday - Friday. The Community Choice Financial Family of Brands is seeking a Service Desk Technician.The Service Desk Technician is responsible for providing first level support for PCs, other equipment, software/applications, and network connectivity while providing a high level...

  • Global Service Delivery Manager

    7 days ago

    Dublin, Dublin City, Ireland EOS IT Solutions Full time

    OUR COMPANY:EOS IT Solutions is a global technology and logistics company, providing Collaboration and Business IT Support services to some of the world's largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of services are our top business priorities,...

  • Service Desk Engineer Level 2

    3 weeks ago

    Dublin, Dublin City, Ireland realTime Recruitment Full time

    Job Opening Service Desk Engineer Level 2 Permanent Dublin 11-05-2023 Realtime are looking for an IT Service Desk Support Engineer, to manage & log incidents and requests, resolve technical issues and escalate to a higher level when unable to resolve them. This role is based in Dublin City Centre. What you get: Market-leading Salary ...

  • Service Desk Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland itContracting Full time

    Overview eir evo talent are seeking applications for a Service Desk Engineer, this is a 6-month day rate contract located in Dublin 8. The role is Hybrid. Responsibilities: You will work as part of the support team that are the front line for IT into our business, answering calls and emails. Work can vary from remote troubleshooting, software...

  • Senior Service Desk Analyst

    3 weeks ago

    Dublin, Dublin City, Ireland Health Innovation Labs Full time

    At Health Innovation Labs, we are a remote-first company revolutionizing healthcare through technology, delivering innovative solutions that transform how care is accessed, delivered, and managed. We thrive at the intersection of healthcare and technology, empowering providers, patients, and organizations to achieve better outcomes through smarter, more...

  • Front Desk Support

    3 days ago

    Dublin, Dublin City, Ireland Jti Full time

    At JTI we celebrate differences, and everyone truly belongs.46,000 people from all over the world are continuously building their unique success story with us.83% of employees feel happy working at JTI.To make a difference with us, all you need to do is bring your human best. Please note that this role is a Fixed-Term Contract for 12 months. Front Desk...

  • Mitarbeiter IT Service Desk

    2 weeks ago

    Dublin, Dublin City, Ireland HanseVision GmbH Full time

    Bitte auswählen, wie oft (in Tagen) eine Benachrichtigung erfolgen soll:Mit über 15.000 Mitarbeitenden sind wireines der erfolgreichsten IT-Unternehmen und Marktführer in unserer Branche. Die Kombination aus Direktvertrieb von IT-Produkten mit umfassenden Systemhausdienstleistungen macht uns zum zukunftsstarken IT-Partner für Mittelstand, Konzerne und...