▷ (3 Days Left) Enterprise Service Delivery Manager

1 week ago


Dublin, Ireland Ergo - Information Technology Full time

Ergo IT Recruitment is seeking an Enterprise Service Delivery Manager for an exciting opportunity with our public-sector client in Dublin. The successful SDM will have 10+ years experience in a Tier 1 MSP role delivering ITSM-aligned services while managing large teams in Enterprise environments.

The role involves leading a high-performance team, managing service delivery strategy
across short, mid, and long-term horizons, and overseeing Service Managers, ITSM, SIAM, and vendor teams.

This is a hybrid opportunity with great salary and benefits.

What will you do?

- The role supports the Director of Operations & Delivery, Sales, Account/TAM, PMO, Transitions, Product Manager, Solutions Architect, and other teams.

- It leads all Service Managers, ITIL Process Leads, and Vendor Partner teams globally, overseeing performance management, individual development, and succession planning.

- The position ensures service excellence by collaborating with cross-functional leaders, managing operational and contractual metrics (KPI, OLA, SLA), and driving continual improvement and innovation.

- Key responsibilities include governing major incident and problem management processes, ensuring timely escalations and resolutions, and working with technical teams on tailored client solutions.

- The role involves risk identification, internal audits (ISO, SOC, GDPR), and compliance with best practice frameworks.

- It also drives Lean and Six Sigma-based improvement initiatives, enhances efficiency through automation, and manages Business Continuity Planning and Disaster Recovery testing per defined recovery objectives.

What do you need?

- 10+ years of experience as a Service Delivery Manager in a client facing environment, working with Tier1/Tier2 organisation in an MSP setup.

- Exposure & experience to ITSM, SIAM, IaaS, PaaS, ITSM application (ServiceNow) MS portfolio.

- Hands-on experience in leading IT Infra portfolio service delivery, regionally & globally.

- Experience in improving operational metrics, contractual (KPI’s, OLA’s, SLA’s).

- Experience in planning and executing internal risk & compliance audits, annual BCP & DR exercises.

- Developed and presented WBR, MBR, QBR decks, with actionable insights.

- Exposure to various IT Infrastructure hardware, software technologies, for example Network (LAN/WAN, AP, Routers, Switches, Network Racks), Server (Server Racks), Windows Server (Active Directory, MS Exchange, O365), MS Intune (advanced endpoint management and security – MDM/MAM), Storage (SAN) & Backup (Veeam), Security (Antivirus, MS Defender, Varonis, Sentinel).

Apply today for a more detailed Job Spec.

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