Service Delivery Leader

5 days ago

Dublin, Dublin City, Ireland beBeeEnterprise Full time €60,000 - €80,000
Job Role

We are seeking a highly skilled professional to fill the position of Enterprise Service Manager - Service Desk Team Lead. This is a permanent onsite role that requires strong leadership and management skills.


Key Responsibilities:
  • Team Leadership: The successful candidate will lead, mentor, and manage Service Desk teams (L1-L3) for enterprise clients, ensuring high-quality ITSM and SIAM service delivery.
  • Operational Management: Oversee daily operations and projects while implementing ITIL best practices.
  • Staff Management: Manage hiring, onboarding, and performance for Service Desk staff.
  • Service Improvement: Drive continual service improvements and optimize KPIs, OLAs, and SLAs.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams to deliver tailored solutions and ensure compliance with ISO, NIST, SOC, and GDPR.
  • Data Analysis: Analyze service desk data using Microsoft BI, Tableau, and ServiceNow.

Required Skills and Qualifications:
  • 5+ years in enterprise technical support (Tier1/Tier2 MSP).
  • 2+ years' people management experience leading SD (L1-L3) teams.
  • Strong ITSM (ServiceNow/BMC Remedy/Helix), SIAM, IaaS, PaaS background.
  • Experience improving operational metrics and managing audits.
  • Excellent communication, problem-solving, and organizational skills.
  • Hands-on with O365, MS Office, analytics, and reporting tools.

Benefits:

This role offers excellent opportunities for career growth and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.


Others:

Please note that this job description is not an exhaustive list of responsibilities. We reserve the right to modify or add to this job description as needed.

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