Global Service Delivery Manager

4 days ago

Dublin, Dublin City, Ireland beBeeSupport Full time €57,150 - €70,100

Job Title: Global Service Centre Support Lead

About the Role:

The central hub of our operations is the ASPIRE Global Service Centre, where all operational workflows, processes, procedures, and tooling are managed.

We seek a skilled Onsite Support Lead to deliver effective global operations at Customer deployed sites, maintaining service quality, optimizing workflows, and fostering a high-performing onsite support team.

Main Responsibilities:

  1. Ensure daily onsite support operations adhere to ITIL processes and organizational SLAs.
  2. Track, analyze, and report on KPIs and service metrics to identify areas for improvement and ensure consistent service delivery.
  3. Line manage remote onsite support staff based on customer sites.
  4. Mentor and develop the onsite team, promoting a positive and collaborative environment.
  5. Promote adherence to ITIL best practices, including incident, problem, change, and knowledge management.
  6. Identify inefficiencies in processes and workflows, recommending improvements to enhance service quality.
  7. Motivate and inspire the team to achieve organisational and onsite support objectives, maintaining high levels of customer satisfaction.
  8. Build strong relationships with stakeholders and end-users, ensuring their IT support needs are met effectively and professionally.

Requirements:

  • Minimum 5 years of experience in IT support, with at least 3 years in a managerial or supervisory role.
  • A proven track record of managing a successful support team in a fast-paced environment.
  • A working understanding of IT infrastructure, systems, and troubleshooting methodologies.
  • Experience with service desk management tools (e.g., ServiceNow).
  • Knowledge of ITIL frameworks and best practices; ITIL certification preferred.

About Us:

We partner with customers to go beyond expectations through cutting-edge technology and expert teams. Our expertise in cloud, data, AI, application modernisation, and service delivery management has redefined businesses globally.

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