Operational Services Manager

2 weeks ago

Dublin, Dublin City, Ireland beBeeCritical Full time €75,000 - €105,000
Job Overview

At Unum, we're building a strategic software development and IT services centre to support our business. As part of this initiative, we're seeking an experienced Critical/Major Incident Manager to lead and coordinate responses to high-priority incidents.

This role requires strong leadership skills, technical expertise, and excellent communication abilities to ensure that internal and third-party IT services meet expected performance levels. The Critical/Major Incident Manager will also participate in a 24x7 on-call rotation and work closely with other IT teams to deliver high-quality services.

As a critical thinker with exceptional analytical and problem-solving skills, you'll be responsible for planning, prioritizing, and executing incident responses while maintaining accurate and concise updates. You'll also oversee the resolution process, identify areas for improvement, and contribute to process governance initiatives.

The ideal candidate will have experience driving process improvements and governance, as well as self-motivation and the ability to handle sensitive information. Strong project delivery skills and the ability to prioritize tasks effectively are also essential in this role.

Key Responsibilities
  • Incident Management: Lead and execute incident responses, ensuring clear, accurate, and concise updates are communicated as per standard operating procedures.
  • Process Management and Governance: Has responsibility for the smooth implementation of change into the production environment by delivering multiple ITIL disciplines and helping ensure they are followed.
  • Service Delivery and Management: Work with projects, the business, and internal/external IT service providers to define and understand Service Level Agreements (SLAs) and Operational Support models when new services are delivered or reviewed.
  • Collaboration and Reporting: Develops excellent relationships with service suppliers and provides meaningful reporting to track service delivery and identify areas for improvement.
  • On-Call and Rotational Support: Participates in a 24x7 on-call rotation, ensuring operational support is consistently maintained.
  • Project Management: Works with IT teams as required to plan and run small to medium projects.
Qualifications and Skills
  • Bachelor's degree or equivalent work experience.
  • Experienced IT Professional: 4+ years in IT service management, incident response, or major incident coordination.
  • ITIL certified with proven expertise in ITIL processes (incident, problem, change, and release management).
  • Excellent written and verbal communication skills across all organizational levels and contexts.
  • Be a critical thinker with exceptional analytical, problem-solving, and organizational skills.
  • Experience driving process improvements and governance.
  • Self-motivated with the ability to handle sensitive and confidential information.
  • Capable of prioritizing and managing tasks effectively, even under pressure in a 24x7 operational environment.
Benefits

Our size and successful history mean we can offer you exceptional development and progression, supported by continual learning programs, IT certifications & third-level tuition reimbursement. We offer work-life-balance with flexible working arrangements (including hybrid) and initiatives in support of your well-being.

Our attractive range of benefits and reward initiatives includes competitive compensation, 25 days annual leave, paid health insurance, pension scheme, annual performance-based bonus, paid maternity/paternity/adoptive leave, reward programs, and an opportunity to engage with charity and community activities.

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