IT Service Delivery Specialist

2 days ago


Dublin, Dublin City, Ireland Codec Azure Full time

Job Overview:

We are seeking a highly skilled and experienced Service Delivery Manager to join our team at Codec Azure. In this role, you will be responsible for ensuring the efficient and effective delivery of support services to our customers.

Main Responsibilities:

  • Manage and monitor support customer SLAs & KPIs
  • Implement and monitor quality processes to improve service delivery and oversee incident and problem resolution
  • Maintain regular interaction with support customers, conduct service reviews and explore opportunities for additional services/improvements
  • Manage support service escalations
  • Contribute to financial aspects of Service Delivery including forecasting and cost optimisation
  • Develop and manage the support services portfolio to align with market and customer needs
  • Be accountable for support uplifts, contract renewals
  • Be responsible for change management activities during the lifetime of the support contract
  • Drive additional revenue opportunities through upselling/cross selling for our customers
  • Support the wider Codec business in contributing to new tender opportunities/customer presentations
  • Identify opportunities for process improvement and drive initiatives to enhance service delivery efficiency and customer satisfaction

Requirements:

  • Minimum of 10 years' Service Delivery Manager experience
  • Experience in enterprise applications including Microsoft Dynamics etc.
  • Hands-on experience of delivering ITIL processes pertaining to service design, transition, operations
  • Experience with IT Service Management tools such as ServiceNow or similar
  • Strong leadership and decision-making skills
  • Able to engage confidently with Business and IT leaders in our customer organisations
  • Able to prioritise and multi-task within the role


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