Service Delivery Excellence

13 hours ago

The Municipal District of Carlow, Ireland beBeeResponsibility Full time

Incident Response Lead

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This position plays a pivotal role in ensuring seamless service delivery to both internal and external stakeholders. As an expert in ITIL processes, you will be responsible for overseeing critical functions such as Change, Incident, Release, and Problem Management.

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  • Key Responsibilities:
  • Develop SLAs and support models with cross-functional teams.
  • Ensure operational readiness during service transitions.
  • Monitor service performance and resolve delivery issues.
  • Foster strong relationships with suppliers and drive service enhancements.
  • Provide clear reporting to track and improve service delivery.
  • Collaborate with internal teams and external providers on planning efforts.
  • Implement changes and ensure adherence to ITIL processes.
  • Support incident resolution and root cause analysis.
  • Coordinate small to medium-sized projects.
  • Mentor and train junior staff.
">Requirements">
  • Bachelor's degree or equivalent experience.
  • Minimum 4 years of IT experience with strong ITIL expertise.
  • Excellent communication, analytical, and organizational skills.
  • Proven project delivery and service management experience.
  • Ability to explain complex technical issues clearly.
  • Strong collaboration, conflict resolution, and multi-supplier environment skills.
  • Familiarity with Agile/Lean principles and change management.
  • Proactive, flexible, and passionate about service improvement.
  • Ability to manage sensitive information and work under pressure.
  • Strong time management and prioritization skills.
">What We Offer">

We provide exceptional development and progression opportunities, supported by ongoing learning programs, IT certifications, and third-level tuition reimbursement. Our hybrid working arrangements and initiatives promote work-life balance and employee well-being. A competitive compensation package, including annual leave, health insurance, pension scheme, bonus, paid maternity/paternity/adoptive leave, reward programs, and charity involvement opportunities, is also available.

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