Delivery Excellence Lead

We are seeking a proactive and strategic leader to oversee the operational delivery and continuous growth of complex service offerings within our organization. This role acts as a key link between project delivery and long-term operational stability, managing multiple teams and ensuring seamless end-to-end service management from design through execution and beyond.

The Service Delivery Manager will provide leadership across cross-functional teams, drive operational excellence, and own the delivery lifecycle including coordination of key project phases such as Low-Level Designs (LLDs), Operational Readiness Testing (ORT), and Go-Lives. This role requires a seasoned professional with strong experience in managing complex workflows, stakeholder relationships, and continuous service improvement, preferably in IT or operations sectors.

• Leadership & Team Management:
• Lead, mentor, and manage multiple service delivery and operations teams, fostering a culture of high performance, collaboration, and continuous improvement.
• Develop team capabilities through coaching, training, and professional development initiatives.
• Allocate resources effectively to meet project and operational demands, ensuring capacity planning aligns with business priorities.
• Manage operational escalations and complex issue resolution, acting as the escalation point for the wider service delivery function.

Service Delivery & Operational Ownership:

• Own end-to-end service delivery processes, ensuring high standards of quality, compliance, and customer satisfaction.
• Oversee the implementation and execution of new service offerings, ensuring operational readiness and business continuity.
• Define, review, and enforce operational policies, procedures, runbooks, and KPIs/PIs.
• Drive service quality assurance, performance reporting, and internal service reviews to identify opportunities for improvement.
• Lead cross-functional coordination across delivery teams, partners, and stakeholders to ensure alignment and timely execution.

Project & Change Management:

• Partner with project teams to embed operational considerations early in design and build phases, particularly during Low-Level Design and Operational Readiness Testing.
• Provide operational leadership for Go-Live planning and execution, minimizing risk and ensuring smooth transitions.
• Collaborate with project and business teams to support change management initiatives and continuous service improvement.
• Own the development and validation of SOPs, escalation procedures, and knowledge transfer programs from project delivery to operations.

Stakeholder Engagement & Communication:

• Build and maintain trusted relationships with internal and external customers, serving as the senior point of contact for service delivery matters.
• Communicate proactively with stakeholders at all levels, delivering regular updates, managing expectations, and driving transparency.
• Advocate for customer needs and feedback to shape service design and operational improvements.

• 7+ years' experience in service delivery, operations management, or a related leadership role, ideally within IT or operations environments.
• Proven track record managing and developing multi-disciplinary teams.
• Deep understanding of service lifecycle management, including incident, problem, and change management.
• Experience supporting complex projects through LLD, ORT, and Go-Live phases with operational readiness focus.
• Strong background in writing, presenting, and enforcing operational policies, procedures, and runbooks.
• Exceptional stakeholder management and communication skills, able to influence at senior levels.
• Proficiency with project management and collaboration tools such as MS Project, Teams, Excel, and service management platforms.
• Ability to analyse operational metrics and drive data-informed decisions.
• Demonstrated ability to lead service delivery improvements and manage escalations effectively.

• Holidays: 24 days per annum + bank holidays (options to buy/sell days)
• Pension – 7% employee and 7% employer
• Flexible/hybrid working options
• Charitable initiatives
• Learning and development programs
• Innovative & collaborative work environment

Equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.

Mid-Senior level

Full-time

Technology, Information and Media and Engineering Services

Dublin, County Dublin