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Service Delivery Manager

Job Type: Permanent
Location: Dublin
Contact: Fidelma Wallace

The Service Delivery Manager will be responsible for delivery of all IT support services to Codec customers. The Service Delivery Manager will oversee several key functions that enable the delivery of a high quality of service to end users and to ensure Service Support and Service Delivery processes are in place to meet customer needs. This position is a customer facing role and requires that you establish and manage expectations with the customer and drive the Support team to achieve those expectations to a high standard.

 

Responsibilities

  • Maintain high performing service support functions including Service Desk and Application Support
  • Ensure IT services delivered by Codec are delivered within Service Level Agreements (SLA’s)
  • Owner of the Incident, Request, Change, Release and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Drive customer service review meetings covering performance, service improvements, quality and processes
  • Work closely with Project Managers to ensure projects are transitioned smoothly into Support
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance

 

Qualities and Skills required

 

  • A passion for Service Improvement – “Can do” attitude with proven experience in improving processes
  • ITIL Qualified with experience as a Change Manager and Release Manager
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services and remote teams
  • Service Management or Support in an environment of incident management, escalation procedures and related disciplines
  • Excellent leadership, co-ordination and people management skills
  • Excellent written and verbal communication skills
  • Excellent customer facing/customer service skills and managing customer expectations
  • Able to work under pressure and meet deadlines
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and ability to take on responsibility
  • Ability to manage and prioritize and tasks and time efficiently
  • Ability to demonstrate initiative and a proactive approach to daily tasks
  • Experienced in working closely with project teams for service design, service transition and service acceptance phases

 

 

Experience in the following areas would be a distinct advantage, but is not essential:

 

–         Strong technical skills, preferably coming from a technical position – Level 2/Level 3 engineer

–         Office365, Exchange & Active Directory administration

–         Windows 10 & Windows Server OS administration

–         Networking fundamentals or Intermediate level qualification

–         Strong understanding of Software Delivery Cycles

–        Knowledge of ServiceNow, Autotask and/or similar ticketing tools

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