Service Delivery Manager
Job details
Irish Government organisation has an urgent requirement for a Service Delivery management to join their team and help deliver key projects on their ongoing IT upgrade programme. This is a challenging role requiring Broad IT technical aptitude and knowledge, business analysis skills, ITSM experience and strong, well developed communications skills. While the The Service Delivery manager will lead the provision of quality IT services throughout the business, their role will have a particular focus on overseeing the successful transition from obsolete to current technologies. This role offers ambitious Service delivery managers the chance to develop their career and gain valuable with new and emerging technologies within the Government/Semi State sector. While initially offered as a one-year FTC, there is a strong probability that the Service Delivery Manager role will be made permanent before the end of this period. Attendance for the role will be on a Hybrid basis, with the successful candidate required to be onsite in the easily accessible Dublin City Centre office 2 days per week. (Fully remote working is unfortunately not at an option for the foreseeable future). If you are a seasoned Service Delivery manager interested in pursuing a career opportunity with great long-term potential then please make contact with us as we would be very keen to hear from you. Responsibilities of role
- Measure and continuously improve the service delivery processes in both quality and value with a view to increasing customer satisfaction.
- Ensure maximum consistency and efficiency across our service delivery functions.
- Manage third party suppliers to ensure measurable quality, value, and customer satisfaction in line with contractual support & maintenance agreements.
- Engage with and manage appropriately the relationships, processes, and deliverables to and from the IT PMO through a combination of SLAs, KPIs, relationships and processes.
- Transition Process management
- JIRA administration
- Serve as the primary client contact for service level or other contracted metrics and take responsibility for issue resolution globally.
- Broad latitude in decision making and determining objectives and approaches to critical service management.
- Monitor forecasted and actual service levels proactively to ensure noiseless delivery.
- Assist in overseeing processes and establishing best practices, policies, and guidelines as well as being able to take initiative in adapting these to ever changing organizational needs.
- Key contact point to work with other internal functions within the organisation
- Escalation point for all verticals.
- Drive process changes and provide regular updates as per reporting requirements.
- Be available one weekend in 4 for Major incident On call rota.
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