IT Service Delivery Lead/ Manager

Service Delivery Incident Lead/ Manager - (Set up new Service Management Frameworks for a global Application Support team) Job Description: Our client, a global Financial organisation, is seeking an experienced Service Delivery Incident Lead/ Manager to help establish and manage a comprehensive SLA framework. This permanent role is based in Dublin and focuses on enhancing service delivery operations to support business goals and maintain customer satisfaction. The role doesn't have direct reports as its more of a Vendor Management/ Delivery Lead role for a large corporate firm. They operate a hybrid work model 3 days on site and 2 days from home. Job Responsibilities: Set up, restructure, Develop, implement, and manage Service Level Agreement (SLA) frameworks and procedures across multiple teams and departments. Lead incident management efforts, ensuring timely resolution of incidents and clear communication with stakeholders. Analyse incident trends and root causes to improve processes, reduce recurrence, and support continual service improvement. Collaborate with internal and external teams to define, document, and maintain service delivery processes in line with ITIL standards. Monitor and report on key performance indicators (KPIs) related to service delivery and SLA adherence. Provide training and guidance to team members and stakeholders on incident management best practices. Coordinate with vendor and third-party service providers to align their SLAs with internal standards. Experience Required: Minimum 5 years of experience in IT service delivery or incident management within a global or large-scale organisation. Demonstrable experience with ITIL-based processes, particularly around incident, problem, and change management. Proven track record in setting up and managing SLA frameworks and operational performance metrics. Strong skills in root cause analysis, process optimisation, and stakeholder communication. Desirable Skills: Experience with service management tools such as JIRA or ServiceNow . Familiarity with various SLA and KPI reporting systems and the ability to interpret complex data. Knowledge of ISO standards related to IT service management is a plus. Educational Requirements: Bachelors degree in Information Technology, Computer Science, or a related field. Ideally some kind of Service Management certification is required; advanced ITIL certifications are advantageous (or similar Frameworks is accepted). Working Hours & Benefits: Hybrids work model Excellent salary with additional benefits, including performance bonus, GYM, pension plan, and health insurance and much more. (package is worth €15-25k per annum on top of salary) Hybrid work options, with a requirement for a minimum presence in the Dublin office. If you are interested in this role, please apply with your updated CV, and I will be in touch to discuss your application in detail. For a confidential discussion and further insights into this role and client, please reach out to Peter Kirby at Eolas. Skills: Service Delivery Incident management ITIL sla Delivery Management Benefits: Bonus Pension Healthcare Gym Shares extras