Service Delivery Manager - Dublin

Department: Service and Support

Reports to: Professional Services Manager

The role in brief:
Our client, a reputable Irish-owned provider of Managed IT Services established  is currently experiencing significant growth. We are seeking a skilled Service Delivery Manager to join their team and contribute to their continued success.

The Service Delivery Manager excels in overseeing service delivery processes to ensure high-quality and efficient client support. This role requires strong leadership, excellent communication skills, and a deep understanding of IT service management. The Service Delivery Manager is responsible for managing client relationships, ensuring SLA compliance, and driving continuous improvement in service delivery.

Key Responsibilities and Deliverables:
- Oversee the delivery of services to clients in alignment with agreed SLAs and KPIs.
- Manage and mentor the service delivery team, ensuring high performance and professional development.
- Act as the primary point of contact for clients, handling escalations and ensuring satisfaction.
- Develop and maintain strong relationships with key clients to understand their needs and expectations.
- Monitor service performance and implement improvements to enhance service quality.
- Conduct regular service review meetings with clients to discuss performance and address any issues.
- Collaborate with internal teams to ensure seamless service delivery and effective resolution of client issues.
- Ensure accurate and timely reporting of service metrics and performance to senior management.
- Drive process improvements and efficiencies within the service delivery function.
- Manage resource allocation and workload distribution to optimize team performance.
- Ensure compliance with industry standards and best practices in service management.
- Stay updated on industry trends and emerging technologies to continually improve service offerings.
- Develop and implement strategies for service delivery that align with business goals and client requirements.

Knowledge, Skills, and Abilities:
- Extensive experience in IT service management, preferably in a Managed Service Provider (MSP) environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Deep understanding of ITIL framework and service management best practices.
- Proven ability to manage client relationships and handle escalations effectively.
- Strong problem-solving and analytical skills.
- Ability to work under pressure and manage multiple priorities.
- Excellent organizational and time management abilities.
- Proficiency in service management tools and software.
- Strong understanding of networking, server, and cloud technologies.
- Ability to drive continuous improvement initiatives.

This role will suit you if:
- Bachelor’s degree in IT, Computer Science, or a related field.
- ITIL certification is highly preferred.
- Project management certification (e.g., PMP, PRINCE2) is a plus.
- Minimum of 5 years of experience in IT service management.
- Proven track record of managing service delivery teams and achieving high client satisfaction.
- Experience with service management tools and software.
- Consistent client feedback and dependable performance.

Remuneration & Benefits:
- Competitive salary based on experience.
- Additional benefits:
- Staff training and development plan (company-funded training and certifications).
- Quarterly appraisals with annual salary review based on company performance.
  - Company vehicle or car allowance.
  - Fuel card.
  - Mobile phone.
  - Laptop.