Service Delivery Manager – Dublin / Tullamore

Are you an experienced IT Service Delivery Manager with a strong background in managing complex enterprise IT support environments?
Do you bring deep expertise in service management, stakeholder engagement, and operational performance improvement?

We are seeking a dedicated and driven professional to lead IT service delivery, ensuring exceptional support, performance, and customer satisfaction across a dynamic technology landscape.

Location: Dublin 4 (Clonskeagh) and Tullamore 
Work Model: Hybrid (onsite and remote in line with a blended working policy)
Start Date: July/August
Contract Type: Full-time, Monday–Friday (8:30–17:30)
Contract Duration: 12 months (with up to three optional 12-month extensions)

About the Role:

As an IT Service Delivery Manager, you will be responsible for ensuring the delivery of high-quality IT support services to customers, driving service excellence and stability, and managing performance across service partners and support teams.

The role requires occasional onsite presence at either the Dublin or Tullamore office, depending on the assigned base location, to support specific meetings, workshops, or service needs. The overall working arrangement follows a hybrid model.

You will work closely with internal and external stakeholders, provide strategic and operational leadership, manage SLAs, improve service processes, and deliver meaningful service reporting and analysis.

Key Responsibilities:

• Oversee the delivery of quality IT support services and ensure customer satisfaction

• Drive service excellence, operational stability, and support responsiveness

• Coordinate incident resolution, escalation to Level 3 support, and root cause analysis

• Manage key service partners and align with internal stakeholder expectations

• Conduct capacity planning and resource management for scalability

• Provide ongoing service delivery reporting, performance analysis, and recommendations

• Lead operational planning and related service initiatives

• Monitor compliance with SLAs and implement improvements where required

• Continuously evaluate and optimise service delivery processes

• Engage with business stakeholders to align IT support with business priorities

Mandatory Experience & Skills:

• 4 to 6 years’ experience as an IT Service Delivery Manager supporting large-scale enterprise applications

• Proven capability in business stakeholder management

• Strong interpersonal and communication skills

• Knowledge of application support processes and large-scale on-premise/cloud infrastructure

• Service performance monitoring, incident/problem/change management, and SLA enforcement

• Expertise in service process improvement methodologies (e.g., Lean, Six Sigma, Agile)

• Proficiency in ITSM tools (e.g., ServiceNow, JIRA)

• Ability to analyse service data, generate reports, and make informed decisions

• Strong team management and project coordination skills

• Demonstrated focus on customer experience strategies and metrics (e.g., CSAT, NPS)

Mandatory Educational / Professional Requirements:

• Relevant Level 8 Third-Level qualification

• Formal qualification or certification in a Service Management methodology (e.g., ITIL)

Application Notes:

Candidates must clearly demonstrate the mandatory experience, qualifications, and competencies in their CV to be considered. Applications lacking key criteria will not be progressed.

If you are a highly skilled IT Service Delivery Manager ready to contribute to a high-impact technology environment, we encourage you to apply.