IT Service Delivery Manager required for a multinational healthcare business based in West Dublin. The role will work with the Head of Infrastructure, and will ultimately be responsible for the design, delivery and standardisation of IT policies and procedures across the business. This role is ideal for an internal SDM, with significant experienced in service delivery for both helpdesk and business applications, IT operations, process design, project delivery and procurement.
Responsibilities:
Delivery of all IT support services for Group function to meet agreed Service Level Agreements. Manage, track and report SLA performance across the business
Design, delivery and enforcement of IT policies and procedures
Key point of contact for all major IT incidents and vendor engagement
Creation of the IT Service Catalogue and provision of on-going metric reporting
Design, delivery and annual testing of Disaster Recovery (DR) for all critical business application and infrastructure.
Determine strategy and approach of future business services, End-User environment, and evolution of emerging technologies into service portfolio.
Vendor Management
Develop and implement a Service Acceptance process for new solutions
Requirements:
3rd level qualification with 6+ years experience within an IT service delivery role
Experience having designed and Implemented a Service Delivery framework/strategy including SLA development and Metrics/Processes/Reporting
Prior experience from a fast based industry – FMCG/Pharma would be advantageous.
Strong technical knowledge of computer hardware and systems
People Manager – working with stakeholder groups and 3rd parties– having experience and gravitas to challenge and push back
ITIL certified
Remuneration:
Base salary of €80-90K
15% Completion Bonus
Healthcare
25 days Annual Leave
Pension contribution of up to 10%
