We are looking for an IT Service Manager to join a leading Irish company & Brand  headquartered in Ireland

The SDM will interface with the customer, delivery/project management, and all delivery resources. The SDM will have a broad understanding of IT operations covering service desk, networking, server and storage. This is a hands-on management role.

Service Delivery Management:

• Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA);
• Owner of all Service Desk Processes (Incident, Problem Change etc), amend and create new processes where appropriate;
• Manage the service desk tool (s), enhance and innovate where appropriate;
• Deliver the service in line with the project budget;
• Maintain, monitor and improve services;
• Liaison to customer for escalations and service quality;
• Identify project risks and issues, maintain risk register, and issues logs;
• Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery.

Competencies/Experience:

3+ years in a management/leadership role delivering service against SLAs or agreed targets;

Strong leadership and influencing capabilities;

technical background in infrastructure required; 

 Good presentation skills and Communication skills;

 Good documentation skills;

Experience with managing vendors, and budgets 

 Experience leading an IT team either in Supervisor, Team Lead or Manager role

  ITIL Certified experience in an ITIL environment, experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required;