Dublin or Cork located
Leading Irish organizationOur client is a leading and well known Irish IT services company, with a strong reputation in the marketplace. Due to more growth in the business, they have 2 vacancies open for Service Delivery Managers, one in Cork and one in Dublin.
This role will be focused on keeping clients satisfied with the company's services through the service desk, managing projects related to service delivery, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the professional team responsible for getting these services delivered to clients. Your role will involve coordinating activity for troubleshooting technical issues, ensuring that service level agreements are met and assisting with contract design & renewal.
Ensure IT services are delivered within Service Level Agreements (SLA's);
Be part of the escalation process to the Service Delivery Manager & will take ownership of major incidents to ensuring coordination of resolving these with internal resolver groups and 3rd parties, effective communication to stakeholders and post incident review and recommendations
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed;
Drive customer service review meetings covering performance, service improvements, quality and processes;
Work closely with the PMO & Project Managers to ensure projects are transitioned smoothly into the service desk;
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner;
Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services;
Provide regular and accurate management reporting on IT Service performance;
Ensure that all customer knowledge items are made accessible to those who need them in an efficient and effective manner;
Planning and managing support for customer knowledge management and processes;
Acting as an adviser to business and IT personnel on knowledge management matters, including policy decisions;
Identifying, controlling and storing any information deemed to be pertinent to the services provided that is not available by other means;
Setting direction and providing a framework through which improvement objectives can be delivered;Skills & Experience required:
A passion for Service Improvement
Previous experience as a Team Lead or demonstrable experience in leading local & virtual teams
Experience of managing 3rd parties and 3rd party delivered services
Service Management or Support in an environment of incident management, escalation procedures and related disciplines
Excellent leadership and people management skills
Excellent written and verbal communication skills
Excellent customer facing/customer service skills and managing customer expectations
Able to work under pressure and meet deadlines
Excellent organisational skills
Able to manage sensitive and confidential information
Demonstrative self-motivation and able to take responsibility
Able to manage and prioritize tasks in a timely & efficient manner
Able to demonstrate initiative and a proactive approach to daily tasks
Experience in working closely with project teams for service design, service transition and service acceptance phasesFrom here on out, a rare opportunity awaits for an experienced SDM to work with an employer of choice.
Please click APPLY to be immediately considered!