Service Delivery Manager – Dublin

ICT Services are currently recruiting for an exciting new role for Service Delivery Manager based in Dublin. Please see full job spec below:

ROLE SUMMARY:

Generally responsible for one or more of the following: hardware/software architecture, operating systems, system configuration and control, performance management, performance tuning, environmental software, third party and utility software, network design and engineering, network management, desktop/server architecture, UNIX server architecture, data base administration, systems administration and capacity planning. Responsible for providing guidance to subordinates based on organizational goals, company policy. Accomplishes results through subordinates meeting schedules and resolving technical or operational problems. Develops and administers budgets, schedules, and performance standards. Assists in the development of overall objectives and long-range goals for the assigned area. Regional domain lead with employee management responsibilities. Manages at least one highly complex client. Generally regarded as a global SME in the specific domain.

 

POSITION SUMMARY:

The Technical Delivery Manager is responsible for managing resources on one or more of the following: hardware/software architecture, operating systems, system configuration and control, performance management, performance tuning, environmental software, third party and utility software, network design and engineering, network management, desktop/server architecture, UNIX server architecture, data base administration, systems administration and capacity planning. Responsible for providing guidance to subordinates based on organizational goals, company policy. Accomplishes results through subordinates meeting schedules and resolving technical or operational problems. Develops and administers budgets, schedules, and performance standards. Assists in the development of overall objectives and long-range goals for the assigned area. Regional technical lead with employee management responsibilities. Manages at least one highly complex client. Generally regarded as a global SME in the specific technical area. You will act as main point of contact across different platforms such as Service Delivery Managers, Managed Services teams, third party suppliers and key client contacts.

 

KEY RESPONSIBILITIES & OUTCOMES:

PRIMARY RESPONSIBILIES:

·         Manage employees in one or more of the following domains: windows, messaging, database, mainframes, Unix, service management, datacenter, C-RIM.

·         Monitor service delivery performance against targets and customer service indicators.

·         Develop and implement process improvement to maximize service delivery and minimize costs.

·         Recognize business needs and find areas for growth at the client by assisting service delivery managers with identifying new services to offer to the client.

·         Ensure documentation standards are maintained.

·         Manage day to day administrative issues of team.

·         Build and maintain high team leader morale, and positively cascades Corporate and Departmental communications.

·         Lead, guide and develop direct reports on a day to day basis to achieve objectives and targets in accordance with the Performance Management process. Handle all employee relation matters in an appropriate and timely manner and in accordance with HR policies and procedures. Ensure training is provided as required to adapt and improve skill sets for changes in work profiles.

·         Identify areas of risk around delivery and mitigate those in timely manner.

·         Act as an escalation point for external/internal clients. Escalate situations that may impact achievement of service commitments and KPIs/Targets in accordance with agreed procedures. Follow escalations through to completion ensuring all parties informed as required.

·         Contribute to RFP/New bids pertaining to specific technical domain by engaging and liaising with Sales, Service Delivery Management and Implementation teams as required to ensure that new business opportunities are scoped, resourced and implement.

·         Participate in management reviews as required.

·         Contribute to organization wide service excellence programs.

·         Contribute to monthly and quarterly management reporting.

SECONDARY RESPONSIBILITIES:

·        Strives for high levels of client satisfaction for the products/solutions supported.

·        Participation in opportunity evaluation process.

·        Pro-actively managing the implementation of services.

·        Account information gathering, assimilation and translation into process documentation.

·        Delivery of presentations/demonstrations to client and client prospects.

·        Recognise additional service opportunities.

 

MEASURES:

·        Achieves and/or exceeds the Service Level Agreements (SLAs) established in the contract statement of work (SOW). Individual has ultimate responsibility for delivery of the systems, processes, technologies, and personnel that result in meeting the SLA’s.

REQUIREMENTS:

SKILLS & KNOWLEDGE:

·         ITIL awareness.

·         Delivering outsourced services within SLA.

·         Business and Portfolio expertise.

·         Excellent verbal and written skills.

·         Solid organizational and time-management skills.

·         Self starting, self motivating, self learning work approach.

·         Ability to work with minimal supervision and affinity for team-based action planning.

·         Ability to coordinate multiple, dissimilar activities simultaneously.

·         An aggressive ability to clearly focus on deliverables while controlling disparate organizations involved in setting client expectations and defining service delivery.

·         Ability to develop and maintain good working relationships with clients and internal work groups.

·         Ability to keep management informed of real or potential problem areas and to provide resolution options.

·         Flexibility to work extended work schedules as required.

·         Aptitude for quick learning of technical and procedural topics.

·         Minimal supervision required to see a job through to satisfactory completion.

·         Excellent communication skills, both oral and in writing, in English.

·         Client-focused, resourceful, taking initiative, pro-active.

·         Commercial, proven track record of building relationships.

·         Results driven; analytical and a good negotiator.

PREVIOUS EXPERIENCE:

·         At least 10+ years of experience in IT area with management experience.

·         Experience leading by example in a large, complex global environment.

QUALIFICATIONS:

·         Bachelors Degree or equivalent years of experience in IT.

·         ITIL certification in Service Level Management

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