Job Description
Our leading client is looking for an IT Service Delivery Manager to join their team on a permanent basis. The IT Service Delivery Manager oversees day-to-day IT operations, ensuring the delivery of high-quality IT services and solutions to internal customers, enabling them to meet external customer demands. This role operates within a complex international IT landscape that includes global and local systems, legacy and next-generation applications, support teams, and vendors in various locations. The IT Service Delivery Manager ensures these components work together seamlessly to deliver uninterrupted service. This is a Hybrid role based in Dublin. Main Responsibilities: Team Leadership: Supervise, mentor, and support two team members responsible for helpdesk, deskside support, information security, and compliance tasks. Act as an escalation point for complex issues. Service Desk Management: Oversee daily operations of the IT helpdesk to ensure the business receives timely support and all tickets are managed efficiently. Infrastructure Support: Oversee infrastructure management and support, including capacity planning, obsolescence management, stock management, patch management, and troubleshooting hardware/software issues. Network Support: Provide first-level network support and escalate issues to global teams or specialized vendors as necessary. Vendor Management: Manage relationships with outsourced IT service providers, ensuring SLAs are met and operations run smoothly. Process Improvement: Document, review, and continuously improve IT support processes to ensure optimal efficiency and alignment with business needs. Customer Satisfaction: Ensure high end-user satisfaction through prompt and professional IT support services. Ideal Candidate Profile: Technical Expertise: Strong technical background with a deep understanding of how hardware, networks, databases, and applications interact in real-world settings. Problem Solver: A curious individual who thrives on solving problems and is keen to learn new skills. ITSM and ITIL Experience: Experience working within ITSM frameworks, familiar with ITIL processes, tooling, Agile teams, helpdesk, vendor management, and service level management. Attention to Detail: A meticulous operator with excellent communication skills, capable of translating technical terms into plain English for non-technical colleagues. Adaptable: A flexible and pragmatic approach, comfortable working in a dynamic environment with evolving responsibilities. Qualifications: A third-level degree in IT, computer science, or a related field. At least 3 years of experience in an IT service management or IT support role, with a proven track record of managing day-to-day IT operations. Solid understanding of IT infrastructure, including hardware, software, networking, and databases, along with familiarity with ITSM tools and practices (e.g., ITIL). Experience in fleet management, leasing, automotive, or financial sectors is desirable to help the candidate understand the business context. Strong analytical and troubleshooting skills, with the ability to address complex challenges effectively. Excellent interpersonal skills, with experience leading a small team and collaborating across local and global teams from diverse cultures. Proactive in identifying and implementing process improvements. Benefits: Work-life balance benefits. A positive and dynamic working environment. Opportunities for career progression, both locally and globally. Access to training and development. A competitive salary. Performance-related bonus with achievable targets. A pension scheme. HOW TO APPLY: If you are interested in this role, please apply for this role with your updated CV and I will be in touch to discuss your application in detail. Or for a confidential discussion and insight into this client and role please reach out to Stephen at Eolas SIMILAR ROLES OPEN: As a dedicated IT Recruitment Agency, we also have several similar permanent and contract roles open. The above role may not be an exact match for your experience, salary or daily rate expectations etc. However, we would like you to reach out in order to discuss other roles we are currently recruiting for in similar fields. Also, please feel free to view our website for more jobs and details about us if you wish. Skills: ITIL Service Delivery Benefits: Pension Fund Performance Bonus