Job Description
Service Delivery Manager Job Type:Permanent Location:Hybrid 3 days in office, 2 days WFH The Role As aService Delivery Manager,you will utilise your technical and management skills in the airline sector, to ensure the customer receives a world-class service across all areas of technology.You will be supported by local and offshore teams to deliver the services and manage and maintain relationships with stakeholders at all levels. Key responsibilities: Establish and maintain strong relationships with internal and external stakeholders. Understand customer needs and provide the best service possible. Handle escalated situations in which additional oversight and assistance is required. Participate in the clients P1 & Major Incident Technical bridges. Keep a view of all the Incidents & Service Requests raised for airline users, Conduct Weekly connects with Support teams to ensure incidents & Requests are not aged and are resolved on time. Report it back on Weekly basis. Ensure airline service operations process are aligned and delivered as per guidelines. Identify opportunities of improvements in Operations and drive it for airline and feedback. Own accountability for achievement of all client KPIs and contractual obligations, being responsible for the overall performance of scope of operations. Organise monthly, quarterly, and yearly performance reviews with stakeholders and develop relationships and feedback channels to improve continuously the services. Closely work with Offshore and near shore teams to deliver the services Your Profile Key skills/knowledge/experience: Proven experience in IT in large corporate environments. In depth working knowledge of service management processes (Incident, Problem and Change Management). IT skills to understand and articulate infrastructure and application problems to stakeholders Commitment to delivering customer service excellence and high-quality work. Excellent verbal and written communication skills. Demonstration of self-motivation, self-confidence, flexibility, adaptability, and open-mindedness. Ability to anticipate, successfully negotiate and solve problems. Able to resolve conflicts when they arise. Good to have: Airline Domain knowledge or relevant industry experience Good Knowledge on monitoring tools such as Nagios, Tivoli, Splunk, Dynatrace, Cloud watch. Ability to deliver in a high-pressure, dynamic environment working to tight SLAs. Good Knowledge on ServiceNow ITSM tool & Reporting. ITIL V3 Certified. Candidates should hold appropriate RTWs for Ireland i.e. Stamp 4, Irish/British/EU passport. For more information please apply here or contactAgnes Reena/Contact: eir evo talent is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo talent apply all relevant Data Protection laws when processing your Personal Data. If you choose to apply to this opportunity and share your CV or other personal information with eir evo talent, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo talent. Ref: EET6203 '' Skills: service management processes ServiceNow ITSM monitoring tools Benefits: Work From Home