IT Service Delivery Co-ordinator

Operating Environment

A long-term strategic vision for the future of the Courts Service has been developed. This vision maps out our future as a modern Courts Service, digitally transformed in a user centric way to meet the needs of court users optimally. This ambitious modernisation agenda sets the context in which the Service Delivery Coordinator will support innovative digital services over the coming years.

1. THE ROLE

The Courts Service is seeking an ICT Service Delivery Coordinator to support the Service Delivery Manager in the delivery of mission-critical ICT services across the organisation. In this role you will assist in maintaining the ensuring smooth running of day-to-day operations and maintaining high standards of customer service within an ITIL-based service management framework.

As part of the ICT Operations team, the coordinator will contribute to the implementation and continuous improvement of service management practices, assist in maintaining strong relationships with internal and external stakeholders, and help to ensure that user experience remains central to the delivery of modern digital services.

The successful candidate will gain exposure to a broad digital landscape, including Cyber and Information Security, ICT Infrastructure, Microsoft O365, Unified Communications, Cloud Operations, and Audio-Visual services. This role requires an interest in technology along with strong interpersonal and organisational skills. The coordinator will assist with vendor and partner engagement, provide support on service-related initiatives, and contribute to the Courts Service’s digital transformation journey by helping the team deliver solutions that meet business needs and strategic goals.

Infrastructure Expertise

·      Support the day-to-day delivery of ICT services, ensuring alignment with business requirements and operational priorities

·      Assist in liaising with external vendors and service partners under the guidance of the Service Delivery Manager, helping to maintain effective working relationships

·      Contribute to the planning, scheduling, and coordination of service delivery activities across internal and external teams

·      Provide support to judicial stakeholders by helping to address ICT-related queries in a timely and efficient manner

·      Track and update incidents and service requests using the ITSM tool (ServiceNow) coordinating with relevant teams to support effective resolution

·      Contribute to high-quality end-user support services by assisting remote service desks and on-site support teams

·      Assist in organising user forums and feedback sessions to support service awareness and drive user engagement

·      Work with internal teams to ensure service delivery considerations are reflected in project activities

·      Deliver onboarding and training for new staff on ICT service processes, tools, and support channels

Stakeholder Engagement

·      Proactively engage with a wide variety of stakeholders from operational staff and judiciary to internal ICT Infrastructure and Service Delivery teams to develop and maintain an ICT Operations environment that is secure, highly available and fit for purpose

·      Assist in the setup and participate in working groups, workshops and other fora as required to advance the digital agenda and support the ongoing evolution of organisation’s digital services

Vendors

·      Support the Service Delivery Manager in the coordination of vendor and contractor activities, ensuring their work aligns with organisational principles, policies, and procedures

·      Assist in monitoring vendor performance and raising concerns or observations with Operations Leads where appropriate

Team

·      Promote learning and development by actively participating in training initiatives and encouraging team engagement with professional growth opportunities

·      Demonstrate a strong commitment to public service values through professional conduct, teamwork, and a proactive approach to service excellence

Note, the above is intended as a guide and is neither definitive nor restrictive. It will be subject to periodic review with the post holder.

3. Essential Qualifications & Requirements

Applicants should have at least 2 years’ relevant and recent experience for this role.

Qualifications

·           IT degree or related work experience

Skills and Experience Required

·           Good technical awareness and experience working in an ICT environment, with a willingness to develop further expertise

·           Familiarity with ICT service delivery practices and a strong commitment to customer service within an industry-standard framework (e.g., ITIL)

·           Ability to support initiatives involving multiple stakeholders and contribute to team-based activities

·           An organised and solution-oriented approach, with the ability to follow processes and escalate issues appropriately.

·           A friendly, approachable manner with strong interpersonal skills to help build positive working relationships and represent the service in a professional way

·           Ability to work collaboratively with colleagues and contribute positively to team dynamics

·           Awareness of emerging technologies and trends in ICT, with a willingness to learn and adapt

The following skills and experience are desirable.

·           Knowledge of public service environment, culture and operations

·           Drive and commitment to obtain key objectives

·           Ability to work on own and be self-driven to learn by observation and self-learning.

4. APPLICATION PROCESS

Application should be made by logging into the advertisement link and uploading your cv and completing a cover letter.

The closing date is 12 Noon 16 Oct 2025. Applications received after the closing date and time will not be accepted.

The cover letter is on the system with 400 maximum words allowed. You should outline how you meet the required skills and behaviors of the role.

Candidates who do not hold or do not demonstrate the skills and experience will not be called for interview.

The admission of a person to a competition, or invitation to attend an interview, is not to be taken as implying the Courts Service is satisfied such a person fulfils the requirements of the competition or is not disqualified by law from holding the position and does not carry a guarantee that your application will receive further consideration. It is important, therefore, for candidates to note that the onus is on them to ensure that they meet the eligibility requirements for the competition before attending for interview. If a candidate does not meet these essential entry requirements but nevertheless attends for interview, that candidate will be putting him or herself to unnecessary expense.

It is important to note the onus is on applicants to ensure the eligibility requirements for the competition are met when applying for the competition.

The Courts Service accepts no responsibility for communication not accessed or received by an applicant.

5. Selection Methods

The Selection Process will involve:

·                    Shortlisting of candidates, on the basis of the information contained in their CV & Cover Letter.

·                    A competitive interview.

Assessment

The Courts Service will short list to select a group for interview who, based on an examination of the CV & cover letter, appear to be the most suitable for the position.

Those that demonstrate evidence at the required level will be called to interview.

Skills and competencies

Candidates should demonstrate that they have the ability to carry out successfully the duties of the role, as well as the general skills and competencies namely:

People Management

Consults and encourages the full engagement of the team, encouraging open and constructive discussions around work issues Gets the best out of individuals and the team, encouraging good performance and addressing any performance issues that may arise Values and supports the development of others and the team Encourages and supports new and more effective ways of working Deals with tensions within the team in a constructive fashion Encourages, listens to and acts on feedback from the team to make improvements Actively shares information, knowledge and expertise to help the team to meet its objectives.

Analysis & Decision Making

Effectively deals with a wide range of information sources, investigating all relevant issues Understands the practical implication of information in relation to the broader context in which s/he works – procedures, divisional objectives etc. Identifies and understands key issues and trends Correctly extracts & interprets numerical information, conducting accurate numerical calculations Draws accurate conclusions & makes balanced and fair recommendations backed up with evidence.

Delivery of Results

Takes ownership of tasks and is determined to see them through to a satisfactory conclusion Is logical and pragmatic in approach, setting objectives and delivering the best possible results with the resources available through effective prioritisation Constructively challenges existing approaches to improve efficient customer service delivery Accurately estimates time parameters for project, making contingencies to overcome obstacles Minimises errors, reviewing learning and ensuring remedies are in place Maximises the input of own team in ensuring effective delivery of results Ensures proper service delivery procedures/protocols/reviews are in place and implemented.

Interpersonal & Communication Skills

Modifies communication approach to suit the needs of a situation/ audience Actively listens to the views of others Liaises with other groups to gain co-operation Negotiates, where necessary, in order to reach a satisfactory outcome Maintains a focus on dealing with customers in an effective, efficient and respectful manner Is assertive and professional when dealing with challenging issues Expresses self in a clear and articulate manner when speaking and in writing.

Specialist Knowledge, Expertise and Self Development

Displays high levels of skills/ expertise in own area and provides guidance to colleagues Has a clear understanding of the role, objectives, and targets and how they support the service delivered by the unit and Department/ Organisation and can communicate this to the team Leads by example, demonstrating the importance of development by setting time aside for development initiatives for self and the team.

Drive & Commitment to Public Service Values

Is committed to the role, consistently striving to perform at a high level Demonstrates flexibility and openness to change Is resilient and perseveres to obtain objectives despite obstacles or setbacks Ensures that customer service is at the heart of own/teamwork Is personally honest and trustworthy Acts with integrity and encourages this in others.

Candidates with Disabilities

The Courts Service has a key role to play in attracting candidates from all sectors of society, ensuring that routes to career opportunities are accessible to all who are interested. We are committed to equality of opportunity for all candidates. If you have a disability or need reasonable accommodation made during the selection process, we strongly encourage you to share this with us so that we can ensure you get the support you need.

Reasonable accommodation in our selection process refers to adjustments and practical changes which would enable a disabled candidate to have an equal opportunity for this competition. Examples of adjustments we provide include the use of assistive technology, extra time, scribes and/or readers or a range of other accommodations.

Please be assured that having a disability or requiring adjustments will not impact on your progress in the selection process; you will not be at a disadvantage if you disclose your disability or requirements to us. Your disability and/or adjustments will be kept entirely confidential.

6. Interviews

Interviews will take place in Dublin city centre. Interviews will be structured in format, with candidates asked to provide examples of the competencies for the role as outlined in Section 5 of this document.

Interview

Candidates will be required to detail their experiences under the six competencies. The competencies will be thoroughly and systematically assessed at interview to determine suitability for the grade of Executive Officer.

The board may ask about the experience described on the CV or cover letter or they may ask for other examples.

It is anticipated the interview will last 45 minutes.

Marks allocated at interview

Each of the six competencies will carry equal marks of 40 therefore a total of 240 marks is available at interview.

To be considered for the panel you must receive 50% or more in all competencies.

Panel Formation

Following the interview process a panel will be formed for the purpose of filling the IT Service Delivery Coordinator position.

Candidates will be ranked in order of merit based on performance at interview.

This panel will remain in place from the date of formation for one yearor until the exhaustion of the panel whichever is the earlier.

Candidates who have not been offered a position at the expiry of the panel will have no claim to any further positions thereafter because of having been on the panel.

Confidentiality

Candidates can expect that all enquiries, applications and all aspects of the proceedings to the extent that they are managed by the Courts Service are treated as strictly confidential subject to the provisions of the Freedom of Information Act 2014. However, candidates should note that all application material may be made available to the interview board. Certain items of information, not specific to any individual, are extracted from computer records for general statistical purposes.

Garda Vetting

Garda vetting will be sought in respect of individuals who come under consideration for appointment. The applicant will be required to complete and return a Garda Vetting form should they come under consideration for appointment.

This form will be forwarded to An Garda Siochána for security checks on all Irish and Northern Irish addresses at which they resided. Enquiries may also be made with the police force of any country in which the applicant under consideration for appointment resided. If the applicant subsequently comes under consideration for another position, they will be required to supply this information again.

Other important information

The Courts Service will not be responsible for refunding any expenses incurred by candidates.

Prior to recommending any candidate for appointment to this position the Courts Service will make all such enquiries that are deemed necessary to determine the suitability of that candidate. Until all stages of the recruitment process have been fully completed a final determination cannot be made nor can it be deemed or inferred that such a determination has been made.

Should the person recommended for appointment decline, or having accepted it, relinquish it, or if an additional vacancy arises the Courts Service may, at its discretion, select and recommend another person for appointment on the results of this selection process.

Review and Complaint Procedures under the Code of Practice for Appointments to Positions in the Civil and Public Service

If a candidate is unhappy following the outcome of any stage of a selection process, they can either:

1.    Request a Review of a decision made during the process Or

2.    Make a Complaint that the selection process followed was unfair

A candidate can follow either one of the two procedures in relation to the same aspect of a selection process, but not both. Where a review of a selection process has taken place under Section 7 (as detailed below), a complainant may not seek a further review of the same process under Section 8, other than in the most exceptional circumstances that will be determined by the Commission for Public Service Appointments (CPSA) at its sole discretion.

There is no obligation on the Courts Service to suspend an appointment process while a Review or Complaint is being considered. However, the CPSA expects that, where possible, the Courts Service will intervene in cases where it finds an error is likely to have occurred.

Requesting a Review under Section 7

A request for review may be taken by a candidate should they be dissatisfied with an action or decision taken by the Courts Service. The Courts Service will consider requests for review in accordance with the provisions of Section 7 of the Code of Practice for Appointments to Positions in the Civil and Public Service published by the CPSA.

When making a request for a review, the candidate must support their request by outlining the facts they believe show that the action taken or decision reached was wrong. A request for review may be refused if the candidate cannot support their request.

The Informal Review will consist of a desk-based examination of any available information in relation to the recruitment process and the decision taken regarding the candidate’s application. The outcome of the Informal Review Process will be communicated to the requester in writing.

•        A request for Informal Review must be made within 5 working days of notification of the decision and will normally take place between the candidate and a representative of the Courts Service who had played a key role in the administration of the selection process.

•        Where a candidate remains dissatisfied following any such informal discussion, he/she may adopt the formal procedures set out below.

A request for Formal Review must be made within 5 working days of either the notification of the selection decision, or the notification of the outcome of the Informal Review process. Any extension of these time limits will only be granted in the most exceptional of circumstances and will be at the sole discretion of the Chief Executive.

•        The candidate must address his/her concerns in relation to the process in writing to the Personnel Officer of the Courts Service (via email to careers@courts.ie, or in writing to Personnel Officer, Human Resources, 15/24 Phoenix Street North, Smithfield, Dublin 7), outlining the facts that they believe show an action taken or decision reached was wrong.

•        The Formal Review will be conducted by a person who is completely independent of the selection process.

•        The outcome of the Formal Review must generally be notified to the candidate within 25 working days of receipt of the request for review. If the investigation does not produce a decision within this time, the Courts Service must keep the candidate informed of the status of the review and the reasons for the delay.

Salary

The salary scale for the position (rates effective from 1 August 2025) is as follows:

Executive Officer - Personal Pension Contribution Salary Scale:

€37,919 €39,860 €40,956 €43,094 €45,010 €46,864 €48,711 €50,519 €52,366 €54,207 €56,160 €57,469 (MAX) €59,335¹ €61,216²

*Long Service Increment 1 (LSI1) after 3 years satisfactory service at the normal maximum (NMAX).

**Long Service Increment 2 (LSI2) after 6 years satisfactory service at the normal maximum (NMAX).