Service Delivery Manager

About This Role:

Following a period of continual growth, we are excited to be recruiting a Service Delivery Manager who will be responsible for ensuring the successful delivery of Telecoms, ICT, and Cyber Security services to one of eir evos largest dedicated customer.

The role is a senior position working on a client site and reporting directly to the Head of Service Delivery Mgmt.

Location: Cork Based – 5 days onsite

Expectations From The Role:

• Monitor our overall Service Delivery Metrics across Telecoms, ICT, and Cyber Security services, including, Service Levels, Incidents, process and change management and instigate appropriate actions to address any issues or non-conformance.

• Ownership of Ticket Management and performance of Team

• Ensure all agreements are confirmed and understood within the Client SLAs and manage service delivery in line with these deliverables and the associated key performance indicators (KPIs) and key Risk indicators (KRIs).

• Ensuring that proactive measures are in place to improve the quality of service that is being delivered.

• Work to continuously improve the service that we supply to our clients both from an internal and external perspective

• Maintain and monitor performance Levels for all eir evo operations, controls and processes to ensure a high level of customer satisfaction.

• Attend Weekly, Monthly / Quarterly Review meetings with the client, providing report dashboards as input to all Service Level Reviews.

• Manage a team of enthusiastic, skilled technicians ensuring the smooth efficient and effective delivery of systems support services.

• Comply and adhere to key support processes within an ITIL Framework.

• Foster a working environment of continual service improvement.

• Develop and maintain support documentation in accordance with company standards.

• Delivery of all in life services in line with security best practices.

• Take ownership of major incidents, ensuring successful closure, effective communication and post incident review.

• Provide regular and accurate management reporting on all eir evo services provided to the customer (ICT, Telco, Security).

• Work closely with all partner vendors to ensure compliance and regulatory requirements around training and service delivery are met

Requirements For A Successful Application:

• 8 – 10 years’ experience working in a large IT Organisation.

• Strong technical background of benefit.

• Proven commercial experience and awareness.

• Service Delivery Management capabilities in particular service level management, incident management, change management and performance management.

• Proven experience in a client facing position.

• Min 8 -10 years’ experience managing a technical team.

• Hold an ITIL v3/v4 Foundation certification in Service Management

• In-depth knowledge of IT Service Management (ITSM) processes Incident / Problem / Change etc.

• Significant experience of Stakeholder and Customer Relationship

• Familiarity with Cyber Security an advantage

Team Management

• Ability to mentor, guide and support a team of skilled technicians

• Excellent interpersonal, written, and verbal communication skills in English

• Problem Solving / Analytical Skills

• Strong Communication & Presentations Skills (Oral & Written)

• Works well independently and as part of a team

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