Service Delivery Manager

Service Delivery Manager

Department: Managed Services

Employment Type: Full Time

Location: Dublin

Description

Job Overview 

We are seeking an experienced and customer-focused Service Delivery Manager to lead the delivery of managed services for our customers. The successful candidate will be responsible for ensuring exceptional service performance, driving continual service improvement, building trusted advisor relationships, and acting as the primary point of contact for service governance and customer satisfaction.

The Service Delivery Manager will work closely with customers, technical teams, vendors, and internal stakeholders to ensure services are delivered in line with agreed outcomes while identifying opportunities for innovation, optimisation, and business value.

Key Responsibilities:

Customer Relationship Management-

·        Build and maintain trusted advisor relationships with customer           stakeholders. 

·        Act as the primary escalation point for service-related issues.

·        Lead customer service review meetings, governance forums, and          executive business reviews.

·        Drive customer satisfaction and service excellence across assigned          accounts.

·        Understand customer business objectives and align service delivery          accordingly.

Service Delivery & Governance-

·        Oversee the delivery of managed services, ensuring agreed service          levels and business expectations are achieved.

·        Monitor service performance and drive proactive management of          incidents, service requests, problems, changes, and risks.

·        Own and maintain service improvement plans and associated actions.

·        Manage operational risks and coordinate mitigation activities.

·        Ensure compliance with contractual obligations, service standards, and          best practices.

Continual Improvement-

·        Identify opportunities to improve service quality, efficiency, and          customer experience.

·        Drive process improvement initiatives and operational maturity          programmes.

·        Promote automation, innovation, and adoption of modern technologies          where appropriate.

·        Track and report on improvement initiatives and realised business           benefits.

Service Transition & Operational Readiness-

·        Support the transition of new services into operational support.

·        Participate in operational readiness reviews and service acceptance          activities.

·        Ensure support teams are prepared to deliver new or changed services          successfully.

Stakeholder & Vendor Management-

·        Manage relationships with internal teams, third-party suppliers, and          customer stakeholder.

·        Facilitate collaboration across multiple delivery teams to achieve          service outcomes.

·        Coordinate service restoration and communication during major           incidents.

·         Ensure clear accountability and ownership of service actions and           deliverables.

Reporting & Communication-

·        Prepare and present service performance reports, dashboards, and          recommendation

·        Communicate service risks, trends, achievements, and improvement            opportunities to customers and senior management.

·        Produce executive-level summaries tailored to both technical and non-          technical audiences.

·        Share best practice and contribute to the continuous development of           service management standards.

·        Foster a culture of accountability, collaboration, and customer focus.

Skills, Knowledge and Expertise:

·        Minimum 5-7 years experience in Service Delivery Management

·        Strong understanding of IT Service Management principles and best           practice

·        Experience leading customer governance meetings and service reviews.

·        Proven experience managing customer relationships and service          escalations.

·        Strong stakeholder management and communication skills.

·        Experience producing and presenting service reports and          recommendations.

·        Ability to manage multiple customers, priorities, and competing          demands.

·        Strong analytical, organisational, and problem-solving skills.

·        ITIL Foundation or higher certification.

·        Experience using ServiceNow or similar IT Service Management          platforms.

·        Experience supporting service transitions and operational readiness          activities.

·        Experience within a managed services environment.

·        Understanding of Microsoft technologies.

·        Experience identifying opportunities for automation, AI adoption, or          service optimisation.