Service Delivery Manager
Role Title:
Service Delivery Manager
Business Area:
Client ServicesAbout This Role:
Following a period of continual growth, we are excited to be recruiting a Service Delivery Manager to join the team.
This is a 12-month fixed-term contract, based in our Dublin office at HSQ on a hybrid basis.
Expectations From The Role:
•Monitor our overall Service Delivery Metrics, including, Service Levels, Incidents, process and change management and instigate appropriate actions to address any issues or non-conformance.
•Participate in commercial contract negotiations for new and rolling client contracts.
•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.
•Maintain and monitor performance Levels for all ICT operations, controls and processes to ensure a high level of customer satisfaction.
•Attend Quarterly Review meetings with assigned clients, providing report dashboards as input to Service Level Reviews.
•Work closely with all partner vendors to ensure compliance and regulatory requirements around training and service delivery are met.
Requirements For A Successful Application:
•7 – 10 years’ experience working in a large IT Organisation.
•Strong technical background mandatory
•Proven commercial experience and awareness.
•Project Management capabilities with ability to plan, initiate, monitor and implement projects within a team.
•Service Delivery Management capabilities in particular service level management, incident management, change management and performance management.
•Proven experience in a client facing position.
•ITIL qualification required.
•Third level IT / Management qualification would be an advantage.
Others:
