Service Delivery Manager
Service Delivery Manager – Managed IT Services
Dublin \| Hybrid
€65,000–€80,000 DOE \+ bonus \& benefits
Clear progression opportunity to Operations Management as the business grows
We are recruiting a Service Delivery Manager for an established and growing Irish Managed IT Services provider.
This is a hands\-on leadership role with real ownership of day\-to\-day service delivery across the Service Desk, Field Service and routine customer installations.
We are looking for someone who genuinely cares about service — someone who notices when tickets aren't moving, customers aren't being updated or resources aren't being used effectively and takes ownership of putting things right.
You'll lead the people, processes and resources behind service delivery while working alongside strong technical expertise within the business. You don't need to be the most technical person in the room, but you do need to understand IT service delivery and be comfortable leading technical people and talking confidently with customers.
What You'll Own
- Day\-to\-day Service Desk and Field Service performance
- Ticket queues, SLAs, priorities and escalations
- People management, 1:1s and team development
- Resource, capacity and out\-of\-hours planning
- Customer escalations and service review meetings
- Routine/run\-rate installations including PCs and laptops
- PSA discipline across tickets, scheduling, Field Service and installations
- Productivity, utilisation and operational performance
- Continuous improvement and process efficiency
- Identifying and quantifying efficiency improvements in € terms
The business operates using EOS (Entrepreneurial Operating System), so clear ownership and accountability are important. You'll Lead, Manage and be Accountable for Service Delivery and its results.
What We're Looking For
You'll ideally have experience in Service Delivery, Service Desk Management, Managed Services or IT Operations and have managed technical people in a customer\-focused environment.
You'll be comfortable with:
- Managing multiple competing priorities
- Leading and developing technical teams
- Handling challenging customer escalations
- Running customer service reviews
- Resource and capacity planning
- Using SLAs and KPIs to improve performance
- Working with a PSA/service management platform
- Using data to identify operational and financial improvements
Previous MSP experience would be highly advantageous.
The Person
We're particularly interested in someone who takes ownership.
You'll care about the detail without becoming buried in it, be comfortable spinning multiple plates, communicate naturally with customers and be prepared to pick up the phone when that's the quickest way to solve a problem.
You'll be organised, commercially aware, comfortable holding people accountable and continually looking for better ways of working.
Where Can the Role Go?
This isn't intended to be a static Service Delivery Manager position.
As the business grows, there is a genuine opportunity for the successful person to broaden their responsibilities and progress towards Operations Manager and potentially Operations Director over approximately five years.
Pay: €65,000\.00\-€80,000\.00 per year
Benefits:
- Additional leave
- Bike to work scheme
- Company events
- Company pension
- Employee assistance program
- On\-site parking
- Private medical insurance
- Sick pay
- Wellness program
- Work from home
- DUBLIN 12, County Dublin: reliably commute or plan to relocate before starting work (required)
- Service delivery management in an IT company: 3 years (required)
- English (required)
- Ireland (required)
This listing is from Indeed. View original listing ↗