IT Service Delivery Manager

IT Service Delivery Manager

Location: Dublin (Hybrid)

Our client is seeking an experienced IT Service Delivery Manager to improve service quality, user satisfaction and operational effectiveness across its IT function.

You will lead the Continual Service Improvement programme and manage key IT Service Management processes, ensuring services are consistent, measurable and aligned with business needs.

Acting as the voice of the customer within IT, you will work closely with business stakeholders, operational teams and third-party providers to identify improvements and strengthen the overall user experience.

The role owns service management governance, coordination and improvement. Technical teams retain responsibility for day-to-day troubleshooting and incident resolution.

Key Responsibilities

Service Experience & Stakeholder Engagement

• Champion the user experience across IT services.
• Develop service review, customer satisfaction and feedback programmes.
• Build trusted relationships with business stakeholders and internal IT Champions.
• Improve communication, engagement and alignment between IT and the wider organisation.

Continual Service Improvement

• Lead the Continual Service Improvement programme and maintain a prioritised improvement roadmap.
• Identify opportunities through service performance data, user feedback, incidents, problems, projects and audits.
• Facilitate improvement workshops with internal teams and suppliers.
• Deliver measurable improvements in service quality, efficiency and operational maturity.

Incident & Problem Management

• Manage Incident, Major Incident and Problem Management processes.
• Oversee escalations, aged incidents, recurring issues and service-level risks.
• Coordinate major incident response, stakeholder communications and service recovery.
• Lead incident and problem reviews, ensuring root causes and corrective actions are addressed.
• Analyse trends to improve stability and reduce business disruption.

Change Enablement

• Manage change governance, ensuring changes are assessed, approved and implemented with appropriate risk controls.
• Coordinate Change Advisory Board reviews and stakeholder engagement.
• Maintain clear change schedules and communications.
• Review change performance and drive improvements to increase success rates and reduce disruption.

Service Performance & Governance

• Manage service levels, KPIs and performance measures.
• Monitor internal and supplier service performance, highlighting risks and improvement opportunities.
• Develop dashboards and reporting covering service quality, customer satisfaction and improvement outcomes.
• Lead service review and governance meetings to drive accountability.

ITSM Platform & Service Enablement

• Act as a co-owner of the ITSM platform.
• Work with administrators, IT teams and suppliers to improve automation, self-service, knowledge management and reporting.
• Strengthen process adoption, workflow governance and data quality.
• Identify opportunities to improve service efficiency and user experience through platform capabilities.

Essential Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related discipline.
• At least five years’ experience in IT Service Management, Service Delivery, Continual Service Improvement or IT Operations.
• Strong knowledge of ITIL principles and service management practices.
• Experience leading Incident, Major Incident and Problem Management processes.
• Proven delivery of Continual Service Improvement initiatives.
• Experience developing service metrics, KPI reports and performance dashboards.
• Experience working with enterprise ITSM platforms.
• Strong stakeholder management, workshop facilitation and relationship-building skills.
• Excellent analytical, communication and presentation skills.
• A collaborative leadership style, with the ability to work independently and across internal teams and external providers.
• A proactive approach to learning and improving services.

Desirable Experience

• ITIL 4 Managing Professional, Practice Manager or equivalent certification.
• Experience with ManageEngine, ServiceNow or Jira.
• Experience in professional services or regulated environments.
• Delivery of automation and service optimisation initiatives.
• Knowledge of Microsoft 365, Azure and modern workplace technologies.