Service Delivery Manager

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.

• 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.

• 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.
• Third level IT / Management qualification would be an advantage.

Our purpose is connect for a better Ireland.

Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.

Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir.

We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.

If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.