Position Description

IT Service Delivery Manager
Location Dublin
Job Category 633
# of openings 1
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The IT Service Delivery Manager has responsibility for developing and maintaining strong customer relationships and ensuring services delivered meet the agreed services levels. The IT Service Delivery Manager will design and maintain the approach to customer service and work closely with the Service Centre team to ensure the services are aligned to the ITIL Service Management framework and the ISO 9001 Quality and 27001 Security standards.

Key responsibilities

  • Maintaining positive relationships with customers
  • Establish and lead service review programme with customers
  • Identifying customer needs and overseeing service delivery to them
  • Leading the service delivery service teams, managing conflict, and ensuring processes and tasks are carried out efficiently
  • Building partnerships and liaising with service team leads to determine the services, delivery criteria, and solutions for issues
  • Managing service delivery against agreed service levels and commercial commitments
  • Manage service reporting by designing reporting structures, reviewing reports, and presenting reports at service review meetings
  • Commercially focused with the ability to present proposals, presenting at customer meetings and workshops and identifying new service opportunities
  • Determining ways to reduce costs without sacrificing customer satisfaction
  • Assessing customer feedback and use creativity to establish, improve, and refine services


  • ITIL accreditation, ideally practitioner level or higher
  • 3rd level education with strong IT skillset
  • Experience in maintaining Service, Quality, Data & Security management systems
  • Experience in IT service delivery, team leadership, and project management
  • Excellent customer service, leadership, project management, and quality control skills
  • Excellent communication and documentation skills
  • Good resource planning skills
  • Strong teamwork skills and attention to detail
  • Lead continuous improvement by identifying and leading ways for improvement and growth
  • Technology Focused with ongoing self-improvement through experience, training, and certification
  • Ensure that all certification and accreditation is kept up to date

This role is based in Dublin with the ability to travel as required.



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