Brown Thomas Retail Opportunities

Position Description

Service Delivery Manager
Location Head Office, South Anne Street, Dublin
ID 3367
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At Brown Thomas Arnotts, our Vision is to Reinvent Retail. Our purpose is that we exist to imagine and create a sustainable future and our values are at the heart of everything we do in that we Always go above and beyond, Do the right thing and Drive creativity and innovation.  Creating an exceptional experience for our customers is key to our brand success and ensuring that our customer is at the forefront of everything that we do.  


As Service Delivery Manager you will transform and manage the service desk teams and processes to ensure delivery support for the IT services offered to our business units. You will communicate with team members, and stakeholders to ensure our company’s technologies are used appropriately, using our internal customers as the conduit for the voice of the ultimate customer, who is always the most important judge of our performance.

Transformation experience, Strategic thinking and strong business acumen are important in this role. We expect you to be well-versed in Service Delivery frameworks, organisation structures and processes (such as ITSM, ITIL), but also familiar with a variety of business concepts. We embrace innovation but there must always be a focus on business outcomes and you need to be able to communicate all aspects of the journey to the end customer.

Overseeing the service delivery unit of our company will lead to multifaceted and varied job duties. Therefore, all of these roles and responsibilities will be at a high level and involve some degree of leadership, management, and decision-making.

  • Transform the service delivery processes in BTA to ensure the correct outcomes for our business and set the direction for the team in term of delivering application and infrastructure services in an efficient and controlled manner.
  • Use strategic thinking and problem management to eliminate recurring issues, ensuring correct L1/L2 support model is in place.
  • Communicate status of overall service delivery to all business areas, including the establishment and reporting of KPI’s and SLA/OLA’s.
  • Continuously improve service delivery processes and business engagements.
  • Enhance the Change Management Controls and get buy-in from various parties as to their requirements
  • Set the direction for the team and ensure ownership and effective communication across all items
  • Conduct regular meetings with the Head Infrastructure and Operations and business units to communicate current status and plans on all items.
  • Provide leadership to the team through professional development activities.
  • Create and managing a high performing team consisting of Application Analysts, Infrastructure Administrators and Service Desk analysts (backed up by vendor support contracts) to support the service delivery offering
  • Manage the compliance with the Security Requirements within the organisation
  • Ensure the support footprint matches the business requirements of the various stores and fulfilment operations
  • Ownership of the incident management process
  • Working closely with the PMO function to ensure the overlaps in terms of resourcing, dependencies and implementations works effectively
  • Become a key member and contributor to the Infrastructure and Operations Leadership team.


  • Proven successful experience in a technology/service delivery leadership role
  • Strong leadership ability in developing and mentoring staff to ensure the correct results
  • Deep knowledge of ITIL
  • Understanding of budgets and business-planning
  • Excellent communication skills
  • The ability to express complex technical issues in a simple business-like manner
  • Strategic thinking
  • Problem-solving aptitude
  • Ability to quickly understand and collate detailed analysis of the issues



We Drive Creativity and Innovation:  Creativity runs through our veins and fuels everything we do. We are an enterprising team that thinks outside the box to bring new ideas to life and to create unrivalled experiences designed for our customers and our world. Fostering a culture of innovation, we keep ahead of the rest while growing sustainably.

We Go Above and Beyond:  As agents of change within our industry we set the standard, always leading, never imitating. We love to go where others haven't and thrive on sharing our knowledge and expertise. We work to surpass expectations, inspiring everyone who comes in to contact with our brands.

We Do the Right Thing:  We respect our world and everyone we interact with. Acting with decency, honesty and transparency, we strive to ensure that everything we contemplate or do, contributes to a sustainable future. Embracing diversity and inclusivity we build trust among our customers, partners, communities and with each other.




Our City Centre based Head Office is close to all forms of transport and surrounded by many shops, parks and beautiful restaurants.

Team discount is offered across Brown Thomas, Arnotts and our Concession partners

Wellbeing initiatives; EAP Scheme, Tax Saver Commuter, Bike to Work, Local Discounts


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