Service Delivery Manager

• Dublin 2 - hybrid working
• Medium sized insurance business
• Permanent position - bonus + pension + health on offer

Our client is a leading, award winning business in the heart of Dublin 2 that has been around for decades. A new position has been created in the team to improve their service delivery capabilities within the group.

As a pivotal member of their IT department, the Service Delivery Manager will collaborate closely with the Head of IT to ensure seamless IT support and service delivery, effectively meeting the needs of their customers.

Key Responsibilities:

Service Management:

• Enhance service levels through innovative Helpdesk strategies.
• Implement and refine service processes to maintain high performance.
• Manage End User device fleet to align with business requirements.
• Develop and implement methodologies for exceptional service delivery.
• Anticipate future demands and enhance service delivery performance.
• Analyze processes for optimization, both internally and externally.
• Oversee projects and on-site AV facilities to ensure successful delivery.
• Create and implement end-user training programs for key applications.

Team Management:

• Provide mentorship and technical training to the Technical Support team.
• Align performance management processes with company frameworks.
• Collaborate with the Infrastructure and Security Manager for resource planning.
• Support recruitment and structured onboarding processes in partnership with the People Team.

Information Security Management:

• Collaborate on implementing company-wide information security controls.
• Manage End User Vulnerability and Patch Management Program.
• Ensure compliance with ISO27001 standards for end-user technical controls.
• Support ISO27001 certification and audit program maintenance.
• Manage device refresh programs and licensing agreement compliance.
• Maintain end-user assets and oversee security requirements and backups.

Project and Change Management:

• Collaborate on proposed solutions with internal teams and technical experts.
• Execute projects following company project management methodology.
• Conduct feasibility and impact assessments for proposed solutions.
• Prepare user manuals and training material for new functionality.
• Participate in technical and business acceptance tests.

Desired Experience, Skills, and Qualifications:

• Relevant IT experience with a focus on service delivery and project management.
• Bachelor's degree in Computer Science or equivalent professional experience.
• Relevant IT certifications such as ITIL, CISSP, or equivalent.
• Strong business acumen and ability to deliver IT solutions aligned with business objectives.
• Analytical mindset with excellent prioritization and communication skills.
• Proficiency in data analysis and report compilation.
• Excellent planning abilities to manage technical activities effectively.
• Experience managing technical support teams and strong people management skills.
• Administrative knowledge and practical experience with various technologies and IT infrastructure.
• Proficiency in networking principles and office automation tools.
• Experience in vendor management and designing training programs.
• Strong understanding of IT security best practices.
• Exceptional English communication skills, both written and verbal.
• Proven ability to build effective relationships and manage time efficiently.
• Capability to drive change collaboratively and secure consensus.
• Experience in the Financial Services/Insurance Industry is beneficial but not essential.

From here on out, an interesting role awaits with an employer of choice. Somewhere that you can help drive real change, make an impact, and have fun along the way.

Please click APPLY now to be immediately considered!