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Service Delivery Manager

Job Title: Service Delivery Manager
Contract Type: Contract
Location: Dublin, Republic of Ireland
Salary: £650 - £700 per day
Start Date: ASAP
Reference: BBBH5634255777_1516964970
Contact Name: Charlotte O'loughlin
Contact Email: c.oloughlin@parity.net
Job Published: January 26, 2018 11:09

Job Description

Service Delivery Manager

Dublin. 12 Months. Retail. £650-£700 P/D

Service Delivery Manager required in Dublin for an inital 12 Month contract. You will play a central role in ensuring the delivery of quality service to end clients.

Key requirements

Service Design - Represent IT Operations during project phase ensuring:

  • On-going Service Delivery is considered at the earliest stage in the project
  • That a Service Architecture is developed and agreed
  • That as service model is developed and documented.
  • That service level requirements are identified, documented and agreed
  • That the technical architecture is capable of delivering the Service level Requirements in terms of Availability, Capacity, Reliability, Security, Maintainability etc.
  • That the necessary vendor contracts are negotiated and agreed for on-going service

Service Transition

  • Ensure that the ICT Operations team (Resolver Groups, service Desk etc. have received appropriate training.
  • Ensure that required documentation is available and communicated
  • Ensure that processes and procedures have been tested pre go live
  • Ensure that appropriate 'Early Life Support' is in place.

Service Delivery

  • Managing service delivery to ensure the maintenance of a fully functional, reliable and secure ICT environment
  • Ensure strong relationships are built and managed between Operations and our internal customers specifically in regard to Technology operational services, issues and support.
  • Accountable for all aspects of overall service management including those delivered by Technology Service Partner/s, driving stability & issues resolution to best protect the business and closely managing major incidents and issues, driving problem management to identify & remove root cause to prevent reoccurrence & future issues.
  • Provides expert management support to difficult, high profile customer issues and ensures root-case analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
  • Will be required to be part of Service Delivery on-call rota and provide support and leadership outside of core business hours for Major Incidents / High impacting issues.

Service Level management - Provide a focus for Contractual SLA management and customer satisfaction and productivity improvement.

Partner / Vendor management

  • Balance Technology Service Partners contractual obligations with the priorities of the Business - optimising value and performance from our Service Partners
  • Monitor the overall level of service provided by Technology Service Partner/s including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues or gaps, benchmarking to ensure best in class.
  • Ensure the agreement and operation of SLAs in respect of new services provided by Technology Partners following their introduction

Documentation and standards

  • Maintain comprehensive documentation, asset management and licensing information.
  • Drive in Quality through implementation and institutionalisation of the ITIL framework
  • Focuses on delivering a 'Lean' service, reducing waste demand and streamlining processes where possible

Change Control

  • Support the application of strong Change Control to the Live environment in conjunction with the Change Manager
  • Be an active member of the CAB
  • Ensure all changes to the live environment are assessed, approved, implemented and reviewed in a controlled manner

Required skills and experience

  • At least 5 years' experience in Technology environment with at least 5 years' experience in a Technology Customer facing role.
  • Exceptional ability to motivate and influence key contacts and decision makers required.
  • Proven negotiation skills and ability to influence others at different levels.
  • Excellent communications skills coupled with a thorough knowledge of the business
  • Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.
  • Proven team player in working with one's peers to ensure that delivery of service is timely, efficient and of high quality.
  • Excellent verbal, written communication and presentation skills together with the ability to deliver customer presentation skills to board level.
  • Practical financial budget experience and a track record of management experience operating at a high level in the organisation.
  • Proven commercial awareness and a track record of working with vendors / partners.
  • Experience in creating a high performance culture through target setting, performance evaluation, and employee engagement.
  • Project Management capabilities with ability to plan, initiate, monitor and implement projects within a team.
  • Service Management capabilities in particular Service Level Management, Incident Management, Change Management and Asset Management, ITIL accreditation at minimum to Foundation level essential.
  • Experience with Oracle E-Business Suite Financials and Oracle Retail (desirable).
  • Monitor and report on software licensing usage.

For more information please apply now

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