Hybrid IT Service Delivery Manager | CSI & Customer Experience

Arthur Cox LLP; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonuses

25 days annual leave

Leading hybrid working policy

Pension

Health and wellness benefits

Job summary

Arthur Cox LLP is recruiting an IT Service Delivery Manager to lead IT service management and continual service improvement within the Information Technology department in Dublin. The role focuses on delivering high-quality IT services, governance, and stakeholder engagement, reporting to Head of IT Operations, Infrastructure and Security.

The successful candidate will drive ITIL-based practices, CSI initiatives, and service performance improvements across the firm’s IT services in a hybrid

Qualifications

• Bachelor's degree in computing/IT or related field.
• Minimum five years in IT Service Management, Service Delivery, CSI or IT Operations.
• Strong knowledge of ITIL principles and service management best practices.
• Experience leading Incident, Major Incident and Problem Management processes.
• Experience delivering CSI initiatives and developing service metrics.

Responsibilities

• Act as the voice of the customer within IT and champion user experience across all IT services.
• Lead the Continual Service Improvement programme and maintain a prioritised roadmap.
• Oversee Incident, Major Incident and Problem Management processes and drive corrective actions.
• Manage Change Enablement, including Change Advisory Board reviews and governance.
• Develop and maintain service reporting, dashboards and KPIs; drive informed decision-making.

Skills

ITIL knowledge

ITSM

Incident management

Major incident

CSI

Problem management

Change enablement

Service level management

stakeholder engagement

analytical skills

communication skills

leadership

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

ManageEngine

Jira

Job description

Arthur Cox LLP is recruiting an IT Service Delivery Manager to lead IT service management and continual service improvement within the Information Technology department in Dublin. The role focuses on delivering high-quality IT services, governance, and stakeholder engagement, reporting to Head of IT Operations, Infrastructure and Security.

The successful candidate will drive ITIL-based practices, CSI initiatives, and service performance improvements across the firm’s IT services in a hybrid