Information Technology Service Delivery Manager

Realtime Recruitment Limited; Dublin; On-site; EUR 70,000 - 110,000; Full time

Job summary

Realtime Recruitment Limited is seeking an experienced Client-Facing Service Delivery Manager to own service delivery across a portfolio of key client accounts within a managed IT services environment.

This client-facing role requires building strong relationships with senior stakeholders, taking accountability for service performance and ensuring the delivery of high-quality IT services in line with contractual commitments and SLAs.

Qualifications

• Proven experience in a Client-Facing Service Delivery Manager, IT Service Delivery Manager or similar role within an MSP or IT services environment.

Responsibilities

• Client Relationship Management: Build and maintain relationships with key client stakeholders and serve as primary contact for service delivery.
• Service Delivery Ownership: Take end-to-end accountability for delivery across assigned client accounts.
• SLA & KPI Management: Monitor performance against contractual commitments and targets.
• Service Reviews: Lead regular service review meetings and present performance metrics.
• Escalation Management: Own and manage escalations, communicating progress to clients.
• Stakeholder Management: Coordinate with internal teams to ensure service quality.
• Continuous Improvement: Identify opportunities to enhance service quality and efficiency.
• Commercial Management: Be aware of contractual obligations and account performance, spotting revenue opportunities.
• Risk Management: Identify service delivery risks and implement mitigation plans.
• Governance: Maintain governance structures and reporting frameworks.

Skills

Client relationship management

Service delivery ownership

SLA & KPI management

Service reviews

Escalation management

Stakeholder management

Continuous improvement

Commercial management

Risk management

Governance

Education

ITIL certification

Tools

Service management platforms

Reporting tools

Job description

We are seeking an experienced Client-Facing Service Delivery Manager to take ownership of service delivery across a portfolio of key client accounts within a managed IT services environment.

This is a highly client-facing position, requiring someone who can build and maintain strong relationships with senior stakeholders, take accountability for service performance and ensure the consistent delivery of high-quality IT services.

The successful candidate will act as the bridge between clients and internal technical delivery teams, ensuring services are delivered in line with agreed contractual commitments, SLAs and business expectations. They will also play a key role in identifying service improvements, managing escalations and developing long-term client relationships.

Key Responsibilities

• Client Relationship Management: Build and maintain strong relationships with key client stakeholders, acting as their primary point of contact for service delivery matters.
• Service Delivery Ownership: Take end-to-end accountability for the delivery of managed IT services across assigned client accounts.
• SLA & KPI Management: Monitor service performance against contractual commitments, ensuring agreed service levels and operational targets are achieved.
• Service Reviews: Lead regular service review meetings, presenting performance metrics, discussing challenges and agreeing improvement plans.
• Escalation Management: Own and manage service escalations, ensuring issues are addressed promptly and clients are kept informed throughout.
• Stakeholder Management: Work closely with internal technical, infrastructure, support and project teams to ensure effective service delivery.
• Continuous Improvement: Identify opportunities to enhance service quality, operational efficiency and the overall client experience.
• Commercial Management: Maintain awareness of contractual obligations, service costs and account performance, identifying opportunities for service expansion and additional revenue.
• Risk Management: Proactively identify service delivery risks and implement appropriate mitigation plans.
• Governance: Ensure appropriate service management processes, reporting structures and governance frameworks are maintained.

Key Skills & Experience

• Proven experience in a Client-Facing Service Delivery Manager, IT Service Delivery Manager or similar role within an MSP or IT services environment.
• Demonstrable experience managing multiple client accounts and complex service delivery relationships.
• Strong understanding of ITIL principles, service management processes, SLAs and KPIs.
• Experience managing service escalations and resolving complex client issues.
• Excellent stakeholder management and communication skills, with the ability to engage at both operational and senior management level.
• Strong commercial awareness and an understanding of contractual service obligations.
• Experience working across technical teams, including infrastructure, cloud, service desk and application support.
• A proactive approach to identifying service improvements and enhancing the customer experience.

Personal Attributes

• Strong relationship builder who can establish credibility and trust with clients.
• Accountable, commercially minded and delivery focused.
• Confident managing difficult conversations and challenging situations.
• Organised, proactive and comfortable managing competing priorities.
• A natural communicator who can translate technical service issues into clear business language.
• ITIL certification.
• Experience working within an MSP, outsourced IT or managed services environment.
• Experience with service management platforms and reporting tools.
• Exposure to cloud, infrastructure and modern workplace services.