IT Service Delivery Lead — CSI & ITIL Expert (Hybrid Dublin)

MCS Group | Your Specialist Recruitment Consultancy; Dublin; Hybrid; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid working in Dublin

25 days annual leave

Health and wellness benefits

Ownership of CSI initiatives

Job summary

MCS Group is delighted to be working with a leading professional services organisation in Dublin as they look to recruit an experienced IT Service Delivery Manager to join their growing IT function.

This role focuses on ITSM, CSI, ITIL processes and delivering improved user experience, with a hybrid arrangement in Dublin (3 days on-site).

You will own ITSM processes, drive performance improvements and work closely with stakeholders across the business.

Qualifications

• At least 5 years' experience in ITSM / IT Service Delivery.
• Strong ITIL (ITIL 4) knowledge and best practices.
• Experience with Incident, Major Incident and Problem Management.
• Experience with CABs and change governance.
• Proven SLA/KPI management and service reporting.
• Experience with ServiceNow, ManageEngine or Jira Service Management.
• Excellent stakeholder engagement with both technical and non-technical audiences.
• Degree in IT, Computer Science or related discipline.
• ITIL 4 certification.
• Experience in professional services or regulated environments.

Responsibilities

• Lead the Continual Service Improvement (CSI) programme, identifying and delivering improvements across IT services.
• Manage ITIL processes, including Incident, Major Incident, Problem and Change Management.
• Overseeing major incidents, ensuring effective escalations, stakeholder communication and post-incident reviews.
• Managing Change Advisory Board (CAB) activities and ensuring IT changes are properly assessed and controlled.
• Monitoring service performance against agreed SLAs and KPIs, producing reports and dashboards.
• Working closely with internal IT teams, senior stakeholders and third-party suppliers to improve service delivery.
• Supporting the ongoing development and optimisation of ITSM platforms, including automation, self-service and reporting capabilities.

Skills

ITIL 4

ITSM

Stakeholder management

Change management

CSI programme leadership

SLA/KPI management

Reporting and dashboards

Education

Degree in IT / Computer Science or related

Tools

ServiceNow

ManageEngine

Jira Service Management

Job description

MCS Group is delighted to be working with a leading professional services organisation in Dublin as they look to recruit an experienced IT Service Delivery Manager to join their growing IT function.

This role focuses on ITSM, CSI, ITIL processes and delivering improved user experience, with a hybrid arrangement in Dublin (3 days on-site).

You will own ITSM processes, drive performance improvements and work closely with stakeholders across the business.