IT Service Delivery Lead - CSI & User Experience

Arthur Cox LLP; Dublin; Hybrid; EUR 75,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonuses

25 days annual leave

Hybrid working policy

Pension scheme

Internal committees

Gym and wellness programs

Job summary

Arthur Cox LLP, a leading Irish law firm, invites applications for an IT Service Delivery Manager. This role focuses on delivering high-quality IT services, leading CSI, and governing ITIL processes within a hybrid work model in Dublin.

The successful candidate will drive service improvement, manage incident and problem processes, and collaborate with stakeholders across the firm to enhance user experience and service maturity.

Qualifications

• Bachelor’s degree in computer science, information technology, engineering, or related field.
• Minimum five years' experience in IT Service Management, Service Delivery, CSI or IT Operations roles.
• Strong knowledge of ITIL principles and service management best practices.
• Experience leading Incident, Major Incident and Problem Management processes.
• Proven experience delivering Continual Service Improvement initiatives.
• Experience developing service metrics, KPI reporting and dashboards.
• Experience with enterprise ITSM platforms.
• Strong stakeholder engagement and facilitation skills.
• Excellent analytical, communication and presentation skills.

Responsibilities

• Act as the voice of the customer within IT to champion the user experience across all IT services.
• Manage the firm’s Continual Service Improvement (CSI) programme and maintain a prioritised service improvement roadmap.
• Oversee Incident, Major Incident and Problem Management processes, ensuring issues are managed and resolved to SLAs.
• Coordinate Change Enablement processes, ensuring changes are assessed, approved and implemented.
• Manage Service Level Management, KPIs and performance reporting.
• Act as co-owner of the ITSM platform, partnering with teams and suppliers to improve service management capabilities.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Communication skills

Presentation skills

Collaborative leadership

Incident management

Problem management

Service delivery

Continual service improvement

Service metrics & dashboards

Enterprise ITSM platforms

Education

Bachelor’s degree in Computer Science / Information Technology / Engineering or related field

Tools

ManageEngine

ServiceNow

Jira

Microsoft 365

Azure

Job description

Arthur Cox LLP, a leading Irish law firm, invites applications for an IT Service Delivery Manager. This role focuses on delivering high-quality IT services, leading CSI, and governing ITIL processes within a hybrid work model in Dublin.

The successful candidate will drive service improvement, manage incident and problem processes, and collaborate with stakeholders across the firm to enhance user experience and service maturity.