IT Service Delivery Lead — ITIL Expert (Hybrid, Dublin)

Berkley Group; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Berkley Group in Dublin, Ireland (Hybrid) is seeking an experienced IT Service Delivery Manager to lead end-user IT support operations and ensure high-quality service delivery across the organisation. The role requires hands-on ITIL expertise, strong leadership, and the ability to manage vendor relationships, SLAs/OLAs, and drive service improvement initiatives in a corporate environment.

Candidates should bring 5+ years in ITSM/Service Desk leadership, with experience in legal or financial

Qualifications

• 5+ years in IT Service Management, Service Desk Management, or IT Operations Leadership-preferably within professional services, legal, financial, or corporate environments.
• Strong practical understanding of ITIL frameworks (ITIL v3 or v4 Foundation certification highly desirable).
• Leadership: Proven capability to lead, motivate, and develop multi-tiered technical support teams.
• Communication: Exceptional written and verbal communication skills, with a demonstrated ability to interface effectively with senior partners, executives, and non-technical stakeholders.
• Problem-Solving: Analytical mindset adept at resolving complex operational issues, managing conflicting priorities, and making decisive operational calls under pressure.

Responsibilities

• Lead and mentor Level 1 and Level 2 Service Desk personnel.
• Maintain accountability for incident management, request fulfilment, problem management, and ticket escalation workflows.
• Establish, track, and report on KPIs, SLAs, and OLAs.
• Monitor support queue health, resource allocation, and escalation paths for efficient resolution and satisfaction.
• Oversee third-party vendors and MSP relationships and performance reviews.
• Manage asset lifecycles, hardware inventory procurement, and licensing requirements.
• Leverage ITIL to refine service delivery frameworks, SOPs, and knowledge bases.
• Drive root cause analyses for major incidents to prevent recurrence.
• Promote self-service, automated workflows, and user training to reduce ticket volumes.
• Act as primary escalation contact during major disruptions and document post-incident reviews.

Skills

IT Service Management

Service Desk Leadership

ITIL Framework

Vendor & MSP Management

KPIs/SLAs/OLAs

Root Cause Analysis

Communication with Executives

Stakeholder Management

Tools

ServiceNow

Jira Service Management

ManageEngine ServiceDesk Plus

Active Directory

Azure AD

OKTA

Power BI

Excel

SCCM

BeyondTrust

TeamViewer

LogMeIn

Job description

Berkley Group in Dublin, Ireland (Hybrid) is seeking an experienced IT Service Delivery Manager to lead end-user IT support operations and ensure high-quality service delivery across the organisation. The role requires hands-on ITIL expertise, strong leadership, and the ability to manage vendor relationships, SLAs/OLAs, and drive service improvement initiatives in a corporate environment.

Candidates should bring 5+ years in ITSM/Service Desk leadership, with experience in legal or financial