IT Service Delivery Manager

GCS; Dublin; On-site; EUR 70,000 - 100,000; Full time

Job summary

GCS in Ireland is seeking an experienced IT Service Delivery Manager to oversee IT service management processes, drive service improvements and elevate the end-user experience. You will collaborate with business stakeholders, IT teams and external service providers to monitor performance, govern processes and ensure services meet business needs, with a focus on governance rather than hands-on support.

This role requires a solid ITIL background, five years of delivery experience, and strong

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
• Minimum five years' experience in IT Service Management, Service Delivery, Continual Service Improvement or IT Operations.
• Strong knowledge of ITIL principles and service management best practices.
• Experience with incident, major incident and problem management.
• Experience with service metrics, KPI reporting and dashboards.
• Experience with enterprise ITSM platforms.
• Excellent stakeholder management, communication and analytical skills.

Responsibilities

• Manage Incident, Major Incident and Problem Management processes, ensuring effective escalation, communication and follow-up.
• Drive Continual Service Improvement initiatives to improve service quality, efficiency and user satisfaction.
• Manage Change Enablement processes, including change governance, risk assessment and Change Advisory Board (CAB) reviews.
• Oversee Service Level Management, monitoring KPIs, service performance and agreed service levels.
• Develop service reports, dashboards and performance metrics to identify trends and improvement opportunities.
• Build strong relationships with business stakeholders, IT teams and external service providers.
• Lead service reviews and major incident reviews, ensuring root causes are addressed and corrective actions are completed.
• Support the ongoing improvement, adoption and effective use of enterprise ITSM platforms, including automation, self-service and reporting.

Skills

ITIL knowledge

Stakeholder management

Communication

Analytical skills

Problem-solving

Process improvement

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Jira Service Management

ManageEngine

Microsoft 365

Azure

Job description

We are looking for an experienced IT Service Delivery Manager to oversee IT service management processes, improve service quality and enhance the end-user experience.

You will work closely with business stakeholders, IT teams and third-party service providers to monitor service performance, drive continual improvement and ensure IT services meet business needs. The role focuses on service management, process governance and stakeholder engagement rather than hands-on technical support.

Key Responsibilities

• Manage Incident, Major Incident and Problem Management processes, ensuring effective escalation, communication and follow-up.
• Drive Continual Service Improvement initiatives to improve service quality, efficiency and user satisfaction.
• Manage Change Enablement processes, including change governance, risk assessment and Change Advisory Board (CAB) reviews.
• Oversee Service Level Management, monitoring KPIs, service performance and agreed service levels.
• Develop service reports, dashboards and performance metrics to identify trends and improvement opportunities.
• Build strong relationships with business stakeholders, IT teams and external service providers.
• Lead service reviews and major incident reviews, ensuring root causes are addressed and corrective actions are completed.
• Support the ongoing improvement, adoption and effective use of enterprise ITSM platforms, including automation, self-service and reporting.
• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
• Minimum five years' experience in IT Service Management, Service Delivery, Continual Service Improvement or IT Operations.
• Strong knowledge of ITIL principles and service management best practices.
• Proven experience managing Incident, Major Incident and Problem Management processes.
• Experience with service metrics, KPI reporting and performance dashboards.
• Experience using enterprise ITSM platforms.
• Excellent stakeholder management, communication, analytical and problem-solving skills.
• Ability to collaborate effectively with technical teams, business stakeholders and external service providers.
• ITIL 4 certification or equivalent.
• Experience with ServiceNow, ManageEngine or Jira Service Management.
• Experience in professional services, legal services or regulated environments.
• Knowledge of Microsoft 365, Azure and modern workplace technologies.
• Experience with service automation and process optimisation.