IT Service Delivery Manager

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

Job Title: IT Service Delivery Manager (ITIL focused)

Location: Dublin, Ireland (Hybrid)

Position Type: Permanent, Full-time

Position Overview

We are seeking an experienced and proactive IT Service Delivery Manager to lead and optimise end-user IT support operations, ensuring high-quality technical service across the organisation.

This role is responsible for overseeing the daily operations of the IT Service Desk, managing vendor and partner relationships, ensuring strict adherence to SLAs/OLAs, and spearheading service improvement initiatives. The ideal candidate brings strong leadership skills, expertise in ITIL framework implementation, and a hands-on understanding of enterprise legal and corporate IT environments.

Key Responsibilities & Accountabilities

1. Service Desk Leadership & Operational Management

• Supervise, mentor, and build high-performing Level 1 and Level 2 Service Desk personnel.
• Maintain overall accountability for incident management, request fulfillment, problem management, and ticket escalation workflows.
• Establish, track, and report on key performance indicators (KPIs), Service Level Agreements (SLAs), and Operational Level Agreements (OLAs).
• Monitor support queue health, resource allocation, and escalation paths to drive efficient resolution times and high end-user satisfaction.
• Oversee key third-party technology vendor relationships and external managed service providers (MSPs).
• Monitor provider performance against contractual commitments and lead operational service review meetings.
• Manage asset lifecycles, hardware inventory procurement, and vendor licensing operational requirements.

3. Continual Service Improvement (CSI) & Process Engineering

• Leverage ITIL best practices to continuously refine IT service delivery frameworks, standard operating procedures (SOPs), and internal knowledge bases.
• Implement structured root cause analysis (RCA) processes for major IT incidents to prevent recurrence.
• Drive self-service enablement, automated ticketing workflows, and user training initiatives to reduce ticket volumes and resolution times.
• Function as the primary escalation contact during major operational disruptions or critical outages outside standard operating parameters.
• Direct technical incident bridge communications, stakeholder notifications, and post-incident review documentation.

Technical Environment & Tooling Stack

Candidates must demonstrate direct operational experience or proficiency with the following core tools and technologies:

• IT Service Management (ITSM): ServiceNow, ManageEngine ServiceDesk Plus, or Jira Service Management.
• Directory Services & Identity Management: Active Directory, Microsoft Entra ID (Azure AD), OKTA, or Single Sign-On (SSO) systems.
• Productivity & Collaboration Suites: Microsoft 365 Enterprise ecosystem (Exchange Online, Teams, SharePoint, OneDrive).
• Endpoint & Systems Management: Microsoft Intune / Endpoint Manager, System Center Configuration Manager (SCCM), or Jamf.
• Remote Support & Deployment Tools: BeyondTrust (Bomgar), TeamViewer, or LogMeIn.
• Reporting & Analytics: Power BI or Excel Advanced Analytics for service desk metric reporting and trend analysis.

Candidate Profile & Qualifications

Essential Experience & Skills

• Experience: 5+ years in IT Service Management, Service Desk Management, or IT Operations Leadership-preferably within professional services, legal, financial, or corporate environments.
• Framework Certifications: 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.

Desirable Qualifications

• Experience operating within legal practice management systems or law firm technology ecosystems.
• Professional certifications such as PMP / PRINCE2, Microsoft Certified: Enterprise Administrator, or equivalent.