IT Service Delivery Manager – 24/7 Hybrid Role

Tata Consultancy Services; Letterkenny; Hybrid; EUR 80,000 - 100,000; Full time

Job summary

A leading IT organization in Letterkenny is seeking a Service Delivery Manager. This strategic role involves ensuring seamless IT support for enterprise clients, leading a large-scale service desk, and driving operational excellence. Ideal candidates will have proven leadership skills, a background in service delivery management, and familiarity with ITIL processes. Competitive salary and growth opportunities are available.

Benefits

Competitive salary packages

Health care and wellness initiatives

Access to extensive training resources

Pension and life assurance

Discounts within the larger Tata network

Qualifications

• Proven ability to lead large teams and manage 24/7 services.
• Hands-on experience in managing IT Service Desk operations.
• Skilled in stakeholder engagement and conducting service reviews.
• Strong understanding of ITIL frameworks.
• Ability to interpret KPIs and present actionable insights.
• Proficiency with ITSM platforms and experience with automation.
• Effective communication with clients and technical teams.
• Demonstrated success in driving innovation and process improvements.

Responsibilities

• Own the delivery of L1 enterprise support services.
• Oversee service desk operations across shifts.
• Lead and mentor team leaders and associates.
• Act as primary contact for client stakeholders.
• Track KPIs and present actionable insights.
• Ensure optimal staffing for 24/7 coverage.
• Enforce ITIL best practices and security standards.
• Manage budgets and control operational costs.
• Identify opportunities for process optimization.
• Oversee major incident handling and communication.

Skills

Leadership & People Management

Service Delivery Management

Client Relationship Management

ITIL & Process Governance

Performance Analysis & Reporting

Technology & Tools Familiarity

Communication & Negotiation Skills

Continuous Improvement Mindset

Education

Bachelor's Degree

Tools

ITSM platforms

ServiceNow

Job description

A leading IT organization in Letterkenny is seeking a Service Delivery Manager. This strategic role involves ensuring seamless IT support for enterprise clients, leading a large-scale service desk, and driving operational excellence. Ideal candidates will have proven leadership skills, a background in service delivery management, and familiarity with ITIL processes. Competitive salary and growth opportunities are available.