Senior Client-Facing IT Service Delivery Lead

Realtime Recruitment Limited; Dublin; On-site; EUR 70,000 - 110,000; Full time

Job summary

Realtime Recruitment Limited is seeking an experienced Client-Facing Service Delivery Manager to own service delivery across a portfolio of key client accounts within a managed IT services environment.

This client-facing role requires building strong relationships with senior stakeholders, taking accountability for service performance and ensuring the delivery of high-quality IT services in line with contractual commitments and SLAs.

Qualifications

• Proven experience in a Client-Facing Service Delivery Manager, IT Service Delivery Manager or similar role within an MSP or IT services environment.

Responsibilities

• Client Relationship Management: Build and maintain relationships with key client stakeholders and serve as primary contact for service delivery.
• Service Delivery Ownership: Take end-to-end accountability for delivery across assigned client accounts.
• SLA & KPI Management: Monitor performance against contractual commitments and targets.
• Service Reviews: Lead regular service review meetings and present performance metrics.
• Escalation Management: Own and manage escalations, communicating progress to clients.
• Stakeholder Management: Coordinate with internal teams to ensure service quality.
• Continuous Improvement: Identify opportunities to enhance service quality and efficiency.
• Commercial Management: Be aware of contractual obligations and account performance, spotting revenue opportunities.
• Risk Management: Identify service delivery risks and implement mitigation plans.
• Governance: Maintain governance structures and reporting frameworks.

Skills

Client relationship management

Service delivery ownership

SLA & KPI management

Service reviews

Escalation management

Stakeholder management

Continuous improvement

Commercial management

Risk management

Governance

Education

ITIL certification

Tools

Service management platforms

Reporting tools

Job description

Realtime Recruitment Limited is seeking an experienced Client-Facing Service Delivery Manager to own service delivery across a portfolio of key client accounts within a managed IT services environment.

This client-facing role requires building strong relationships with senior stakeholders, taking accountability for service performance and ensuring the delivery of high-quality IT services in line with contractual commitments and SLAs.