Senior IT Lead and Delivery Manager

Tp-8f723eaf; Leinster; On-site; EUR 60,000 - 70,000; Full time

Job summary

Tp-8f723eaf in Dublin, Ireland is seeking a Senior IT Lead & Client Success Manager to drive IT operations across two on-site sites. You will lead a 3–5 person Desktop Support team, own regional budgets, and partner with clients and senior stakeholders to translate technology into business value.

In this role you’ll shape service delivery, ensure SLA/OLA targets, chair CAB meetings, manage 24/7 on-call support, and guide strategic IT initiatives with commercial awareness and a customer-first

Qualifications

• 8+ years’ experience within enterprise IT environments.
• Minimum 5 years leading IT teams within a BPO, Managed Services, or large enterprise environment.
• Previous people management experience.
• Strong commercial awareness with experience managing operational budgets.
• Proven experience managing enterprise service delivery and stakeholder relationships.

Responsibilities

• Lead IT operations across Dublin sites, ensuring SLA/OLA targets are met.
• Own regional IT operating and capital budgets, delivering ROI and commercial value.
• Build relationships with clients, TAMs, and senior stakeholders to position IT as a strategic partner.
• Lead governance around Change, Security, GDPR, and business continuity.
• Chair or contribute to Change Advisory Board (CAB) meetings for high-risk changes.
• Lead a 3–5 person Desktop Support team, coaching and developing staff.
• Senior escalation point for Priority 1/2 incidents and guide technical responses.
• Oversee 24/7 on-call support and ensure maximum availability of local infrastructure and end-user computing.

Skills

Strategic IT leadership

Stakeholder management

Budget management

Change management

Service improvement

Tools

ServiceNow

Jira Service Management

Active Directory

Okta

Fortinet

Juniper networking

Job description

Location: Dublin, Ireland (On-site across two sites)
Salary: €60,000 to €70,000
Reports to: Head of IT Infrastructure / Head of Service Delivery

Shape the Future of IT Service Delivery

Are you an experienced IT leader who thrives on solving complex technical challenges while building trusted relationships with clients and senior stakeholders?

We’re looking for a Senior IT Lead & Client Success Manager to lead IT operations across our Dublin sites. This is a high-impact leadership role where you’ll combine strategic thinking with hands‑on operational excellence, ensuring technology delivers measurable value to both our clients and the business.

You’ll become the face of IT for the Dublin operation—driving service excellence, leading a talented technical team, influencing senior leadership, and ensuring every technology investment supports business growth and customer success.

What You’ll Be Doing

• Strategic Leadership & Business Partnership
• Represent IT on the Dublin Leadership Team, helping shape strategic decisions and regional technology initiatives.
• Own the regional IT operating and capital budgets, ensuring investments deliver measurable ROI, operational efficiencies, and commercial value.
• Build strong relationships with clients, Technical Account Managers (TAMs), and senior stakeholders, positioning IT as a trusted business partner.
• Support client retention, business growth, and new business opportunities through exceptional technology delivery.
• Service Delivery Excellence
• Take ownership of IT service delivery across both Dublin sites, ensuring SLA and OLA targets are consistently achieved.
• Produce and present Quarterly Business Reviews (QBRs), providing clear reporting on service performance, infrastructure health, risks, and improvement initiatives.
• Lead governance around change management, security, GDPR compliance, and business continuity planning.
• Chair or contribute to Change Advisory Board (CAB) meetings for high-risk technical changes.
• Leadership & People Management
• Lead, mentor, and develop a team of 3–5 Desktop Support Engineers.
• Drive performance management, coaching, succession planning, and professional development.
• Act as the senior escalation point for Priority 1 and Priority 2 incidents.
• Lead technical response during critical incidents while providing clear communication to executive stakeholders.
• Manage and continuously improve a 24/7 on‑call support model.
• Ensure maximum availability and performance across:
• Local infrastructure and data centres
• End-user computing
• Enterprise client applications
• Identify opportunities to modernise infrastructure and introduce innovative technologies.
• Drive Continuous Service Improvement (CSI) initiatives that improve user experience while reducing operational costs.
• 8+ years’ experience within enterprise IT environments.
• Minimum 5 years leading IT teams within a BPO, Managed Services, or large enterprise environment.
• Previous people management experience, leading and developing technical teams.
• Strong commercial awareness with experience managing operational budgets.
• Proven experience managing enterprise service delivery and stakeholder relationships.
• Technical Expertise
• You’ll have strong experience across several of the following:
• Fortinet and Juniper networking
• Active Directory & Okta
• ServiceNow and/or Jira Service Management
• Identity and Access Management
• IT Governance
• Change Management
• Business Continuity & Disaster Recovery
• GDPR and Information Security
• Personal Attributes
• We’re looking for someone who can confidently bridge the gap between technology and business by:
• Translating complex technical concepts into clear business outcomes.
• Influencing senior leaders and executive stakeholders.
• Building trusted relationships with clients and internal teams.
• Leading with accountability, collaboration, and a customer-first mindset.
• Continuously identifying opportunities for improvement and innovation.

Why Join Us?

This is an opportunity to play a pivotal role within a growing organisation where technology is central to operational success.

You’ll have the chance to:

Lead strategic IT initiatives that directly influence business performance.

Partner with global clients and senior leadership teams.

Drive innovation across modern enterprise technologies.

Develop and mentor a high-performing technical team.

Make a genuine impact on customer experience and business growth.

If you’re an experienced IT leader who combines technical expertise with commercial awareness and exceptional stakeholder management, we’d love to hear from you.