Senior IT Lead and Delivery Manager

Teleperformance; Tallaght; On-site; EUR 60,000 - 70,000; Full time

Job summary

Teleperformance seeks a Senior IT Lead & Client Success Manager to head IT operations across our Dublin sites. You will shape service delivery, manage budgets, and partner with clients and senior leaders to ensure technology driving business outcomes.

Lead a 3–5 person Desktop Support team, oversee 24/7 on-call support, and align IT with strategic goals while ensuring GDPR, security, and continuity standards are met.

Qualifications

• 8+ years in enterprise IT environments.
• Minimum 5 years leading IT teams in BPO/Managed Services or large enterprises.
• Proven people management and team development experience.
• Strong commercial awareness with experience managing budgets.
• Proven enterprise service delivery and stakeholder management.
• ITIL v4 Foundation knowledge and governance competence.

Responsibilities

• Lead IT operations across Dublin sites, aligning with regional technology initiatives and budgets.
• Produce quarterly business reviews, report on performance, risks and improvements.
• Govern change management, security, GDPR, and business continuity planning.
• Mentor a team of 3–5 Desktop Support Engineers and manage 24/7 on-call support.

Skills

Leadership

Stakeholder management

People management

Commercial awareness

Change management

Incident management

Customer focus

Tools

Fortinet

Juniper

Active Directory

Okta

ServiceNow

Jira Service Management

Azure

AWS

Job description

Senior IT Lead & Client Success Manager

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.
• Infrastructure & Innovation Ensure maximum availability and performance across: Enterprise networking (Fortinet & Juniper) Local infrastructure and data centres End-user computing Audio Visual technologies Enterprise client applications Collaboration platforms Identify opportunities to modernise infrastructure and introduce innovative technologies. Drive Continuous Service Improvement (CSI) initiatives that improve user experience while reducing operational costs.

Essential Experience

• 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

• ITIL v4 Foundation (Managing Professional desirable)
• Fortinet and Juniper networking
• Microsoft Azure and/or AWS
• Active Directory & Okta
• ServiceNow and/or Jira Service Management
• Enterprise infrastructure
• Hybrid environments
• 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.
• Remaining calm under pressure during critical incidents.
• 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.

• 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.

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