Service Delivery, Manager

Astreya Consultancy Ireland Ltd; Dublin; On-site; EUR 79,000 - 99,000; Full time

Job summary

Astreya is seeking a Service Delivery Manager in Ireland to lead diverse operations teams and ensure high-quality IT service delivery. The role requires coordinating across disciplines, managing client expectations, and driving service improvements.

You will work with sales and client partners to support growth, define roadmaps for projects, and oversee onboarding, training, and capacity planning. Strong leadership and communication are essential in this senior client-facing role.

Qualifications

• Bachelor’s degree with 8+ years’ related experience and/or training or equivalent
• Proven track record of delivering complex IT projects across teams
• Strong analytical, organizational, communication and leadership skills
• Experience with budgeting and capacity planning; ability to manage multiple streams

Responsibilities

• Provide leadership to diverse operations teams
• Implement and monitor service delivery metrics with timely client reports
• Oversee onboarding, training, and service improvement activities
• Drive client meetings on performance, quality and process
• Coordinate growth with Business Development and Client Partner teams
• Develop roadmaps and translate them into user stories or RFPs
• Support recruitment and build pipelines for strong candidates
• Maintain retention programs for field employees
• Manage large projects delivering IT components on time, cost, quality, and benefits
• Identify problems and opportunities in IT infrastructure and software deployment
• Lead collaborative planning prioritizing work against capacity
• Perform other duties as required

Skills

Leadership

Project management

Stakeholder management

IT infrastructure knowledge

Communication skills

Budget oversight

Multi-tasking

Team leadership

Education

Bachelor’s degree in IT or related field

Job description

What this Job Entails

The Service Delivery Manager is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy. Scope: Works on issues of diverse scope where analysis of a situation or data needs evaluation of multiple factors, including a familiarity with current business trends. Follows processes and operational policies while selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements. May have budget responsibilities.

Your Roles and Responsibilities

• Provide leadership to diverse operations teams
• Implement, monitor and provide timely reports to customers on service delivery metrics
• Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
• Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
• Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
• Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision
• Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary
• Further, develop and maintain retention program and incentives for field employee satisfaction
• Manage large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements
• Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment
• Takes ownership for the resolution of highly complex issues and risks that have been escalated
• Leads the collaborative, dynamic planning process - prioritizing the work that needs to be done against the capacity and capability of the team
• Other duties as required

Required Qualifications/Skills

• Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
• Must be able to lead a cooperative effort among members of a project team.
• A track record of successfully delivering a range of complex, high profile IT projects.
• Proven track record of implementing and leading improvements in project lifecycle.
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.
• Passionate about the IT industry and how new technology can improve business outcomes.
• Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management.
• Strong analytical, organizational, communication and presentation skills.
• Highly adaptable with the ability to effectively manage multiple concurrent work streams.
• Strong business acumen and the ability to provide operational, technical and financial oversight.
• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.

Preferred Qualifications

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Salary Range 79,120.00 - 98,900.00 EUR (Annual)

Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!