Service Delivery Manager

Innovate; Ireland; On-site; EUR 70,000 - 90,000; Full time

Job summary

INNOVATE in Ireland seeks a Service Manager to lead the delivery of managed IT services for our clients. You will guide a team of technical professionals, manage client relationships and optimise service delivery to exceed expectations.

You will oversee incident resolution, change and configuration activities, and drive continuous improvement through data-driven insights and collaborative problem solving. Excellent communication is essential.

Qualifications

• Bachelor's degree in IT, CS or related field or equivalent experience.
• Proven experience in IT service management within MSP environments.
• Strong knowledge of IT infrastructure, networking, security and cloud tech; ITIL familiarity.

Responsibilities

• Lead and mentor a team delivering managed IT services.
• Monitor SLAs and KPIs, addressing issues or gaps.
• Ensure incident resolution, service request fulfillment, and problem management.
• Drive continuous service improvement to enhance quality and efficiency.
• Generate and present service performance insights to clients.

Skills

Leadership

Communication

Problem solving

Client management

ITSM

ITIL knowledge

Education

Bachelor's degree in IT/CS

Job description

INNOVATE is a leading Managed IT Service Provider (MSP) in Ireland, specialising in comprehensive IT and telecommunications solutions. We excel in the installation, management, support, and reporting of secure and resilient IT infrastructure for our clients. Our focus is on delivering exceptional IT services that meet and exceed client expectations, enabling businesses to thrive in today's dynamic landscape.

As the Service Manager, you will be responsible for managing the delivery of exceptional IT services on behalf of our client. You will lead a team of technical professionals and ensure that their managed IT services meet and exceed client expectations. Your role will involve managing client relationships, optimizing service delivery processes, and driving continuous improvement initiatives. This is an excellent opportunity for someone with a strong background in IT service management and a customer-centric approach to make a significant impact.

Key Responsibilities:

1. Service Delivery Management:

• Lead and mentor a team of technical professionals responsible for delivering managed IT services.


• Monitor service performance against SLAs and KPIs, identifying and addressing any issues or gaps.


• Ensure timely and effective incident resolution, service request fulfillment, and problem management processes.


• Drive continuous service improvement initiatives to enhance service quality and efficiency.

2. Process Optimization:

• Review and optimize service delivery processes to streamline operations and improve overall efficiency.


• Develop and implement best practices for incident, problem, change, and configuration management.


• Collaborate with cross-functional teams to ensure seamless integration of services and effective knowledge sharing.

3. Performance Reporting:

• Generate and present regular service performance reports to clients, highlighting key metrics, trends, and improvement initiatives.


• Analyze service data to identify areas for improvement and develop action plans accordingly.


• Provide insights and recommendations to management for enhancing service offerings and client satisfaction.

4. Client Relationship Management:

• Serve as the point of contact for key clients, maintaining regular communication and fostering positive relationships.


• Understand client needs and provide tailored solutions, ensuring client satisfaction and retention.


• Collaborate with clients to define service level agreements (SLAs) and key performance indicators (KPIs) to measure service quality.

5. Team Leadership:

• Provide guidance, support, and mentoring to the service delivery team, fostering a collaborative and high-performance culture.


• Conduct performance evaluations, set goals, and facilitate professional development opportunities for team members.


• Manage staffing levels and skills alignment within budget to meet client demands.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).


• Proven experience in IT service management, preferably within a managed service provider (MSP) environment.


• Strong knowledge of IT infrastructure, networking, security, and cloud technologies.


• Familiarity with industry best practices such as ITIL.


• Excellent communication and interpersonal skills, with the ability to effectively engage and build relationships with clients and team members.


• Demonstrated leadership abilities, with a focus on motivating and developing a high-performing team.


• Strong analytical and problem-solving skills, with the ability to drive continuous improvement.


• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.