Service Delivery Manager

Flogas Ireland; Ireland; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work options

Competitive Salary

Healthcare Allowance

Job summary

Flogas Ireland is seeking a Service Delivery Manager to lead the newly formed PMO's Service Delivery definition and execution. The role focuses on continuous improvement, small technical changes, and vendor-led upgrades across Flogas Ireland entities.

You will bridge vendors and business stakeholders, ensuring disciplined SDLC, clear updates, and accountability for delivery. Strong vendor management, governance, and communication skills are essential.

Qualifications

• Minimum 5 years in IT service delivery, technical change, or vendor-facing delivery.
• Strong experience managing third-party vendors, planning cycles, SLAs/OLAs, and governance forums.
• In-depth knowledge of SDLC and change control processes.
• Proven track record managing a queue/backlog of small-to-medium technical changes across multiple systems.
• Experience with maintenance/support of business systems such as MS Dynamics or ERP is desirable.

Responsibilities

• Own and manage definition, prioritisation, and planning/delivery of the Service Delivery Queue across all entities and systems.
• Manage handover of bugs from project closure and production SDLC bugs from IT Support.
• Oversee end-to-end lifecycle of change requests and minor enhancements, including maintenance, patching and upgrades (e.g. MS Dynamics).
• Maintain intake, triage and prioritisation process for the queue; manage resource planning for the Service Delivery Team.
• Act as primary vendor contact; monitor supplier plans, forecasts, and commitments; monitor SLAs/OLAs and governance forums.

Skills

Vendor management

Stakeholder communication

SDLC

Governance

Change control

Tools

MS Dynamics

Asana

FreshService

DevOps

Job description

About the Role

We are seeking a Service Delivery Manager to join our newly formed PMO team and own the definition and delivery of Service Delivery. Service Delivery is a continuous improvement Q responsible for small technical and process change across all Flogas Ireland entities and systems, likely spanning continuous improvement change requests, bug backlogs handed over from projects into BAU, ongoing system maintenance and vendor led upgrades (e.g. MS Dynamics updates).

We are seeking a Service Delivery Manager to join our newly formed PMO team and own the definition and delivery of Service Delivery. Service Delivery is a continuous improvement Q responsible for small technical and process change across all Flogas Ireland entities and systems, likely spanning continuous improvement change requests, bug backlogs handed over from projects into BAU, ongoing system maintenance and vendor led upgrades (e.g. MS Dynamics updates).

This is a control and governance role across delivery and vendor management. The Service Delivery Manager ensures every item in the queue is prioritised correctly (liaising with IT Business Partners) and delivered through a disciplined SDLC process, and holds third-party vendors to account for planning, delivering, and reporting on their work. The role is the primary bridge between vendors delivering the change and the business waiting on it - translating technical/vendor activity into clear updates for stakeholders.

Key Responsibilities

Service Delivery Queue Management

• Own and manage definition, prioritisation (with IT Business Partner), and planning / delivery of the Service Delivery Queue, ensuring small change is captured, assessed, and delivered efficiently across all Flogas Ireland entities and systems
• Manage handover of bugs from project closure or the flow of production SDLC bugs from IT Support
• Manage the end-to-end lifecycle of change requests and minor enhancements, including ongoing maintenance, patching and upgrade activity for core business systems and tools (e.g. MS Dynamics)
• Maintain and continuously improve the intake, triage and prioritisation process for the queue, as this is a newly defined function
• Manage resource planning for the Service Delivery Team & business functions as appropriate to delivery

Vendor Relationship Management & Governance

• Act as primary point of contact and relationship owner for in scope third-party vendors/suppliers delivering into the Service Delivery Queue
• Own vendor planning cycles - ensuring suppliers provide realistic delivery plans, resource forecasts, and commitments for each queue item, and holding them to those commitments
• Creation and monitoring of vendor SLAs/OLAs and contractual delivery commitments, tracking throughput, quality, and responsiveness
• Chair or contribute to regular vendor governance forums (e.g. service reviews, delivery calls) to track progress, resolve blockers, and elevate underperformance
• Identify and manage risks associated with vendor delivery (capacity, quality, dependency, continuity), escalating appropriately

SDLC & Control

• Ensure all queue items - whether delivered internally or by vendors - follow appropriate SDLC process, with clear control points for scoping/prioritisation, design, build, test, and release/deployment
• Ensure changes are appropriately tested and coordinate release/deployment activity with relevant technical teams and vendors
• Maintain appropriate documentation, controls, and audit trail for all changes delivered through the queue
• Ensure lessons learned & improvements are built into the SDLC process

Management & Business Communication

• Provide clear, regular communication back to management & business stakeholders on the status, progress and prioritisation of queue items
• Translate technical and vendor delivery detail into business-friendly updates, managing expectations on timelines and priorityTrack and report on planning, progress, risks / issues, trend analysis via Asana

Candidate Profile

• Minimum 5 years experience in an IT service delivery, technical change, or vendor-facing delivery role, ideally within energy/utilities or a similarly regulated sector
• Strong, demonstrated experience managing third-party vendors/suppliers - planning cycles, SLA/OLA creation & monitoring, governance forums, and holding vendors accountable for delivery
• In-depth knowledge and demonstrated experience of SDLC and change control processes
• Proven track record managing a queue/backlog of small-to-medium technical change across multiple systems
• Experience working with or overseeing maintenance/support of business systems (e.g. MS Dynamics, ERP, or similar platforms) desirable
• Strong stakeholder communication skills, with the ability to translate technical and vendor detail into clear updates for business audiences
• Solid understanding of governance frameworks and controls appropriate to a regulated business
• Proficiency in MS Office is essential, knowledge of Asana, FreshService and Devops desirable

About Flogas

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.

As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

Why work with us?

Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.

Benefits

• Competitive Salary
• Defined Pension Contribution
• Healthcare Allowance
• Staff discounts
• Hybrid work options
• Health and Wellbeing Supports
• Learning and Development Opportunities
• Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.

Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.