Service Delivery Manager

GemPool Recruitment; Sandyford; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Company car

Hybrid working

On-site parking

Job summary

GemPool Recruitment is seeking an experienced Service Delivery Manager to lead end-to-end service delivery across technical and operational teams in Ireland. You will manage and develop Dublin and Galway based teams, design SOPs and KPIs, and drive continuous improvement and automation. The role requires strong stakeholder management and a focus on delivering outstanding customer service.

Hybrid working with travel to client sites as required; full driving licence essential.

Qualifications

• Experience in Service Delivery, Operations, or Technical Service Management.
• Strong leadership and people management.
• Proven track record of implementing process improvements, SOPs, and performance reporting.
• Good understanding of IT infrastructure, networking, servers, devices, and technical support environments.
• Excellent communication, stakeholder management, and customer service.
• Full, clean Irish driving licence required.
• Willing to travel regularly between Dublin and Galway offices and client sites.

Responsibilities

• Lead end-to-end service delivery across technical and operational teams.
• Manage and develop teams based in Dublin and Galway.
• Design and implement SOPs, KPIs, and operational reporting.
• Drive continuous improvement, automation, and efficiency initiatives.
• Oversee technical support, installations, device configuration, warehouse operations, and stock control.
• Act as the escalation point for service delivery issues and ensure high levels of customer satisfaction.

Skills

Leadership

People management

Process improvement

SOPs

Performance reporting

Stakeholder management

Customer service

IT infrastructure

Job description

I am recruiting for an experienced Service Delivery Manager on behalf of a growing organisation within the technology sector.

This is an excellent opportunity for a motivated leader with a strong background in service delivery, technical operations, and people management. The successful candidate will be responsible for driving operational excellence, improving processes, and ensuring outstanding service delivery across multiple locations.

Key Responsibilities

• Lead end-to-end service delivery across technical and operational teams.
• Manage and develop teams based in Dublin and Galway.
• Design and implement SOPs, KPIs, and operational reporting.
• Drive continuous improvement, automation, and efficiency initiatives.
• Oversee technical support, installations, device configuration, warehouse operations, and stock control.
• Act as the escalation point for service delivery issues and ensure high levels of customer satisfaction.

The Ideal Candidate Will Have

• Proven experience in Service Delivery, Operations, or Technical Service Management.
• Strong leadership and people management experience.
• A track record of implementing process improvements, SOPs, and performance reporting.
• A good understanding of IT infrastructure, networking, servers, devices, and technical support environments.
• Excellent communication, stakeholder management, and customer service skills.
• Full, clean Irish driving licence (essential).
• Willingness and ability to travel regularly between the Dublin and Galway offices, as well as client sites when required.

Package

• Company car
• Hybrid working: Minimum 2 days per week in Dublin and 1 day per week in Galway
• On-site parking