Service Delivery Manager (IT)

MCS Group | Your Specialist Recruitment Consultancy; Dublin; Hybrid; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid working in Dublin

25 days annual leave

Health and wellness benefits

Ownership of CSI initiatives

Job summary

MCS Group is delighted to be working with a leading professional services organisation in Dublin as they look to recruit an experienced IT Service Delivery Manager to join their growing IT function.

This role focuses on ITSM, CSI, ITIL processes and delivering improved user experience, with a hybrid arrangement in Dublin (3 days on-site).

You will own ITSM processes, drive performance improvements and work closely with stakeholders across the business.

Qualifications

• At least 5 years' experience in ITSM / IT Service Delivery.
• Strong ITIL (ITIL 4) knowledge and best practices.
• Experience with Incident, Major Incident and Problem Management.
• Experience with CABs and change governance.
• Proven SLA/KPI management and service reporting.
• Experience with ServiceNow, ManageEngine or Jira Service Management.
• Excellent stakeholder engagement with both technical and non-technical audiences.
• Degree in IT, Computer Science or related discipline.
• ITIL 4 certification.
• Experience in professional services or regulated environments.

Responsibilities

• Lead the Continual Service Improvement (CSI) programme, identifying and delivering improvements across IT services.
• Manage ITIL processes, including Incident, Major Incident, Problem and Change Management.
• Overseeing major incidents, ensuring effective escalations, stakeholder communication and post-incident reviews.
• Managing Change Advisory Board (CAB) activities and ensuring IT changes are properly assessed and controlled.
• Monitoring service performance against agreed SLAs and KPIs, producing reports and dashboards.
• Working closely with internal IT teams, senior stakeholders and third-party suppliers to improve service delivery.
• Supporting the ongoing development and optimisation of ITSM platforms, including automation, self-service and reporting capabilities.

Skills

ITIL 4

ITSM

Stakeholder management

Change management

CSI programme leadership

SLA/KPI management

Reporting and dashboards

Education

Degree in IT / Computer Science or related

Tools

ServiceNow

ManageEngine

Jira Service Management

Job description

MCS Group is delighted to be working with a leading professional services organisation in Dublin as they look to recruit an experienced IT Service Delivery Manager to join their growing IT function.

This is an excellent opportunity for someone with a strong background in IT Service Management (ITSM) who enjoys improving IT services, driving operational efficiency and working closely with stakeholders across a business.

You'll play a key role in ensuring IT services are delivered effectively, with a particular focus on Continual Service Improvement, ITIL processes and the overall user experience.

(Hybrid - Dublin City - 3 days per week on-site)

The Role...

As IT Service Delivery Manager, you'll take ownership of key ITSM processes, ensuring IT services meet business expectations while identifying opportunities to improve performance, efficiency and user satisfaction.

Your responsibilities will include:

• Leading the Continual Service Improvement (CSI) programme, identifying and delivering improvements across IT services.
• Managing ITIL processes, including Incident, Major Incident, Problem and Change Management.
• Overseeing major incidents, ensuring effective escalations, stakeholder communication and post-incident reviews.
• Managing Change Advisory Board (CAB) activities and ensuring IT changes are properly assessed and controlled.
• Monitoring service performance against agreed SLAs and KPIs, producing reports and dashboards.
• Working closely with internal IT teams, senior stakeholders and third-party suppliers to improve service delivery.
• Supporting the ongoing development and optimisation of ITSM platforms, including automation, self-service and reporting capabilities.

What You'll Need...

• At least 5 years' experience in IT Service Management, IT Service Delivery or a similar role.
• Strong working knowledge of ITIL frameworks and service management best practices.
• Proven experience managing Incident, Major Incident and Problem Management processes.
• Experience managing IT change processes, including CABs and change governance.
• Strong experience with SLA/KPI management, service reporting and performance improvements.
• Experience with enterprise ITSM platforms such as ServiceNow, ManageEngine or Jira Service Management.
• Excellent stakeholder management and communication skills, with the ability to engage confidently with both technical and non-technical audiences.
• A relevant degree in IT, Computer Science or a related discipline.
• ITIL 4 certification.
• Experience within professional services, financial services, legal or another regulated environment.
• Experience implementing ITSM automation and service optimisation initiatives.
• Knowledge of Microsoft 365, Azure and modern workplace technologies.

What's On Offer?

• Competitive salary depending on experience.
• Discretionary bonus.
• Hybrid working in Dublin.
• 25 days' annual leave.
• Comprehensive health and wellness benefits.
• The opportunity to take ownership of service improvement initiatives within a well-established organisation.

Interested?

We are committed to providing reasonable accommodation to individuals with disabilities throughout the recruitment process. Please let us know if you require any adjustments.

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current and exclusive roles at www.mcsgroup.jobs