Service Desk Lead — Hybrid Dublin ITSM & Ops

Smurfit Kappa; Dublin; Hybride; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Office in Dublin

Résumé du poste

Smurfit Westrock is seeking a Service Desk Manager in Dublin to lead the Service Desk function, ensuring reliable, customer-focused IT services while driving continuous improvement. You will oversee Incident Management, Request Management, Service Desk, and Field Engineering, aligning with business goals and IT transformation initiatives.

The role requires strong leadership, stakeholder management, and a proven track record in SLA-driven environments.

Qualifications

• Proven experience leading Service Operations or Service Desk teams in a complex IT environment.
• Strong leadership across multiple locations and teams.
• Extensive experience in Incident Management, Request Management, Service Desk and Field Engineering.
• Experience working in SLA-driven service environments with focus on customer experience.
• Demonstrated ability to manage business stakeholders, customers and supplier relationships effectively.
• Strong escalation management skills, including coordination of major incidents.
• Experience measuring, monitoring and reporting service performance metrics.
• Knowledge of IT Service Management (ITSM) frameworks, including ITIL principles.
• Experience driving continual service improvement initiatives and operational change.
• Excellent communication and influencing skills with ability to work across technical and non-technical audiences.
• Strong written and verbal Business English skills.
• Experience working within manufacturing, industrial, or operational business environments.

Responsabilités

• Leading and developing a Service Desk team, creating a culture of accountability, collaboration, and continuous improvement.
• Managing day-to-day operations across Incident Management, Request Management, Service Desk, and Field Engineering services.
• Ensuring service delivery meets agreed service levels and operational performance targets.
• Acting as a key escalation point for business-critical incidents and service issues.
• Building strong relationships with business stakeholders to understand needs and improve service outcomes.
• Managing supplier relationships and driving performance against contractual service commitments.
• Monitoring, analysing, and reporting on service performance metrics, trends, and SLA adherence.
• Leading the successful introduction and transition of new services, processes, and operational improvements into business-as-usual operations.
• Driving continual service improvement initiatives that enhance customer experience and operational efficiency.
• Ensuring compliance with service management policies, procedures, and governance requirements.
• Supporting teams through change while maintaining high levels of engagement and performance.

Connaissances

Service Desk Lead

Incident Management

Stakeholder Management

ITIL Knowledge

People Leadership

Supplier Management

Escalation Mgmt

Communication Skills

Description du poste

Smurfit Westrock is seeking a Service Desk Manager in Dublin to lead the Service Desk function, ensuring reliable, customer-focused IT services while driving continuous improvement. You will oversee Incident Management, Request Management, Service Desk, and Field Engineering, aligning with business goals and IT transformation initiatives.

The role requires strong leadership, stakeholder management, and a proven track record in SLA-driven environments.