Senior Technical Recruiter at Ergo - Microsoft Country Partner of the Year 2024 / VMware POTY 2023 / MS Modern Work POTY 2023 / Azure Expert MSP
Ergo IT Recruitment is seeking an Enterprise Service Delivery Manager for an exciting opportunity with our public‑sector client in Dublin. The successful SDM will have 10+ years experience in a Tier 1 MSP role delivering ITSM‑aligned services while managing large teams in Enterprise environments.
The role involves leading a high‑performance team, managing service delivery strategy across short, mid, and long‑term horizons, and overseeing Service Managers, ITSM, SIAM, and vendor teams.
This is a hybrid opportunity with great salary and benefits.
What will you do?
* The role supports the Director of Operations & Delivery, Sales, Account/TAM, PMO, Transitions, Product Manager, Solutions Architect, and other teams.
* It leads all Service Managers, ITIL Process Leads, and Vendor Partner teams globally, overseeing performance management, individual development, and succession planning.
* The position ensures service excellence by collaborating with cross‑functional leaders, managing operational and contractual metrics (KPI, OLA, SLA), and driving continual improvement and innovation.
* Key responsibilities include governing major incident and problem management processes, ensuring timely escalations and resolutions, and working with technical teams on tailored client solutions.
* The role involves risk identification, internal audits (ISO, SOC, GDPR), and compliance with best practice frameworks.
* It also drives Lean and Six Sigma‑based improvement initiatives, enhances efficiency through automation, and manages Business Continuity Planning and Disaster Recovery testing per defined recovery objectives.
What do you need?
* 10+ years of experience as a Service Delivery Manager in a client facing environment, working with Tier1/Tier2 organisation in an MSP setup.
* Exposure & experience to ITSM, SIAM, IaaS, PaaS, ITSM application (ServiceNow) MS portfolio.
* Hands‑on experience in leading IT Infra portfolio service delivery, regionally & globally.
* Experience in improving operational metrics, contractual (KPI's, OLA's, SLA's).
* Experience in planning and executing internal risk & compliance audits, annual BCP & DR exercises.
* Developed and presented WBR, MBR, QBR decks, with actionable insights.
* Exposure to various IT Infrastructure hardware, software technologies, for example Network (LAN/WAN, AP, Routers, Switches, Network Racks), Server (Server Racks), Windows Server (Active Directory, MS Exchange, O365), MS Intune (advanced endpoint management and security - MDM/MAM), Storage (SAN) & Backup (Veeam), Security (Antivirus, MS Defender, Varonis, Sentinel).
Apply today for a more detailed Job Spec.
Dublin, County Dublin, Ireland — €70,000.00‑€80,000.00
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