Service Delivery Manager (Public Sector)
Join to apply for the Service Delivery Manager (Public Sector) role at Nostra
Service Delivery Manager (Public Sector)
Join to apply for the Service Delivery Manager (Public Sector) role at Nostra
Nostra is a leading Managed Service Provider (MSP) in Ireland, dedicated to delivering advanced IT solutions that enable businesses to build reliable, secure, and scalable IT foundations. With a commitment to continuous improvement, we serve a diverse range of industries, providing exceptional services that empower our clients to focus on their core business goals.
We are seeking an experienced IT Service Delivery Manager to oversee and ensure the effective delivery of IT services to government departments and agencies across Ireland. The ideal candidate will have a strong background in service delivery management, ITIL frameworks, stakeholder engagement, and compliance within a public sector or highly regulated environment.
Nostra has offices in Dublin, Galway and Cork.
The Role: Service Delivery Manager (Full time, On-site)
Responsibilities:
* Lead the delivery of end-to-end IT services for assigned government clients, ensuring services are aligned to agreed SLAs and KPIs.
* Serve as the primary point of contact for government stakeholders on all service-related matters, building and maintaining trusted relationships.
* Manage and coordinate third-party suppliers and internal teams to ensure seamless service operations.
* Develop, implement, and continuously improve service delivery processes based on ITIL best practices.
* Oversee incident, problem, change, and release management processes, ensuring timely resolution and minimal service disruption.
* Monitor performance metrics and produce regular service reports, including risk assessments and compliance reports.
* Drive continuous service improvement (CSI) initiatives, using data and stakeholder feedback to inform strategy.
* Ensure all services are delivered in compliance with Irish government data protection laws, security protocols, and procurement guidelines.
* Support the development and maintenance of disaster recovery and business continuity plans.
* Assist in the sales, tendering, planning and execution of new government IT projects and digital transformation initiatives as required.
Requirements:
* Strong understanding of IT service management principles (ITIL v3 or v4 certification essential).
* Proven experience managing IT services in a public sector, government, or highly regulated environment.
* Demonstrable ability to manage complex stakeholder relationships with senior government officials.
* Strong understanding of data protection, cybersecurity, and compliance requirements in Ireland.
* Experience working with SLAs, KPIs, and performance monitoring/reporting tools.
* Excellent communication, leadership, and negotiation skills.
* Ability to work independently and manage competing priorities in a high-demand environment.
* Experience working with Government bodies.
* Knowledge of Irish and EU public sector procurement frameworks.
* Project management certification (e.g., PRINCE2, PMP) is an advantage.
* Experience with ITSM tools.
* Company Pension.
* Health Plan.
* On-site Gym.
At Nostra we value our people. We are a passionate team committed to doing our best, our values are trust, accountability, expertise, people, integrity, and empathy. These values form a central part of our recruitment process. Nostra is an equal opportunity employer committed to diversity and inclusion.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service and Information Technology
* Industries
IT Services and IT Consulting
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