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Talent Acquisition Specialist @ Uisce Éireann | End to End Recruitments
This role is available in Cork or Dublin.
We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.
Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.
We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.
Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.
The Role:
Uisce Éireann IT (UÉ IT) provides IT services and support to the wider Uisce Éireann business. IT Operations is responsible for all operational run activities across Applications, Service Management and Infrastructure.
The Service Management (SM) Team are responsible for the implementation and management of key process and activities across three particular areas of focus, these include;
* Governance and control processes such as incident and request management (incorporating the management of the IT service desk), problem management, change and release management.
* Service design and transition of IT projects into ‘business as usual’ operations, end to end management of end user compute technology (e.g. video conferencing systems, user desk configuration, meeting rooms etc), incorporating management of local deskside teams.
* Management of mobile devices such as laptops, smartphones and field devices. Incorporating the device provisioning process, device lifecycle management, device configuration, ensuring mobile applications are effectively managed, management of all associated billing and contracts.
The SM Operations Lead supports the delivery of frontline support services in relation to problems, and changes, striving to resolve IT queries and issues in an efficient and customer-focused manner. Reporting to the Service Management Manager, the SM Operations Lead has responsibility for providing quality IT Support services to the Uisce Éireann organisation, particularly with regards to Change Incident, problem, and knowledge Management.
Main Duties and Responsibilities:
* Managing the delivery of front line support services in relation to IT Incident, Change and Problem, striving to resolve issues in an efficient and customer-focused manner through a mix of internal resources and third parties.
* Provide effective team leadership to a motivated group of Service Management Analysts and develop the team to high performance in delivering IT services with a strong customer service focus.
* Owning IT change processes including weekly CAB, eCabs and Change management board forums with the business. Key operational IT activities.
* Owning IT incident processes and problem management including Major incidents, P3/P4 governance and RCAs. Working closely with internal teams and vendors.
* Managing and governing third party vendors providing capabilities in the service management space.
* Promote Service Management in defining, managing and meeting user expectations.
* Govern and direct consistent and uniform Service Management interactions with IT teams through clear lines of interaction, formal channels for transparent service reviews, and measurement of performance of SLAs opposite agreed and validated OLAs.
* Review Service Levels on a periodic basis, measuring performance and recommending service improvement actions through agreed Continuous Improvement initiatives - meets and/or exceeds service level agreement (SLA) and customer satisfaction goals.
* Ensure appropriate KT and knowledge management, training, and upskilling of the wider Service Management team, and relevant third parties are completed in advance of ST to live (including any new or amended third party support arrangements).
* Acting as the interface between IT teams, the Uisce Éireann user community and third-party IT service providers. Working closely with each during Incident/Change processes.
* Governance, and reporting of the Uisce Éireann wide change and problem management processes, including ensuring both are managed in a controlled, prioritised, and well communicated fashion.
* Vendor management and governance in order to maximize value deliver from the relationship or contract.
* Incident Quality ownership and process improvement identification.
* Providing reports and KPIs for Management and Balanced Scorecard reporting against SLAs.
* Continually reviewing and optimizing processes under the remit of the team.
* Escalating issues to management and others as needed. Also taking ownership of issues escalated from the business to insure timely resolution.
* Coordinating the IT out of hours support rota.
* Ensuring IT Service Continuity and provide input to IT Contingency plans.
* Other duties as required from time to time.
General Duties and Responsibilities:
* Collaboration with key internal stakeholders across the UÉ business, including but not limited to; (List Stakeholders in bullets below).
* Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.
* Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
* Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.
* Other duties as required.
Knowledge, Skills and Experience:
* Relevant third level qualification and or accreditation is desirable and or relevant experience.
* A minimum of 5 years’ experience in the water, utilities or similar industries is desirable.
* Demonstrated people management experience, with strong people, change management and conflict resolution skills.
* Experience providing coaching in the development of the technical skills and abilities in others.
* Process driven Mindset.
* Highly motivated individual, working to the highest professional standards and with proven ability to deliver results.
* Strong analytical skills and ability to identify and analyse problems and potential improvements and propose and implement solutions.
* Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements.
* Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Utilities
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