Ergo IT Recruitment is seeking a Service Delivery Manager for an exciting opportunity with our public-sector client in Dublin. The successful SDM will have previous 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.Prior experience supporting public-sector clients in a hands-on Helpdesk environment is a real advantage.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.You should have experience in the following:Service Delivery Management in a client facing environment, working with Tier1/Tier2 organization in an MSP setup.ITSM, SIAM, IaaS, PaaS, ITSM application (ServiceNow) MS portfolio.Leading IT Infrastructure teams.Improving operational metrics (KPI's, OLA's, SLA's).Planning and executing internal risk & compliance audits, annual BCP & DR exercises.Developing and presenting WBR, MBR, QBR decks, with actionable insights.ITIL (certification preferred)Public sector an advantageIT 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.