ICT Service Delivery Manager / Programme Manager (Intermediate)
Location: Dublin 1 - Hybrid (2 days on-site / 3 days remote)
Start Date: 9 February 2026
Duration: 12 Months
Work Pattern: Full-time, Monday–Friday.
Role Overview
Seeking an experienced ICT Service Delivery Manager / Programme Manager (Intermediate) to oversee the delivery, performance, and governance of ICT services and projects within a complex, multi-vendor environment. The successful candidate will ensure service quality, operational continuity, and strategic alignment with business and technology objectives while managing vendors, budgets, and internal stakeholders.
The role requires a strong combination of technical understanding, programme management expertise, and leadership capabilities to drive service excellence, compliance, and continuous improvement across a diverse technology landscape.
Key Responsibilities
* Manage vendors and managed service providers to ensure delivery of services and projects in line with contracted SLAs.
* Monitor and report on vendor performance, financial position, and security posture.
* Oversee ICT systems to ensure high levels of service to business owners, partners, and public stakeholders.
* Provide technical advice and support to business owners and key stakeholders.
* Conduct regular performance and governance meetings with vendors and stakeholders to assess and improve service delivery.
* Oversee Identity and Access Management (IAM) processes, including user access reviews and compliance reporting.
* Manage and test Disaster Recovery and Business Continuity processes across ICT systems and infrastructure.
* Oversee system change management in line with policy and compliance frameworks.
* Maintain and ensure accuracy of system configuration and documentation.
* Contribute to the development, documentation, and enforcement of ICT policies and procedures.
* Liaise with third parties to manage system interfaces with external agencies and partners.
* Drive ICT lifecycle management, consolidation, and infrastructure roadmap planning.
* Participate in procurement and contract activities related to ICT systems and services.
Mandatory Requirements (Pass/Fail)
Experience:
* Minimum of 5 years' recent professional experience in technical architecture, systems design, system management, or ICT project management.
* At least 3 years' experience managing technology-related projects, including responsibility for delivery, coordination, and performance oversight.
Qualifications:
* Project Management qualification (e.g., Prince2, PMP) and ITIL v4 Foundation certification or equivalent.
Language:
* Fluent English (verbal and written).
* Non-native speakers must demonstrate CEFR C2 proficiency or equivalent.
Key Deliverables
* Effective vendor and service provider management aligned with performance targets and SLAs.
* Production of accurate and timely reports on vendor performance, service quality, and financial metrics.
* Proactive monitoring of ICT systems to maintain high service availability and reliability.
* Execution of IAM, DR, and business continuity activities to ensure compliance and operational resilience.
* Delivery of well-documented ICT policies, configuration records, and procedural standards.
* Ongoing collaboration with internal teams and external partners to develop and manage interfaces, integrations, and system enhancements.
* Strategic contribution to ICT lifecycle planning, infrastructure rationalisation, and technology roadmap development.
* Support to procurement, budgeting, and contract management processes to ensure optimal value and compliance.
Key Experience / Competencies / Skillsets
* Strong working knowledge of key technologies, including:
* Cloud: AWS, Azure, Cloud Security, Containerisation, and Cloud Hosting Management.
* Microsoft Technologies: MS Server, SQL, Active Directory / Entra ID, SharePoint, Dynamics, Intune, and M365 Suite.
* Networking: Cisco, Fortinet, Utopia, LAN/WAN management.
* Hardware: SAN storage, Dell, HyperConverged infrastructure.
* Virtualisation: Citrix, Azure Virtual Desktop (AVD), VMware.
* Service Management Tools: ServiceNow.
* Proven leadership and management experience in complex ICT environments, including team development and organisational change.
* Demonstrated ability to manage vendors and contracts, ensuring SLA compliance and service improvement.
* Experience in financial management and budget control for ICT services and professional engagements.
* Up-to-date knowledge of emerging technologies and strategic technology trends.
* Strong stakeholder engagement, communication, and negotiation skills.
* Customer-focused approach with solid understanding of ITIL service management principles.
* Analytical and strategic thinking with the ability to identify issues, propose solutions, and drive innovation.
Job Type: Fixed term
Contract length: 12 months
Pay: €70,000.00 per year
Experience:
* IT service management: 5 years (required)
* Leadership: 3 years (required)
Work authorisation:
* Ireland (required)
Location:
* Dublin, CO. Dublin (preferred)
Work Location: In person