Following a period of continual growth, we are excited to be recruiting a Service Delivery Manager who will be responsible for ensuring the successful delivery of Telecoms, ICT, and Cyber Security services to one of eir evo's largest dedicated customers.
The role is a senior position working on a client site and reporting directly to the Head of Service Delivery Management.
Location: Cork Based – 5 days onsite
Expectations From The Role:
* Monitor overall Service Delivery Metrics across Telecoms, ICT, and Cyber Security services, including Service Levels, Incidents, process and change management, and initiate appropriate actions to address issues or non-conformance.
* Ownership of Ticket Management and team performance.
* Ensure all agreements are confirmed and understood within the Client SLAs and manage service delivery in line with these deliverables, KPIs, and KRIs.
* Implement proactive measures to improve service quality.
* Continuously improve the internal and external service delivery.
* Maintain and monitor performance levels for all eir evo operations, controls, and processes to ensure high customer satisfaction.
* Attend weekly, monthly, and quarterly review meetings with the client, providing report dashboards for Service Level Reviews.
* Manage a team of skilled technicians, ensuring efficient and effective support services.
* Comply with ITIL Framework support processes.
* Foster a culture of continual service improvement.
* Develop and maintain support documentation per company standards.
* Deliver all in-life services in line with security best practices.
* Take ownership of major incidents, ensuring their successful closure, effective communication, and post-incident review.
* Provide regular management reports on all eir evo services (ICT, Telco, Security).
* Work closely with partner vendors to ensure compliance and regulatory requirements are met.
Requirements for a Successful Application:
* 8–10 years’ experience in a large IT organization.
* Strong technical background.
* Proven commercial awareness and experience.
* Service Delivery Management skills, including service level, incident, change, and performance management.
* Experience in a client-facing role.
* 8–10 years managing a technical team.
* ITIL v3/v4 Foundation certification in Service Management.
* In-depth knowledge of ITSM processes (Incident, Problem, Change).
* Experience with stakeholder and customer relationship management.
* Familiarity with Cyber Security is an advantage.
Team Management:
* Ability to mentor, guide, and support technicians.
* Excellent communication skills in English.
* Problem-solving and analytical skills.
* Strong presentation skills (oral and written).
* Ability to work independently and in a team.
Others:
* Our purpose is to connect for a better Ireland.
* Our ambition is to be the top choice for telecommunications and technology solutions.
* We are committed to an inclusive, supportive work environment. Please inform us of any reasonable adjustments needed during the application or interview process.
* If successful, eir may conduct suitability checks, including reference checks and public information searches.
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