IT Delivery Senior Service Engagement Lead
Enterprise Services have undertaken a major Service Management transformation programme to improve its service offering to all ESB staff. This programme is sponsored by the Enterprise Services Director with support from the entire Enterprise Services’ executive. As part of this programme, all service functions across Enterprise Services, including IT Delivery, will be required to focus on and improve their processes, knowledge management, communications and customer outreach. This role will be key in shaping and delivering these improvements.
Key Responsibilities
* Service Improvement & Process Automation – lead initiatives to improve how IT services are delivered, using process analysis, automation and best practices; work with the Service Desk to streamline workflows and reduce manual effort.
* Service Catalogue & Process Management – maintain and enhance the IT service catalogue and related processes, ensuring they are clearly described, easy to access and aligned with business needs.
* IT Communications Strategy & Governance – develop and implement a communications strategy for IT services; ensure consistent messaging and branding across email, Teams, SharePoint and service portals.
* Operational Communications Management – coordinate communications around incidents, changes, planned maintenance and IT education; ensure messages are timely, clear and user‑friendly.
* Knowledge Management – oversee the creation and upkeep of user guides, FAQs and best‑practice documentation; ensure content is accurate, accessible and regularly updated.
* User Engagement & Education – promote IT services and gather feedback through site visits to offices, depots and generation stations; deliver educational content to improve digital literacy and service adoption.
* Collaboration with IT Service Desk – partner with the Service Desk to analyse service trends, identify recurring issues and implement improvements; support the team in delivering a high‑quality, user‑focused support experience.
Experience and Qualifications
* Minimum 5+ years experience in service or process improvement initiatives.
* Excellent written and verbal communication skills, with experience managing communications across multiple channels.
* Ability to work independently and collaboratively across teams, with strong stakeholder engagement skills.
* Strong analytical and problem‑solving skills, with a focus on continuous improvement and user experience.
* Comfortable using Microsoft 365 tools (Teams, SharePoint, Outlook).
* Degree in Communications, Business, Management, Organisational Behaviour, IT or a related field, or equivalent work experience.
Desirable
* Experience in communications strategy, service catalogue management and service improvement initiatives.
* Experience with ITSM or CRM platforms, and knowledge management systems.
* Understanding of ITIL best practices; ITIL v4 Foundation certification required (Intermediate or Managing Professional level desirable).
Location
This position will be based in ESB Head Office, 27 Fitzwilliam Street.
Reporting To
This role will report to the IT Service Management Team Lead.
Why Work with Us
* Opportunity to lead Ireland’s transition to net zero carbon future.
* Career development through mentoring and training.
* Corporate Social Responsibility Opportunities.
* Sports and Social Clubs.
* Networking opportunities.
* Credit Union.
* Generous Pension.
* Access to staff well‑being programmes.
* Generous parental leave entitlements.
* Strong values‑based and inclusive culture.
* Strong commitment to diversity, equity and inclusion.
* Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted.
Salary
€57,900 – €68,100 per annum (depending on experience).
Closing Date
5th November 2025. Your application will be held in reserve for 6 months should you be suitable for the role.
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