IT Service Delivery Manager

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IT Service Delivery Manager to join an expanding team in a Dublin NOC and R&D headquarters. This is a strategic role requiring strong technical and communications skills. This highly visible role which will oversee the practices and processes responsible for maintaining high availability and performance of the infrastructure.

You will be responsible for providing consultancy and technical direction around uptime, performance, incident management and tracking of system defects for a global SaaS based product suite serving customers around the globe.

The role will involve collaborating with Software Engineering teams, DevOps and customer care groups. This is a hands-on role that requires a sense of urgency and a candidate willing to take on responsibility for the delivery of a world class service to our customers. The role will be based in their state of the art NOC facility that provides visibility to all their products and underlying infrastructure.

IT Service Delivery Manager responsibilities:

* Implements and supports an overall service delivery strategy, specific to the company's core infrastructure and systems, leveraging best practices applications, software and system platforms.

* Responsible for the implementation and maintenance of ITIL/ITSM processes and best practices across the Engineering teams.

* Building and coordinating a 24X7 support model across multiple onshore and offshore teams

* Evaluates new Service Delivery products or services recommending changes to existing products or services for improved company practices.

* Ensures effective working relationships with vendors and third-party service providers

* Recommends appropriate maintenance strategies ensuring uninterrupted systems usage and proper recovery procedures.

* Leveraging and educating application teams about infrastructure performance standards

* A high level of technical leadership and influence is expected and requires the ability to help troubleshoot, diagnose and seek solutions for performance issues on the system.

* Coordinates and manages the Incident and Problem Management process activities

* Leads Incident and Problem Management reporting.

* Drives implementation of standard execution of the Incident and Problem Management process.

* Is responsible for acting as an escalation point to expedite problem resolution.

* Creates and maintains the incident and problem management practice.

* Works alongside the App Support and Engineering teams to respond to major incidents quickly and effectively

IT Service Delivery Manager expertise needed

* Bachelor's Degree in Information Technology or related field. Masters (MBA, MSc) preferred

* 5-8 years related experience.

* 3+ years experience managing a complex global operation

* Technical Experience in networking, systems or software engineering roles

* Experienced with ITSM/ITIL frameworks (implementation of such frameworks a plus)

* Experience in strategic planning and execution.

* Perform project and program management activities

* Considerable knowledge of business theory, business processes, management, and business office operations.

* Excellent written and oral communication skills.

* Ability to stay focused in a fast-paced, high-energy, challenging environment where there are multiple competing priorities on a daily basis.

* Must be able to mentor, coach and inspire others

* Ability to work independently and as part of a team.

* Experience leading people or teams.

* Ability to travel both domestically and internationally as needed

To find out more about Computer Futures please visit www.computerfutures.com

Computer Futures, a trading division of SThree Partnership LLP is acting as an Employment Agency in relation to this vacancy | Registered office | 1st Floor, 75 King William Street, London, EC4N 7BE, United Kingdom | Partnership Number | OC387148 England and Wales