Marketing Manager

Service Delivery manager (onsite).

Location- Dublin, Ireland

Mode- Hybrid

The service delivery managers (SDM) role focuses on keeping clients satisfied with the companys services by managing projects related to service delivery, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the professional team responsible for getting these services delivered to clients. The role will involve coordinating activity for troubleshooting technical issues, ensuring that service level agreements are met and assisting with contract design & renewal.

The SDM should have prior & proven experience in managing a larger team. The SDM will be key to identifying service improvement initiatives and working with internal and external stakeholders to implement in the most cost-effective way sharing improvements with internal departments to promote good working practices and a consistent approach across the business.

Roles & Responsibilities:

Ensure IT services are delivered within Service Level Agreements (SLA s).

Be part of the escalation process to the Client Service Delivery Manager & will take ownership of major incidents to ensuring coordination of resolving these with internal resolver groups and 3rd parties, effective communication to stakeholders and post incident review and recommendations

Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed;

Management of Major Incident process & other ITIL Areas (Problem / Change / Request / IT Availability / Capacity/ Event Management)

Responsible for Service Quality and conduct daily incident reviews for all incidents closed ensuring accurate data and any provide root cause of failure mitigation reasons for any SLAs failures.

Drive customer service review meetings covering performance, service improvements, quality and processes;

Work closely with the PMO & Client Project Managers to ensure projects are transitioned smoothly into the service desk;

Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner;

Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services;

Provide regular and accurate management reporting on IT Service performance;

Ensure that all customer knowledge items are made accessible to those who need them in an efficient and effective manner;

Planning and managing support for customer knowledge management and processes;

Identifying, controlling and storing any information deemed to be pertinent to the services provided that is not available by other means;

Contributing to the continual service improvements.

Manage the CMDB process to ensure customer assets are accurately captured and audited

Customer Satisfaction Management " maintain and improve

Work with internal teams and customer to Identify and implement service improvement initiatives

Define, implement and maintain Service Delivery processes, procedures and documentation including Service Management Plans, SLA and OLA.

Requirements

Requirements:

Previous experience as a Service Delivery Manager or demonstrable experience in leading local & virtual teams (A passion for Service Improvement)

Experience of managing 3rd parties and 3rd party delivered services

Service Management or Support in an environment of incident management, escalation procedures and related disciplines

Excellent leadership and people management skills

Excellent written and verbal communication skills

Excellent customer facing/customer service skills and managing customer expectations

Able to work under pressure and meet deadlines

Excellent organisational skills

Able to manage sensitive and confidential information

Demonstrative self-motivation and able to take responsibility

Able to manage and prioritise tasks in a timely & efficient manner

Able to demonstrate initiative and a proactive approach to daily tasks

Experience in working closely with project teams for service design, service transition and service acceptance phases