Service Delivery Manager IT Helpdesk (111125 P)
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Job Location:
Letterkenny - Ireland
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
If you need support in completing the application or if you require a different format of this document please get in touch with us at with the subject line: Application Support Request.
Job Type: Permanent
Location: Letterkenny Co. Donegal (Onsite - with flexibility on hybrid model once training has been completed).
Working Model: 24/7 cover
Do you exhibit strong leadership qualities with a passion for operational excellence
Are you keen to future proof your career with a leading IT organisation
Join TCS as a Service Delivery Manager!
Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre were proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber we foster a culture of continuous learning innovation and respect. Our people are at the heart of everything we do collaborating across teams geographies and disciplines to drive real change for clients around the world. Be part of something global grounded in Donegal.
Careers at TCS: It means more
TCS is a purpose-led transformation company built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you it means more to make an impact that matters through challenging projects which demand ambitious innovation and thought leadership.
The Role
The Service Delivery Manager is a strategic leadership position focused on ensuring seamless IT support services for enterprise clients through a large-scale service desk operation. This role is pivotal in maintaining service continuity driving operational excellence and fostering strong client relationships in a dynamic 24/7 environment.
In this role you will
Your responsibilities:
Strategic Service Oversight - Own the delivery of L1 enterprise support services ensuring alignment with client expectations and contractual SLAs.
Operational Leadership - Oversee day-to-day service desk operations across multiple shifts and geographies maintaining consistent performance.
Team Management & Development - Lead and mentor team leaders and associates fostering engagement growth and a high-performance culture.
Client Relationship Management - Act as the primary point of contact for client stakeholders conducting service reviews and managing escalations. Presenting data service levels and contractual elements in MBR/QBRs.
Performance Monitoring & Reporting - Track KPIs analyse trends and present actionable insights to improve service quality and efficiency.
Shift & Resource Planning - Ensure optimal staffing for 24/7 coverage balancing workloads and maintaining fair rotation for night and weekend shifts.
Governance & Compliance - Enforce ITIL best practices security standards and audit readiness across all service desk processes.
Financial Management - Manage budgets forecast resource requirements and control operational costs while maintaining service quality.
Continuous Improvement & Innovation - Identify opportunities for process optimization automation and adoption of new technologies to enhance delivery.
Risk & Incident Management - Oversee major incident handling ensure timely communication and implement preventive measures for future resilience.
Your Profile:
Essential Skills/Knowledge/Experience:
-Leadership & People Management - Proven ability to lead large teams manage multiple services or 24/7 services and build a high-performance culture.
-Service Delivery Management - Hands-on experience in managing IT Service Desk operations ensuring SLA compliance and customer satisfaction.
-Client Relationship Management - Skilled in stakeholder engagement conducting service reviews and handling escalations in enterprise environments.
-ITIL & Process Governance - Strong understanding of ITIL frameworks and best practices with a track record of implementing process improvements.
-Performance Analysis & Reporting - Ability to interpret KPIs prepare dashboards and present actionable insights for operational excellence.
-Technology & Tools Familiarity - Proficiency with ITSM platforms and exposure to automation and self-service enablement.
-Communication & Negotiation Skills - Ability to communicate effectively with clients senior leadership and technical teams including conflict resolution.
-Continuous Improvement Mindset - Demonstrated success in driving innovation process optimization and adoption of emerging technologies.
Desirable skills/knowledge/experience:
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension health care life assurance laptop and access to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.
Diversity Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).
We welcome and embrace diversity in race nationality ethnicity disability neurodiversity gender identity age physical ability gender reassignment sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role.
Please email us at you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview please contact us at the subject line: Adjustment Request or email request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Beware of Fraudulent offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail Yahoo Mail and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker beware of fraudulent recruitment activity and protect your interests!
You can write to to report any fraudulent activity.
Due to the high volume of applications we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days then it should be deemed unsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
Job Type: Permanent
Location: Letterkenny Co. Donegal (Onsite - with flexibility on hybrid model once training has been completed).
Working Model: 24/7 cover
Do you exhibit strong leadership qualities with a passion for operational excellence
Are you keen to future proof your career with a leading IT organisation
Join TCS as a Service Delivery Manager!
Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre were proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber we foster a culture of continuous learning innovation and respect. Our people are at the heart of everything we do collaborating across teams geographies and disciplines to drive real change for clients around the world. Be part of something global grounded in Donegal.
Careers at TCS: It means more
TCS is a purpose-led transformation company built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you it means more to make an impact that matters through challenging projects which demand ambitious innovation and thought leadership.
- Global Exposure Work with leading enterprises across multiple industries gaining insight into complex IT environments and global delivery models.
- Access to Cutting-Edge Technology Be part of initiatives that leverage automation AI-driven support and advanced ITSM platforms keeping you ahead in the tech landscape.
- Opportunities for Growth Thrive in a large organization with structured career paths leadership development programs and the chance to influence operations at scale.
The Role
The Service Delivery Manager is a strategic leadership position focused on ensuring seamless IT support services for enterprise clients through a large-scale service desk operation. This role is pivotal in maintaining service continuity driving operational excellence and fostering strong client relationships in a dynamic 24/7 environment.
In this role you will
- Act as the central point of accountability for service performance ensuring that client expectations are consistently met and exceeded.
- Provide strategic direction for the service desk aligning operational goals with business objectives and long-term growth plans.
- Serve as a trusted advisor to clients offering insights on service improvements technology adoption and operational best practices.
- Champion innovation and transformation leveraging automation AI-driven tools and modern IT frameworks to enhance service delivery.
- Build and nurture a high-performing culture empowering team leaders and associates to deliver exceptional customer experiences.
- Ensure scalability and resilience preparing the service desk to adapt to evolving business needs and global enterprise demands.
Your responsibilities:
Strategic Service Oversight - Own the delivery of L1 enterprise support services ensuring alignment with client expectations and contractual SLAs.
Operational Leadership - Oversee day-to-day service desk operations across multiple shifts and geographies maintaining consistent performance.
Team Management & Development - Lead and mentor team leaders and associates fostering engagement growth and a high-performance culture.
Client Relationship Management - Act as the primary point of contact for client stakeholders conducting service reviews and managing escalations. Presenting data service levels and contractual elements in MBR/QBRs.
Performance Monitoring & Reporting - Track KPIs analyse trends and present actionable insights to improve service quality and efficiency.
Shift & Resource Planning - Ensure optimal staffing for 24/7 coverage balancing workloads and maintaining fair rotation for night and weekend shifts.
Governance & Compliance - Enforce ITIL best practices security standards and audit readiness across all service desk processes.
Financial Management - Manage budgets forecast resource requirements and control operational costs while maintaining service quality.
Continuous Improvement & Innovation - Identify opportunities for process optimization automation and adoption of new technologies to enhance delivery.
Risk & Incident Management - Oversee major incident handling ensure timely communication and implement preventive measures for future resilience.
Your Profile:
Essential Skills/Knowledge/Experience:
-Leadership & People Management - Proven ability to lead large teams manage multiple services or 24/7 services and build a high-performance culture.
-Service Delivery Management - Hands-on experience in managing IT Service Desk operations ensuring SLA compliance and customer satisfaction.
-Client Relationship Management - Skilled in stakeholder engagement conducting service reviews and handling escalations in enterprise environments.
-ITIL & Process Governance - Strong understanding of ITIL frameworks and best practices with a track record of implementing process improvements.
-Performance Analysis & Reporting - Ability to interpret KPIs prepare dashboards and present actionable insights for operational excellence.
-Technology & Tools Familiarity - Proficiency with ITSM platforms and exposure to automation and self-service enablement.
-Communication & Negotiation Skills - Ability to communicate effectively with clients senior leadership and technical teams including conflict resolution.
-Continuous Improvement Mindset - Demonstrated success in driving innovation process optimization and adoption of emerging technologies.
Desirable skills/knowledge/experience:
- Extensive experience in an ITSM Leadership role.
- Industry certifications within ITSM.
- Previous ITSM / Incident management or Service desk experience managing cases and troubleshooting incidents.
- Bachelors Degree level in education.
- Strong knowledge in capacity management resource planning reporting & analytics.
- Experience working with ServiceNow.
- AISM / AI in Service Management experience.
- Experience managing Omni channel management with automation / self-service or event monitoring.
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension health care life assurance laptop and access to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.
Diversity Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).
We welcome and embrace diversity in race nationality ethnicity disability neurodiversity gender identity age physical ability gender reassignment sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role.
Please email us at you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview please contact us at the subject line: Adjustment Request or email request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Beware of Fraudulent offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail Yahoo Mail and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker beware of fraudulent recruitment activity and protect your interests!
You can write to to report any fraudulent activity.
Due to the high volume of applications we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days then it should be deemed unsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
Required Experience:
Manager
Key Skills
- Children Activity
- Electrical Engineering
- Financial Services
- Estimation
- Airlines
- Asic
About Company
We strongly believe global challenges need global solutions. We are continually engaging with our employees, clients, partners, public institutions, and community organisations across the world to step up and rise to the occasion. We are #OneTCS. A part of the Tata group, India's lar ... View more
