Service Delivery ManagerDepartment: Biz Apps - CEEmployment Type: Full TimeLocation: DublinDescriptionWe are looking for a motivated and customer-focused Service Delivery Manager to support the delivery and improvement of our support services. This is an exciting opportunity for someone with a solid foundation in IT service delivery or enterprise support who is ready to take the next step in their career. You will work closely with senior managers and cross-functional teams to ensure high-quality service delivery and contribute to continuous improvement initiatives.This role will report to the Service Delivery Services Function.Key ResponsibilitiesService Quality & Performance Support· Assist in tracking and reporting on customer SLAs and KPIs.· Support implementation of service quality processes and help identify opportunities for service improvement.· Help coordinate incident and problem resolution activities.· Compile and prepare regular service performance reportsCustomer Relationship Support· Maintain regular contact with assigned support customers.· Help organise and participate in service review meetings.· Assist with managing support escalations under senior guidance.Change Management Support· Assist in coordinating change requests, ensuring proper documentation and approvals are in place.· Track the impact of changes on service delivery and escalate if issues arise.Continuous Improvement· Help identify inefficiencies in service delivery processes and suggest improvements.· Participate in improvement initiatives focused on customer satisfaction and operational excellence.· Support implementation of service quality processes and help identify opportunities for service improvement.Skills, Knowledge and Expertise· 2-5 years of experience in IT service delivery, support coordination, or a similar role· Familiarity with enterprise applications, preferably Microsoft Dynamics or related platforms.· Basic understanding of ITIL principles and service lifecycle stages.· Experience using ITSM tools like ServiceNow or similar.· Willingness to learn, take initiative, and grow into a senior service delivery role.
