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I am hiring a Service Delivery Manager to oversee and manage the delivery of IT services and ensure... Read more

I am hiring a Service Delivery Manager to oversee and manage the delivery of IT services and ensure operational excellence within the organisation.Key Responsibilities:Service Delivery:User Support: You will ensure high-quality support for IT systems and applications, resolving user issues and requests in a timely manner.Incident and Problem Management: You will manage and resolve incidents and problems in line with ITIL v4 practices, conducting root cause analysis and implementing preventive measures. You will act as incident manager during outages, producing Service Impact Reports to facilitate lessons learned.Change Management: You will oversee and implement changes to IT systems, ensuring minimal disruption to business operations. You will conduct impact assessments and coordinate with stakeholders.Security Management: You will maintain the security of IT systems by implementing and monitoring security protocols, including access controls and regular security assessments.Service Reporting: You will generate and analyse service performance reports to identify trends, issues, and opportunities for improvement.Vendor Management:Vendor Assessment: You will evaluate and manage relationships with IT vendors, ensuring they meet service level agreements (SLAs) and deliver value to the organisation.Contract Management: You will oversee vendor contracts, including procurement, invoicing, and performance monitoring. You will ensure compliance with organisational policies.Vendor Performance Monitoring: You will regularly review vendor performance and conduct audits to ensure adherence to agreed standards and SLAs.Continuous Improvement:Process Optimization: You will identify and implement process improvements to enhance service delivery efficiency and effectiveness.Service Improvement Plans (SIPs): You will develop and execute SIPs to address service gaps and improve overall service quality.Knowledge Management: You will maintain and update documentation, including standard operating procedures (SOPs) and knowledge bases.Project Support:Project Delivery: You will support IT projects, including testing, training, and user access management, ensuring alignment with business objectives.IT Audit Support: You will prepare IT systems for audits, including data collection, hygiene clean-up, and audit response coordination.Other Responsibilities:Invoice and PO Support: You will assist with ICT and AP invoice processing, including vendor payments and contract management.Communication: You will maintain clear and effective communication with stakeholders, including business units, vendors, and IT teams.Key Skills and Competencies:ITIL v4 Expertise: Strong understanding of ITIL v4 practices, particularly in service delivery, incident management, and continuous improvement.Vendor Management: Proven experience in managing vendor relationships, contracts, and performance.Problem-Solving: Strong analytical and problem-solving skills, with the ability to conduct root cause analysis and implement effective solutions.Communication: Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.Attention to Detail: High level of accuracy and attention to detail, particularly in managing security protocols and audit preparations.Project Management: Experience in supporting IT projects, including testing, training, and user access management.The Next Step for you:Should this position be of interest to you, please forward your CV to Cian Parnell at GCS Recruitment specialists at [email protected] or call on 01901 4401.GCS is acting as an Employment Agency in relation to this vacancy. Read less

A leading IT services organisation in Dublin city centre is looking for a Service Delivery Manager for a... Read more

A leading IT services organisation in Dublin city centre is looking for a Service Delivery Manager for a 6-month rolling day rate contract. The role will be hybrid with a mix of remote work and being on site when required. Competitive daily rate on offer DOEWhat you will be doing in the role:You will oversee the delivery of Security Operations Centre (SOC) services, ensuring they are efficient and of high quality.You will serve as the main point of contact for clients regarding SOC services and cybersecurity incidents.You will conduct regular service review meetings with customers to discuss performance, address issues, and explore improvement opportunities.You will ensure clear and effective communication between SOC teams, clients, and senior management.You will promote a culture of continuous learning and development within the SOC team.You will manage and coordinate security incidents, ensuring timely escalation and resolution.You will identify and address process inefficiencies, implementing continuous improvement initiatives.You will track orders and contract renewals, managing revenue and forecast reporting for the team.You will prepare and present SOC performance reports, dashboards, and metrics to leadership and clients.You will engage with customers to manage expectations, gather feedback, and identify opportunities for improvement.You will support report development, document processes, and assist with marketing activities.What you will need:You will have proven experience in IT service delivery, SOC operations, or cybersecurity leadership roles.You will have strong problem-solving, decision-making, and crisis management skills.You will have the ability to work in a high-pressure environment and manage multiple priorities.You will be customer-centric, able to manage expectations, and always focused on what's best for our customers.You will have relevant certifications such as CISSP, CISM, ITIL, or ISO 27001 Lead Implementer (preferred).You will have prior experience in the IT services sector or a solid understanding of IT services.You will have proficiency with MS Office, especially Excel (PowerBI experience is a plus).You will have some experience in project management (certification optional).You will have experience in managing and organizing teams.You will have excellent verbal and written communication and listening skills.You will have strong organizational and problem-solving abilities.What the organization will offer you: You will work in a leading IT services organization that is a leader in its field. You will join a growing team that is delivering critical projects and services for their end clients.The Next Step for you: Should this position be of interest to you, please forward your CV to Oisín Geoghegan at GCS Recruitment specialists at [email protected] or call on 019014378. GCS is acting as an Employment Business in relation to this vacancy. Read less