Our Client is a world-leading provider of international taxation, finance, and fulfilment services to clients in over 100 countries ranging from blue-chip financial service companies to individual investors & cross-border workers.
The ICT Service Delivery Manager will have responsibility for IT Service Management and also for managing IT Services transition and Service Improvement. The role will be responsible to the customer as the single point of contact (SPOC), for the customer management of the IT Services at the agreed quality level within the limits of the calculated costs.
The ideal candidate will be able to demonstrate a highly motivated desire to deliver a service oriented delivery. The successful candidate will be expected to be able to work across all customer locations where we are providing Service, predominately in Ireland and Bulgaria. Successful candidates would be required to be flexible to undertake International travel from time to time as part of the Global Delivery Network.
RESPONSIBILITIES / ACCOUNTABILITIES
- Delivery of all IT support services for Group function to meet agreed Service Level Agreements. Manage, track and report SLA performance across the business
- Manage and contribute to the delivery of all IT components of group services in order to meet business objectives.
- To help identify and implement the strategy for applications and technologies across IT.
- Identify KPI’s and key services and create a mechanism for reporting to the ICT Director and the executive board on a monthly basis
- To redefine Service as a strategy within the ICT department and implement ITIL V 3.0
- Service Definitions and Creation including OLA’s and SLA’s.
- Design, delivery and annual testing of Disaster Recovery (DR) for all critical business application and infrastructure
- Leading management of computer assets, inventory, and on-going software license management.
SKILLS/ COMPETENCIES REQUIRED
- 3rd Level Degree in IT Discipline or similar;
- Good presentation skills and Communication skills;
- Strong customer focus and customer facing skills
- Excellent Supplier management skills
- Good documentation skills
- ITIL v3 certified
- Recognised PM certification
- Knowledge of ISO27001
SPECIAL REQUIREMENTS
- 3+ years in a management/leadership role delivering service against SLAs or agreed targets;
- Strong leadership and influencing capabilities;
- Experience leading a team either in Supervisor, Team Lead or Manager role;
Why would you join our team?
- Full and paid training
- Additional health insurance package
- Rewarding package based on performance
- Long-term career opportunity and job security in a multinational company
- Great work environment
- Company mobile phone after 1 year of service
- Company events (teambuilding and parties) and discounts across various stores
