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IT Service Delivery Manager

I.T. Alliance N.I. Ltd

Posted on Jun 7, 2021 by I.T. Alliance N.I. Ltd

Not Specified, Ireland
Immediate Start
€60k - €60k Annual

IT Service Delivery Manager

Full Time Permanent

Option for part time remote or fully remote

Dundalk, Louth

Salary circa 60k eur per annum.

The Role -

The team would be Head of Service Management alongside Retail Project Manager, Stock Manager and Service Desk Manager with 10 Service Desk Admins.

Contribute directly to the strategy, development and quality of IT Service Management and the company's service delivery capability. Promoting ITSM awareness and instil a service orientated culture.

Own specific Service Deliveries and ensure their effective delivery, management and improvement to meet company and client needs.

Delivery, management and improvement of IT services to support the company's business and meet user needs, using a set of well-defined best practices (ITIL,ISO20000).

Responsible for assisting in the development, implementation, sustainment and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations and delivery.

Monitor and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.

Assist in the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment with business objectives

Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.


  • Minimum of bachelor's degree in Computer Science, Information Systems or equivalent field.
  • 2 - 3 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.
  • Experience of ITSM software applications and tools, analysis and reporting.
  • At least 2 years' experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment; including knowledge of ISO20000 and CMMI certification.
  • Knowledge of developing and managing continuous improvement programs.
  • Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.

Qualifications, ideally:

ITIL v3 Expert certification with strong knowledge of ITIL 2011.

ISO20000, CobIT v5, BPM, CMMI, Six Sigma, CISA, CGEIT training and certification valuable.

Project Management certification preferred.

Experience in Gambling/Gaming sector is highly beneficial

Reference: 1220624912

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