Service Delivery Manager Permanent

SERVICE DELIVERY MANAGER

Reports to Operations and Account Director (EMEA)

Location: Dublin

Overall Job Purpose

The role of the Service Delivery Manager is to ensure excellence in service delivered within multiple engagements to a Global leader in Online\High Tech.

The successful candidate should have managed service & outsourcing experience, have led a best in class service and built client relationships through excellence in service management at senior levels in customer organisations.

This senior role needs to have a good understanding of managed services, online digital marketing, customer experience management and processes, have a demonstrable knowledge of Enterprise IT best practice such as ITIL.

They must be have strong experience leading operational teams in multiple locations (in Ireland and across EMEA) and working in a multi-cultural and virtual environment.

Person Spec and Competencies

Essential Qualifications, Training and Experience

• Strong experiences in a managerial role working in managed services, high tech, sales or online domain.
• Strong service management experience with ITIL qualification desirable and proven experience of implementation.
• Strong Knowledge of customer experience and related tools/processes in outsourced operations. Google product knowledge is desirable or similar.
• Exposure on project management methodologies is preferred with experience in large scale transition programmes.
• Experience with cloud base collaboration tools.
• Strong communication and presentation skills.
• Fluent in both spoken and written English.
• Must be able to function effectively in a high-pressure environment showing strong leadership abilities and integrity.
• Strong people management skills and experience of coaching and mentoring.

Qualifications

• Graduate/Masters degree in Computer Science or similar or equivalent relevant work experience.
• 7+ years in managed service and outsourcing client facing leadership roles.
• Responsible to manage end to end service delivery of a portfolio of services and projects for a global high tech customer.
• Well versed with managing outsourced services and leading the supporting governance structures.
• Works well as the link between the PMO teams, operations teams and internal shared services to deliver the best outcome for both customer and service provider.
• Reports to the EMEA Client and Operations director – leading service delivery for one global customer.
• Support transition activities such as resource planning, service alignment, contract management, on-boarding and off-boarding of resources.
• Manage the end to end change request process for each service. Ensuring alignment to SoW.
• Act as the single point of contact for service escalations between customer and vendor.
• Drive service excellence and continuous improvement initiatives, including deployment of practice sharing with regions outside EMEA.
• Helps drive global performance by understanding and driving positive impact of region
• Ensure that SLAs and KPIs are met as committed to customer with supporting service improvement plans(SIPs) where required.
• Ensure high levels of customer satisfaction (CSAT) at a customer vendor management level and act as a the face of the organisation.
• Support the ‘talent management’ teams in driving our culture, values and employee engagement.
• Effectively communicate the operation and transition status to all stake holders through agreed governance.
• Conduct the monthly and quarterly service reviews with the customer stakeholders.
• Work closely with internal stakeholders and customer to ensure proper alignment to business objectives.
• Responsible to build and sustain a strong Service Management Organization with seamless changes in scope.