Service Delivery Manager - Infrastructure

  • Dublin
  • Frs Recruitment
Position: Service Delivery Manager Location: Dublin My Client is a leading provider of innovative tech services for the B2B market with a worldwide presence. The company helps leading brands and organisations across the UK and Ireland . They are seeking a dedicated Service Delivery Manager with a strong technical background and extensive experience in Managed Services Provider (MSP) environments to join their esteemed team. The successful candidate will play a pivotal role in ensuring the seamless delivery of services to their clients across three sites, maintaining high service levels, and fostering strong client relationships. Key Responsibilities: Collaborate with the Delivery Team to address complex technical and business challenges, ensuring optimal operational service delivery with a focus on achieving positive technical and financial outcomes. Serve as the primary point of contact for clients, ensuring the establishment and renewal of contracts, and promptly addressing and escalating queries as necessary to uphold service standards. Monitor and ensure compliance with contractual service levels on a day-to-day basis, coordinating milestone assignments and performance checkpoints with contractors. Conduct regular reviews with clients to identify areas for service improvement and implement necessary enhancements to meet or exceed customer expectation In addition to the above responsibilities, the successful candidate must be willing to undertake additional duties as needed to adapt to changing circumstances while maintaining the general character and level of responsibility of the role. Qualifications: Essential Criteria: Demonstrable experience in service delivery, with a focus on MSP environments. Proven track record in staff management. High-level understanding of infrastructure technologies and their applications within enterprise environments. Excellent communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders. Strong attention to detail and a customer-centric approach. Ability to advocate for customer's needs while maintaining a collaborative approach. Desirable Criteria: ITILv3 foundation certification. Familiarity with Prince2 methodology. Proficiency in report writing. Enthusiastic and committed with a keen interest in Continual Service Improvement. Assertive yet diplomatic, with strong team collaboration skills and the ability to multitask effectively. Hospital/Healthcare experience is beneficial