Service Delivery Manager

Great position open for a Service Delivery Manager who comes from a Large IT, Digital & Online Environment and strong working knowledge of RAN, Core and IP services to come onboard and work for a reputable Telecommunications company based in Dublin, Ireland. This will be an initial 6 months contract with competitive rates on offer. This will be on a rota basis with on-call 1 week out of 4.

Key experience:

• Governance required across a large IT, Digital & Online environment,
• Provide leadership on incident resolution
• Strong stakeholder management
• Achieving key KPI's within the IT, Digital & Online service tower
• Ensure best practise is followed in relation to the monitoring and maintenance of services.

Responsibilities:

• Service Delivery Management of the IT, Digital & Online services provided by the technology department to both internal business stakeholders and external customers.
• Strong working knowledge of the RAN, Core & IP services that are required within a large mobile telecom operator.
• Strong technical knowledge in relation to IT, Digital & online services and infrastructure
• Accountable for all aspects of service management with the partners (internal and external), driving stability & issues resolution to best protect the customer & business, closely managing major incidents and issues, driving problem management to identify & remove root cause to prevent reoccurrence & future issues.
• Ensure strong relationships are built and managed between the Technology Department and our internal customers specifically in regard to Technology operational services and issues.
• Monitor the overall level of service provided by Managed Service Partner(s)s - including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues, benchmarking to ensure best in class.
• Provide a focus for SLA management and customer satisfaction and productivity improvement.
• Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and Improvement Programmes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right method.
• Manage internal relationships and Customer Satisfaction & Experience - manage, measure and ensure that internal Technology department and Managed Service Partner(s) are achieving agreed levels of customer satisfaction
• Support budgetary management of IT Opex.
• Ensure partners adhere to the client's policies, procedures and standards.
• Provides expert management support to difficult, high profile customer issues and ensures root-case analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

Will be required to be part of on-call team and provide support and leadership outside of core business hours for Major Incidents / High impacting issues

Project People is acting as an Employment Business in relation to this vacancy.