567 Customer Facing jobs in Ireland

Your team
Technology is the engine behind our retail shops across UK & Ireland. Whether it's our customer betting terminals, payment terminals, video streaming, early price screens or our EPOS system, we build, run and support all the tech to enable our retail colleagues to provide the Paddy Power world-class customer experience. Our retail business is exploring new shop formats leading to new technology being introduced, we are removing old hardware as a part of sustainability program plus we are moving towards automations with AI thrown in as well. Our job is to improve the uptime through utilising cloud, automations and AI but if it breaks get an engineer onsite to resolve the issue as soon as. We always have a rollout program or 2 underway upgrading, downgrading, adding, removing pieces of our technology footprint to provide a better experience for our colleagues and our customers.

What You'll Do

• Responsible for end-to-end service delivery, handle P1/P2 incidents, coordinate multi-functional responses, and act as an escalation point for unresolved issues.
• Deliver regular reports on SLAs, KPIs, and incident trends, support bug tracking and resolution, and use service data for improvement initiatives while ensuring documentation accuracy.
• Coordinate with internal teams and vendors to ensure service delivery, handle vendor escalations, and build strong stakeholder relationships to align services with business needs.
• Lead communications during major incidents, provide timely updates to stakeholders, and represent support teams in business reviews to promote service excellence.
• Lead, coach and mentor teams.

How You'll Do It

• Experience leading teams, particularly in a fast-paced retail sector, with proven capability in handling high-impact incidents, problem resolution, and service improvement.
• Strategic problem solver with a track record of blending technical, operational, and commercial considerations into decision-making, and successfully guiding teams and vendors.
• Good communicator, able to simplify complex messages, and manage priorities to ensure timely delivery.
• Solid knowledge of ITSM principles and tools, familiarity with ITIL frameworks, proficiency in Microsoft Office, analytical skills for trend identification, experience with third-party vendors.

What's On Offer

• £/€1,000 learning fund
• Twice-yearly bonus (with part of it guaranteed)
• Unlimited Holiday
• Pension contribution scheme
• Private healthcare
• Hybrid Working – (Dublin 2 days in office)
• Access to thousands of Udemy courses
• Invest via the Company Sharesave Scheme
• 16 Hours paid volunteering each year.

About PaddyPower
Work that makes play jealous
Paddy Power has been breaking and re-writing the rules since 1988, from on-track bookmakers to cheeky upstart mischief-makers, to part of the largest betting and gaming technology company in the world.

Although we've grown to the betting behemoth we are today, we've not forgotten our roots. We continue to offer great value and entertainment to our customers and keep them at the heart of what we do.

Our culture of hard work, boldness and an innovative spirit got us to where we are and we take our work seriously, but not ourselves We win by having the best people working well together. Don't pigeon-hole us either – our company is a mix of sports nuts, gaming innovators, tech geniuses, perceptive people-people, inspiring leaders… and a very busy legal team.

We've got a growing squad of specialists, and we make the work fun. Sound good? Maybe there's a spot on the team for you

Plus, PaddyPower is part of the Flutter UK & Ireland family – a collection of big-hitting entertainment brands such as Betfair, Sky Betting & Gaming and Tombola.

About Flutter UK & Ireland
We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power.

Together the Flutter UKI brands offer market leading entertainment to millions of customers every single week Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like 'cash-out', 'Request a Bet', betting exchanges and free to play games like Soccer Saturday Super 6.

Working Here
Do you want to work somewhere extraordinary? From the people you spend your days with, to the ground-breaking projects, no two days will be the same.

Our 7,000+ colleagues come together to form an expert, supportive community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas.

And the Values that guide us? Here they are:

Customer First, Always | Change The Game | Win Together | Free To Be Me
We're proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.

Find out more about how we co-created our Values with over 10,000+ insights from our people

We're working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.
If you need any adjustments to make this role work for you let us know, and we'll see how we can accommodate them.

About Us:

At Dabster, we specialize in connecting top talent with leading global companies. We are currently seeking a skilled and dedicated
Service Delivery Manager
to join our client's team in
Dublin, Ireland.
Our mission is to be the foremost recruitment specialist in securing exceptional talent for a diverse range of global clients.

Who You Will Work With:

Our client is a globally recognized technology company delivering IT services, consulting, and business solutions. They partner with leading organizations worldwide to drive digital transformation, leveraging innovation and deep industry expertise to solve complex business challenges.

Job Description:

The Service Delivery Manager (DFS) plays a critical role in overseeing the profitability and operational excellence of service engagements. This position is responsible for managing escalations, ensuring compliance with service agreements, and driving continuous improvement initiatives. The role also emphasizes team development and customer satisfaction, making it essential for achieving the organization's strategic objectives.

Key Responsibilities

1. Implement Process Improvement Initiatives By Leveraging Lean It Methodologies And Automation Tools To Enhance Operational Efficiency And Minimize Human Error In Service Delivery.

2. Plan And Execute Program And Delivery Management Strategies, Ensuring That Project Margins And Deliverables Align With Financial Targets As Outlined In The Statement Of Work (Sow).

3. Lead And Mentor The Service Delivery Team, Fostering An Environment Of Engagement And Professional Development To Improve Employee Retention And Performance.

4. Cultivate Strong Customer Relationships By Ensuring High Levels Of Engagement, Satisfaction, And Referenceability Through Proactive Communication And Feedback Mechanisms.

5. Drive Resource Upskilling And Development By Facilitating Internal Training Programs And Growth Opportunities, Aligning Team Capabilities With Organizational Needs.

Skill Requirements

1. Strong Understanding Of Service Delivery Management Principles And Practices.

2. Proficiency In Lean It And Process Improvement Methodologies.

3. Excellent Leadership And Team Management Skills.

4. Solid Customer Relationship Management And Engagement Capabilities.

5. Experience In Financial Management And P&L Oversight.

Certification

• 1. Relevant Certifications Such As Itil, Six Sigma, Or Pmp Are Optional But Valuable.

How to Apply

Apply by submitting your resume today, showcasing your relevant experience and passion for the position via LinkedIn Easy Apply or directly to

Role Title:

Service Delivery Manager - SOC

Business Area:

Security Services

About This Role:

Eir evo is seeking a Service Delivery Manager to join our growing security practice. This is a key role in a high-growth team where you can contribute to the growth and development of services within the organisation.

The Service Delivery Manager is required to support the Service Delivery function for Cyber Security operations and work on improving and developing processes across the Cyber Security Service delivery function.

The role is not highly technical but involves working with technical staff and managing activities through a range of existing systems. The right person will form a key part of the fabric of this division by working with our pre-sales and consulting teams and in collaboration with our security operations team.

Expectations From The Role:

This Service Delivery Manager position will include the following responsibilities:

• Scheduling, managing capacity for and reporting on utilisation of cross-function teams. Also, set up small projects for the teams in our PM software (larger projects will be managed directly by our PMO).
• Oversee the delivery of SOC services, ensuring high-quality and efficient security operations.
• Act as clients' primary point of contact regarding SOC services and cybersecurity incidents.
• Conduct regular service review meetings with customers to discuss performance, issues, and improvement opportunities.
• Ensure clear and effective communication between SOC teams, clients, and senior management.
• Foster a culture of continuous learning and development within the SOC team.
• Coordinate and manage security incidents, ensuring effective escalation and resolution.
• Identify process inefficiencies and implement continuous improvement initiatives.
• Tracking orders & contract renewals, managing revenue/forecast reporting for the team.
• Generate and present SOC performance reports, dashboards, and metrics to leadership and clients.
• Basic QA of documentation produced (non-technical review).
• Engage with customers to manage expectations, gather feedback, identify OFIs etc
• Ad-hoc service support activities e.g. contributing to report development, documenting processes, contributing to marketing activities, organising training etc.

Requirements For A Successful Application:

The candidate should be:

• Enthusiastic and adaptable, willing to adapt to new technologies
• A 'people person', confident and able to build constructive working relationships.
• Detail oriented and organised, with strong analytical skills
• Proven experience in IT service delivery, SOC operations, or cybersecurity leadership roles.
• Strong problem-solving, decision-making, and crisis management capabilities.
• Ability to work in a high-pressure environment and manage multiple priorities.
• Customer centric, able to manage expectations, and always focused on what's best for our customers.

The candidate should have:

• Relevant certifications such as CISSP, CISM, ITIL, or ISO 27001 Lead Implementer (preferred).
• Prior experience in the IT services sector (or a good understanding of IT services)
• Good ability with MS Office esp Excel (PowerBI experience an advantage)
• Some experience in project management (certification optional)
• Experience managing/organising people
• Excellent verbal and written communication and listening skills.
• Good organisational and problem-solving skills

Others:

eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.

We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs

ATC is a global logistics, white glove, and technical services specialist for data centres. Our focus is on anticipating the critical needs of our clients and delivering industry-leading standards for safety, security and reliability. Since being established in 1979, we have continued to lead our dedicated teams across Europe to build strong relationships with our clients.

Our mission is to deliver and install Europe's data centres with precision and care. We achieve this by focusing on our team and our services:

• Our Team – Powered by people to keep data centres moving safely and securely.

We recognise that our greatest strength is our staff, which is why we promote a culture of personal development and professional training, both internally and from leading industry bodies.

• Our Services – We provide a range of specialised services tailored to the individual needs and demands of each client, their equipment, and their data centre infrastructure.

From managing specialised computer transport, and IT relocation services, to logistics and planning, and data centre commissioning and decommissioning; we adapt our 40+ years of expertise to every situation.

ATC operates in a dynamic global market where clients demand a service that is right first time, every time; we are recruiting motivated and driven people to work in a company that is Driving Forward .

The Service Delivery Lead is responsible for assisting the Key Account Manager by managing the day-to-day aspects of key client accounts. This role ensures smooth operations, provides expert support, manages project timelines, and resolves issues.

Work Location: This hybrid role is open to candidates based in Dublin, London, Amsterdam or Frankfurt.

The ideal candidate will possess strong operational expertise and excellent problem-solving skills.

o Account Management:

Support the Key Account Manager in ensuring smooth account operations. Work closely with the Key Account Manager and the Commercial team through regular internal meetings and regular meetings with clients. Maintain strong client relationships to build trust and promote effective collaboration by consistently engaging with clients and team members to address their needs and concerns.

o Operational Support:

Serve as an operational point of contact for the customer, providing expert advice and support.

o Operations Management:

• Oversee the day-to-day operations of the account, ensuring seamless delivery of services and products
• Collaborate closely with the Planning Team and Planning Team Lead to successfully meet client demands.

o Issue Resolution:

Proactively manage and resolve issues, minimising downtime and ensuring customer satisfaction.

o Project Management:

Coordinate and track projects to ensure deliverables are completed on time and within scope.

o Operational Expertise:

Provide deep operational knowledge and insights to the customer, helping them maximise the value of our services.

o Process Improvement:

Stay open to new ideas and identify opportunities to improve operational processes for both internal teams and customers.

o Collaboration:

Work closely with the Planning Team, Technical Services, Health and Safety, and other internal teams to ensure alignment and support customer objectives.

o Reporting:

Monitor and report operational metrics like rack counts, OTD, and issue resolution. Compile monthly highlights and data for the Business Review, and present insights both internally and to the and report on operational performance metrics, including rack counts, OTD, issue resolution and other operational matrix.

The ideal candidate will demonstrate strong negotiation skills, problem-solving abilities, and effective communication, all while contributing to the successful achievement of the organisation's goals.

Candidate Requirements

• Education: Bachelor's degree in business or a related field preferred, but not essential.
• Experience: Experience in account management, client services, or a related field is desirable but not required.
• Strong negotiation and contract management skills.
• Excellent communication and interpersonal skills.
• Ability to understand and align with customer business objectives.
• Demonstrated ability to manage complex tasks and support business growth.
• Strong problem-solving skills and the ability to manage escalations effectively

Competencies

• Operational Proficiency: Deep understanding of the operational aspects of services and their application to customer needs.
• Customer Orientation: Ability to anticipate and meet the operational needs of the customer.
• Attention to Detail: Meticulous in managing operational details and ensuring accuracy.
• Problem-Solving: Effective at diagnosing issues and implementing solutions quickly and efficiently.

Location and Travel

• The position is open to candidates based in any of the following locations: Dublin, London, Frankfurt, or Amsterdam.
• This is a hybrid role, offering a flexible blend of in-office and remote work.
• Candidates must have the legal right to work in the specified location; no Visa sponsorship will be provided.
• A full clean driving licence is required.
• Flexibility to travel within Europe/UK/Nordics to meet with key clients.

Please submit your updated CV/resume in English.

The remunerating package, including salary and benefits, is negotiable depending on experience. The package may include the following:

• Competitive market salary
• Performance-based bonus
• Flexible/hybrid working environment
• AIG Virtual Care Programme
• Company pension plan (depends on local laws)
• Opportunity to work from abroad 30 days per year
• Opportunities for continuing professional development
• Sports & social club

Company Description
Version 1 has celebrated over 26 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Version 1 has several strategic technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake. We're also an award-winning employer reflecting how employees are at the heart of Version 1.

We've been awarded: Innovation Partner of the Year Winner 2023 Oracle EMEA Partner Awards, Global Microsoft Modernising Applications Partner of the Year Award 2023, AWS Collaboration Partner of the Year - EMEA 2023 and Best Workplaces for Women by Great Place To Work in UK and Ireland 2023.

As a consultancy and service provider, Version 1 is a digital-first environment and we do things differently. We're focused on our core values; using these we've seen significant growth across our practices and our Digital, Data and Cloud team is preparing for the next phase of expansion. This creates new opportunities for driven and skilled individuals to join one of the fastest-growing consultancies globally.

Job Description
The success of the Service Delivery Manager is built on the 'Trust' relationship between them and their clients and team. The result of this relationship is a customer with high satisfaction scores and engaged Version 1 staff, which should then translate into excellent financial performance.

You as the Service Delivery Manager will sit in our Public Sector team. You will have responsibility for a large customer where you will build and maintain a solid relationship in order to continue to consistently deliver high satisfaction ratings.

• Manage all 3 sides of the Strategic Triangle – Customer Satisfaction: Employee Engagement; and Profitability
• Monthly and quarterly forecasting of team costs and project revenues
• Review actual performance against forecast – understand gaps and put corrective measures in place, as appropriate
• Work with Delivery Managers /Portfolio Directors /Customer Success Managers and Practice Heads as appropriate to agree strategy for assigned accounts
• Input to service design and support for service implementation
• Internal service reporting
• Maintain standards for ISO 2000 & compliance & best practices across the team
• Manage customer escalations, issues, problems, and requirements
• Identify and progress the Continual Service Improvement initiative
• Manage business risk and knowledge to ensure business continuity
• Achieve targets and improvement initiatives for customer satisfaction
• Explore and drive opportunities within existing customers for new/additional work
• Work with sales to develop new opportunities both with new and existing customers
• Conduct regular Service Reviews with Customers

Travel requirements: 1-2 days per week in Shannon
Qualifications

• At least 5 years leadership experience
• Strong customer service/relationship management experience in a Service Delivery Manager or equivalent role
• Microsoft infrastructure experience in a Managed Services environment
• Experience in Service Delivery in IT Services preferably infrastructure
• Strong track record in driving revenue opportunities
• Resource Management experience: performance management, workload distribution, team development, knowledge management
• Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs
• Experience in pre-sales both leading and contributing (contracts, tenders, bids and so on)

Additional Information
Why Version 1?
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working, Version 1 is tremendously understanding of life events and people's individual circumstances and offer flexibility to help achieve a healthy work life balance.
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes including Version 1's Annual Excellence Awards & 'Call-Out' platform.
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.

Ekta Bahl - Talent Acquisition Capability Partner

A Snapshot of Your Day

Start your day by diving into meaningful projects that contribute to innovation in the energy sector. As a Service Delivery Lead, you'll be the central point of contact for our customers, ensuring their happiness and value through your leadership and technical expertise. Collaborating with a world-class team, your role will involve strategising, planning, and completing flawless service deliveries. Expect a dynamic work environment where every day brings new challenges and chances to create a significant impact

How You'll Make an Impact

• Assist the Sales and Team in achieving annual order entry targets by winning and delivering service opportunities in line with the Siemens Energy Controls and Digitalisation portfolio.
• Be the main contact for all Customer concerns regarding Siemens Energy's Control and Digitalisation fleet in Ireland, boosting happiness and value via responsibility and innovation.
• Collaborate with the Operations team to develop business execution strategies prior to proposal submission to ensure successful delivery.
• Match Siemens Energy portfolio with Customer needs, considering their markets, objectives, and strategies.
• Plan and ensure the safe delivery of works, including securing resources and ordering materials and equipment.
• Coordinate unscheduled maintenance activities and breakdowns, ensuring a structured and considered approach.

What You Bring

• Several years of experience in a commercial environment, specifically related to control systems.
• Some experience in Bid Management/Tendering within a solution-centric environment.
• Proven track record of successfully implementing service delivery projects.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to travel to customer sites as required.

About the Team

Our Gas Services division offers Low-emission power generation through service and decarbonization. Zero or low emission power generation and all gas turbines under one roof, steam turbines and generators. Decarbonisation opportunities through service offerings, modernisation, and digitalisation of the fleet.

Who is Siemens Energy?

Siemens Energy, a global company, has 100,000 employees in 90+ countries. We develop future energy systems.

Our distributed team is dedicated to making balanced, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.

Find out how you can make a difference at Siemens Energy
:

Our Commitment to Diversity

Lucky for us, we are not all the same. Through diversity, we generate power. We run on inclusion and our combined creative energy is fuelled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energise society, all of society, and we do not discriminate based on our differences.

Rewards/Benefits

Competitive salary and performance-based incentives.

Comprehensive health benefits and wellness programs.

Opportunities for professional development and career advancement.

Flexible working arrangements to support work-life balance.

Access to brand new technologies and a collaborative work environment.

Dedication to sustainability and making a positive impact on the global community.

Responsibilities:

Delivery Leadership

• Lead and manage large-scale delivery programs with a minimum portfolio size of €150M+ and a team size of 2000+ professionals.
• Drive end-to-end delivery across Agile methodologies (SCRUM, Spotify, Kanban, Story Points).
• Manage diverse delivery models including Fixed Price, Time & Material (T&M), Outcome-based, and Managed Services.
• Ensure delivery readiness by identifying, onboarding, and mentoring talent (individuals and squads).
• Resolve delivery impediments with a hands-on, solution-oriented approach.

Solutioning and Technology Leadership

• Engage in customer conversations to conceptualize solutions, architectures, and delivery plans.
• Stay abreast of digital trends such as SRE, automation testing, predictive analytics, AI, and DevOps.
• Provide technical leadership across backend, frontend, data, and DevOps stacks.

People Management

• Foster a servant leadership culture, ensuring team integration with both HCL and customer environments.
• Drive career development, mentoring, and upskilling initiatives.
• Lead integration efforts for onsite teams with parent organization through townhalls, sprint meetings, and training.
• Collaborate with local agencies and universities for future talent acquisition and enablement.

Operational and Financial Management

• Own and manage P&L for Germany, including revenue, margin, ARC, and utilization metrics.
• Act as the single point of contact (SPOC) for managing sales, delivery, and stakeholder relationships.
• Manage delivery teams of 200+ FTEs across onsite and offshore locations with revenue responsibility of €5–20M.

Customer and Stakeholder Engagement

• Lead customer and team communications, ensuring alignment with Agile governance and delivery progress.
• Proactively manage impediments and provide actionable solutions.
• Build strong relationships with internal and external stakeholders.

Qualifications:

Required

• 17–20 years of experience in IT delivery leadership roles.
• Proven track record in managing large Agile delivery programs.
• Strong communication and stakeholder management skills.
• Experience in managing delivery across multiple commercial models (Fixed Price, T&M, etc.).
• Hands-on experience in solutioning across backend, frontend, data, and DevOps technologies.
• Demonstrated ability to manage large-scale delivery units (€150 portfolio, 2000+ team size).
• Experience in Agile transformation using SCRUM, Spotify, Kanban, and Story Points.
• Strong financial acumen with P&L ownership experience.

Preferred

• Experience in building and scaling start-up teams within enterprise environments.
• Familiarity with digital transformation trends such as SRE, automation testing, AI, and predictive analytics.
• Experience in integrating distributed teams and fostering a unified organizational culture.
• Exposure to talent development through partnerships with universities and local agencies.

Other Requirements

• Ability to think on your feet and challenge teams/customers constructively.
• Strong servant leadership mindset with a focus on team empowerment and growth.
• Experience in Agile governance and delivery measurement frameworks.
• Willingness to take full accountability for delivery outcomes, team performance, and customer satisfaction

Line of Service
Advisory

Industry/Sector
Not Applicable

Specialism
Technology Strategy

Management Level
Manager

Job Description & Summary
PwC Ireland - Bring Your Experience, Grow Your Skills, Unlock Your Potential

We are a community of solvers combining human ingenuity, experience and technology innovation to deliver sustained outcomes and build trust.

We are Senior Technology and Digital leads, experienced in scoping, and delivering large transformation programmes, in leading senior partners in complex matrix environments.

About PwC Technology Consulting

At PwC, we recognise the opportunities that can be achieved when we embrace what technology has to offer. Our Technology Consulting team are dedicated to leveraging technology in order to solve complex business problems for our clients. We work with Ireland's largest organisations across a wide range of industries including financial services, healthcare industry and the public sector. With PwC, you will get the opportunity to work with clients along the entire technology lifecycle, from developing IT strategy through to system implementation.

*Purpose-led work you'll be part of *

As a Manager, you'll work as part of a team of solutions-driven and problem-solving individuals, apply your technology experience and stakeholder management, to drive forward projects and programmes from strategy to execution. Responsibilities also include:

• Oversee end-to-end delivery of technology services, ensuring projects are completed on time and within budget.
• Manage day-to-day client interactions and serve as the primary point of contact for service-related matters.
• Collaborate with cross-functional teams to design and implement service delivery strategies that align with business goals.
• Monitor and report on service delivery metrics, proactively addressing issues that could impede performance.
• Conduct regular service reviews with clients to assess satisfaction and gather feedback for continuous improvement.
• Develop and maintain strong client relationships, ensuring high levels of service and retention.
• Lead a team of service delivery professionals, providing coaching and development opportunities to enhance skills and knowledge.
• Ensure adherence to compliance standards and industry regulations throughout service delivery processes.

Your Profile

• Solid understanding of technology service management principles and practices across one or more of SAP, Oracle, Workday, Microsoft and/or Salesforce
• Strong leadership skills with a proven track record of managing teams and projects.
• Excellent communication and interpersonal skills to manage client relationships effectively.
• Proficient in project management methodologies and tools.
• Ability to analyze data and derive insights for performance improvement.
• Experience with ITIL frameworks and service management software.

*Unlock your potential with PwC Ireland *

We believe that challenges are better solved together We're inspiring and empowering our people to change the world. Powered by the latest technology, you'll be a part of amazing teams
 

encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous development and encouragement, will help unlock your potential and take your career to the next level.

*Enjoy PwC's perks *

We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive employee benefits and flexibility programs that will help you
 

thrive in work and life. Learn more about us at . (

).

*Being appreciated for being you *

Our most valuable asset is our people and we grow stronger as we learn from one another. We are an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.  We believe this so much that we have signed up for the
 

Business in the Community Elevate Pledge

.
 

(

)

You can learn more about our culture of belonging and explore our range of inclusive programmes, initiatives, employee resource groups and more at
 

.

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply, we'd love to hear from you

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please
 

email us

at for more information.

Required Skills

Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Analytical Reasoning, Analytical Thinking, Application Software, Business Data Analytics, Business Management, Business Technology, Business Transformation, Coaching and Feedback, Communication, Creativity, Documentation Development, Embracing Change, Emotional Regulation, Empathy, Implementation Research, Implementation Support, Implementing Technology, Inclusion, Intellectual Curiosity, Learning Agility, Optimism, Performance Assessment {+ 21 more}

Desired Languages
(If blank, desired languages not specified)

Travel Requirements
Up to 20%

Available for Work Visa Sponsorship?
Yes

Government Clearance Required?
No

Job Posting End Date

OUR COMPANY:
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world's largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:
As a
Service Delivery Manager
, you will be responsible for ensuring the successful execution of IT service delivery, including IT Asset Management and Service Desk services. You will provide a single point of accountability for service performance, ensuring alignment with SLAs, KPIs, and customer contracts. You will work closely with internal teams and external stakeholders to ensure that services are delivered efficiently, customer expectations are met, and continuous improvement strategies are implemented.

KEY RESPONSIBILITIES:

• Service Performance Management: Oversee the day-to-day delivery of IT services, ensuring compliance with SLAs, KPIs, and contractual obligations.
• Customer Relationship Management: Act as the primary point of contact for customer inquiries, escalations, and service updates, ensuring high levels of client satisfaction.
• Problem Resolution: Manage and coordinate problem resolution efforts, ensuring timely escalation and resolution of service-related issues.
• Service Level Agreement (SLA) Reporting: Communicate SLA performance, provide monthly service performance reports, and lead regular customer review meetings.
• Change Management: Own and manage the Change Control process, ensuring all modifications to services enhance value and capture additional revenue opportunities.
• Service Governance & Reporting: Report service performance to internal leadership and clients on a weekly, monthly, and quarterly basis, in line with governance requirements.
• Strategic Development: Develop strategies to exceed client expectations, proactively identifying areas for continuous service improvement.
• Process Improvement: Identify and implement efficiency enhancements to optimize service delivery operations.
• Stakeholder Engagement: Build and maintain strong long-term relationships with key stakeholders, ensuring alignment with customer and business objectives.
• Technical Oversight: Ensure technical competencies of service teams are maintained, mentoring and developing team members as needed.
• People & Resource Management: Lead and mentor a team of service delivery professionals, ensuring resource allocation aligns with service demands.

ESSENTIAL CRITERIA:

• 8+ years of experience in service delivery management within the IT/Technology industry.
• Proven ability to lead service reviews, manage SLAs, and ensure service excellence.
• Strong stakeholder management skills, with experience liaising with senior leaders and customers.
• Excellent communication, negotiation, and decision-making skills, with the ability to balance competing priorities.
• Experience managing technical service teams, ensuring skills development and operational efficiency.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and IT service management tools.
• Strong analytical and problem-solving skills, with a proactive approach to issue resolution.
• Ability to work effectively in a fast-paced, global team environment.
• Experience in operational management of managed services and outsource contracts.
• Professional proficiency in English.

DESIRABLE CRITERIA:

• Bachelor's degree or equivalent experience.
• ITIL certification or experience working within ITIL service management frameworks.
• Experience implementing automation and process improvements to enhance service efficiency.
• Strong leadership skills with the ability to motivate and develop teams.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.