10 Services Management jobs in Ireland

Sr Principal PD Project Management Specialist - Cardiac Ablation Solutions

Galway, Connacht Medtronic

Posted 4 days ago

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At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
**A Day in the Life**
**Medtronic**
At Medtronic, we value what makes you unique. Be part of a company that thinks differently to solve problems, make progress, and deliver meaningful innovations.
**Our Purpose**
Medtronic's Cardiac Ablation Solutions division is searching for a Sr Principal PD Project Management Specialist to join our Product Development team working on new catheter designs.
Cardiac Ablation Solutions is developing next generation medical technologies that treat patients with abnormal heart rhythms. Our technologies save lives and improves the quality of living for millions of patients across the world by advancing innovation for the diagnosis and ablation of cardiac arrhythmias and enabling clinicians to perform procedures with superior outcomes.
As a Project Management Specialist, you will be responsible for coordinating and supporting a range of new product development activities on large, moderately complex projects. You will work independently to implement strategic goals and establish operational plans, and coordinate with Project Management, R&D, Quality, Operations, Regulatory, and other functions to deliver products to our customers. 
**_Come for a job, stay for a career!_**
**A Day in The Life Of:**
Responsibilities may include the following and other duties may be assigned.
+ Be a recognized expert in your role, manage large projects or processes. Provides guidance, coaching and training to other employees within the job area.
+ Support PMO specific initiatives within CAS and collaborate across other OUs on specific activities (e.g. Peer reviews, training or review/update of harmonized procedures).
+ Communicate organizational capacity constraints, program risks, issues and decisions to core team leader, cross functional core team members and key stakeholders.
+ Develops and executes project plans, including schedules, budgets, and resources.
+ Ensures adherence to design control requirements.
+ Defines and negotiates project resource requirements.
+ Manages project budgets and oversees capital expenditures.
+ Monitors the project from initiation through delivery.
+ Develops risk mitigation plans.
+ Develops mechanisms for monitoring project progress.
+ Travels up to 10% of the time.
**Key Skills & Experience**
**Must Have: Minimum Requirements**
+ Requires a Level 8 Degree and minimum of 10 years of relevant experience, or advanced degree with a minimum of 8 years of relevant experience.
**Nice to Have**
+ Experience with ablation products and therapies (e.g., catheters, generators)
+ Strong understanding of medical device regulations (e.g., IEC 60601, IEC 62304, ISO 14971, ISO 13485)
+ Experience with Microsoft Project and ProChain scheduling methodologies
+ Skilled in organizing work for unstructured problems or execution tasks
+ Broad engineering knowledge across product development functions
+ Ability to effectively interface and communicate with employees at all organizational levels
+ Strength in working with cross-functional teams across facilities to solve problems
+ Ability to work independently and take the initiative on tasks
+ Exceptional influencing and interpersonal skills, negotiating, managing change, resolving conflict
+ Master's degree in Engineering and/or scientific discipline, or MBA
+ PMP certification
+ Lean/Six Sigma certification
**Medtronic offer a competitive salary and flexible Benefits Package**
**Physical Job Requirements**
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 
**Benefits & Compensation**
**Medtronic offers a competitive Salary and flexible Benefits Package**
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
**About Medtronic**
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 95,000+ passionate people.
We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here ( lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 95,000+ passionate people.
We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
**We change lives** . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That's who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives.
**We build extraordinary solutions as one team** . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.
**This life-changing career is yours to engineer** . By bringing your ambitious ideas, unique perspective and contributions, you will.
+ **Build** a better future, amplifying your impact on the causes that matter to you and the world
+ **Grow** a career reflective of your passion and abilities
+ **Connect** to a dynamic and inclusive culture that welcomes the challenge of life-long learning
These commitments set our team apart from the rest:
**Experiences that put people first** . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.
**Life-transforming technologies** . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.
**Better outcomes for our world** . Here, it's about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.
**Insight-driven care** . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.
This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here ( .
For updates on job applications, please go to the candidate login page and sign in to check your application status.
If you need assistance completing your application please email
To request removal of your personal information from our systems please email
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Service Delivery Director

Dublin, Leinster Innovate Skillsource

Posted 7 days ago

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About the Role

Our client is undertaking a significant multi-year transformation programme to modernise supply chain capabilities and strengthen its digital core. This includes upgrading the ERP platform to SAP S/4 and building a new national greenfield distribution facility.

The Service Delivery Director will play a critical leadership role in ensuring the smooth transition of technology services from programme delivery into business-as-usual operations. Acting as the primary liaison between programme teams and Technology Operations, this individual will oversee handover processes, governance, and service excellence, ensuring that solutions are embedded effectively into the organisation.

Beyond the programme, the Service Delivery Director will lead the design and maturity of a global Service Delivery function, covering people, processes, and technology. This role requires strong experience across IT domains including infrastructure, security, architecture, and applications as well as the ability to lead cross-functional teams and partner ecosystems.

Key Responsibilities
  • Oversee the end-to-end service handover process across multiple technology partners, ensuring adherence to timelines and service quality.

  • Develop and implement a strategic vision for service delivery aligned with long-term organisational objectives.

  • Design and embed a service delivery framework, incorporating best practices, methodologies, and consistent processes.

  • Build strong relationships with internal teams, external providers, and senior stakeholders to ensure effective collaboration.

  • Drive continuous improvement by analysing performance data, identifying enhancements, and leveraging innovation in methodologies and tooling.

  • Lead, develop, and mentor the service delivery team, fostering a culture of excellence and accountability.

  • Establish governance structures to support service management (including Agile, DevOps, and ITIL practices).

  • Manage incident, problem, and change management processes for technology services.

  • Oversee software delivery governance, release management, and communication of release schedules.

  • Define and track key performance indicators (KPIs) and service level agreements (SLAs), presenting performance and improvement plans to stakeholders.

  • Ensure risks are identified, managed, and mitigated, with compliance to industry standards and regulatory requirements.

Key Skills & Competencies
  • Strategic Vision & Planning Ability to define and implement a long-term service delivery strategy.

  • Stakeholder Engagement Strong communication and influencing skills across business and technical audiences.

  • Leadership Experienced in building, leading, and developing high-performing teams.

  • Continuous Improvement Skilled in embedding innovation and process optimisation.

  • Risk & Compliance Knowledge of risk management frameworks and adherence to industry standards.

  • Performance Management Proficiency in defining, monitoring, and reporting on KPIs and SLAs.

  • Customer Orientation Proactive and service-focused approach to technology delivery.

  • Analytical Skills Strong data analysis and problem-solving capabilities.

  • Adaptability Ability to work effectively under pressure and in fast-changing environments.

  • Financial Acumen Experience managing budgets and service delivery costs effectively.

Qualifications & Experience
  • Bachelors degree in Computer Science, IT, Engineering, or related field.

  • 10+ years of experience in Service Delivery Management , ideally supporting large-scale ERP programmes.

  • Strong knowledge of SAP environments, including transport management, release cycles, and landscape strategies.

  • Familiarity with ServiceNow or equivalent service management platforms.

  • Proven experience in service delivery frameworks (ITIL, change management, release governance).

  • Experience with automation tools for deployment and release management.

  • Knowledge of CI/CD pipelines and associated automation tooling.

  • Hands-on experience across multi-tier environments, with exposure to SAP S/4, SAP Rise, and Azure .

  • Strong track record in vendor and stakeholder management.

  • Demonstrated success in leading continuous improvement initiatives.

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Service Delivery Manager (Urban)

Dublin, Leinster Swarco

Posted 1 day ago

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About SWARCO Ireland We're enhancing journeys across the island through intelligent transport systems. As part of the global SWARCO Group, our work contributes to a worldwide network of smart mobility solutions including innovative traffic management; making a real difference here. Join our passionate, collaborative team, valuing innovation, continuous improvement, and your professional growth in a supportive environment. SWARCO The Better Way. Every Day. What you will do We do have a vacancy for a Service Delivery Manager (Urban Team) working to ensure all service and maintenance activities are carried out in accordance with the relevant maintenance contracts. Supporting the CCTV Installs / maintenance teams across all their Inspections, faults, installations, commissioning, and any chargeable work is completed with safety in mind. You will also: Ensuring commercial contracts and arrangements are reviewed, risk assessed and adhere to all company technical and safety requirements. Managing the team of Delivery Managers and Senior Technicians ensuring the key tasks described below are met. Double-checking that all work is only conducted once there is an agreed form of written contract in place between the company and the customer. Cooperating with other team members to ensure all operations and work are completed - meet company, statutory and contractual requirements. What we are looking for Demonstrate experience with Installations & Maintenance (Electrical). Project Management qualification Experience in a Supervisory/Management role is essential Strong communication skills including written, verbal, also report writing and presentations to the Senior Leadership teams. What we offer As well as providing a competitive salary and benefits package, SWARCO actively runs employee opinion surveys as part of our drive to provide a comfortable and supportive working environment. We will support your development, and you will also receive: Company Car + Mobile Phone 25 days holiday rising to 28 days excluding bank holidays, plus the option to holiday. Generous employer pension contributions Employee Assistance Programme Employee discounts portal Perkbox Life assurance Interested? Please apply by clicking on the link below and share your details. Applications are shortlisted on a rolling basis, and we reserve the right to interview and appoint before any advertised closing date. We, therefore, encourage you to apply at the earliest opportunity to avoid disappointment. Applications received after the closing date will not be processed. We have a responsibility to ensure that all employees are eligible to live and work in the UK, therefore successful candidates must have the right to work in the UK by the start of their employment. We are an equal opportunities employer. Skills: Supervisory Skills Project Management Electrical Installation Communication (Verbal And Written) Contract Negotiations CCTV Operations Management Benefits: Pension Company Vehicle Mobile Phone Birthday Annual Leave Employee Discount
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Service Delivery / Change analyst

Dublin, Leinster SRG Ireland

Posted today

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Business Systems Analyst / Service Delivery Analyst We are seeking a motivated Computer Science or Business Information Systems graduate with at least 3-4 years' experience working in a commercial enterprise, in a mix of IT Applications Support (ERP or Fintech software) and IT Business Analysis with a background in the Financial Services or Fintech sector. Any experience of the Insurance Industry - Life Assurance, General Insurance, Pensions Administration/ Pensions Industry is highly advantageous. Please note that experience in Fintech / Financial Services or Software Applications Support / Service Management is essential for this vacancy. Working for an established but expanding 150+ employee subsidiary of a major Financial Services Organisation, you will have the opportunity to develop your career along the Business Analysis, Product Management, Service Delivery, Change management or Applications Delivery career path in the longer term. Your role will focus on Business Analysis and Software Applications service management, working with a core external Software Vendor and will include areas such as: Liaising with customers to actively drive out customer requirements Providing industry expertise to internal clients and project delivery teams Conducting workshops and system demonstrations Creating and maintaining user stories / functional specifications Peer reviews of specifications Conducting specification walk-throughs with project delivery teams Vendor Management of core Fintech Workflow Application Provide support & input into Applications support and service delivery Assisting with client and project delivery team training Triage and resolution of defects during User Acceptance Testing Application support to production team users - core insurance Administration & Reporting system Support for other business users - finance, actuarial, product development, SQA Service management of change requests through full software development lifecycle To be considered suitable, you will need to have the following experience / profile: Degree in IT, Computer Science or related Business / Technology qualifications At least 3 years commercial experience in the Financial Services, Fintech or Software Applications service delivery area A mix of experience across Analysis, Change request / service management, Software Applications Support, Software Release management & vendor engagement and core IT Business Analysis skills. Agile, Jira, Software Applications, Visio, Excel Any prior work experience in the Insurance Industry is beneficial You must also be willing to work in a hybrid environment (2 days / week in Dublin office) Salary = €55-60K + bonus + benefits. 12 months Fixed Term Contract - with completion bonus of 10% - attractive employer. Please note that EU/EEA/UK citizens or current, valid full working visa holders in Ireland only need apply. No sponsorship considered. No Stamp 1G, apart from Spousal visa holders, as the role has a likelihood to convert to a permanent position. Please also note that you must be based within a reasonable commute of Dublin City Centre office location, to attend office 2 days per week. Other terms: IT Business Analyst, Business Support Analyst, IT Business Support Analyst, IT Business Systems Analyst, Applications Support Analyst, Software Service Delivery Specialist, Service delivery analyst, Change analyst, Change requests, release management, enterprise software applications delivery management, Production Support Analyst, Production support, Software Support, Applications Support, Application Service management, software service management, Insurance, Banking, Fintech, fin tech, financial technology, financial software, enterprise software applications, Agile, BI, Jira, ERP, SAP, CRM, SQL. Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy. Skills: IT Business Analyst Business Support Analyst IT Business Support Analyst IT Business Systems Analyst Applications Support Analyst Software Service Delivery Specialist Service delivery analyst Benefits: + excellent benefits
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Junior Service Delivery Manager

Cork, Munster Clearstream Fund Centre S.A., Cork Branch

Posted today

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Build the future of financial markets. Build yours. Ready to make a real impact in the financial industry? At Deutsche Brse Group, we'll empower you to grow your career in a supportive and inclusive environment. With our unique business model, driven by 15,000 colleagues around the globe, we actively shape the future of financial markets. Join our One Global Team! Who we are Deutsche Brse Group is one of the world's leading exchange organisations and an innovative market infrastructure provider. With our products and services, we ensure that capital markets are fair, transparent, reliable, and stable. Together, we develop state-of-the-art IT solutions and offer our IT systems all over the world. Within the Deutsche Brse Group, Clearstream is an international central securities depository (ICSD). It provides post-trade infrastructure and securities services for the international market and 59 domestic markets worldwide, with customers in 110 countries. Cork Your career at Deutsche Brse Group Your Area of Work The Service Delivery Manager is accountable for the day to day delivery of services to our clients. They will monitor on a weekly basis all cases requests coming from Clients; they will act on a daily basis as the single point of contact for service-related queries where prioritisation and/or escalations, outside of the normal day to day transaction level of interactions, are happening. The SDM is responsible for ensuring all cases are being managed according to the service level agreement and provide the Production team and other internal teams with the relevant guidance and support to manage potential delays in our client escalations. They are responsible for building a relationship of trust with our clients. Your Responsibilities Monitor and manage all assigned client queues ensuring service level agreement adherence Provide daily, weekly and monthly rhythm of business with assigned clients Provide clients with golden source metrics usage data for monthly and quarterly service reviews Manage all clients' escalations and incidents to full recovery and provide regular update communication Monitor and coordinate Clients' Incident Reports completion till final submission and ensure respect of SLA for delivery Own agreed service improvement plans and reporting Own Clients' projects including big or small events and onboarding/offboarding projects Provide and/or Organize training and support to clients to ensure adherence to Kneip process and procedures Participate to all assigned training Act and work in compliance with all internal rules and policies Key interlocutors Kneip clients: first point of contact for service request outside BAU and requiring prioritisation and/or escalation Account Management Team: to be aligned and ensure a proper follow-up of our clients Client Service team Managers: key contact in order to solve the client's query Product Owner: key contact in order to solve the client's query IT Engineering: key contact in order to solve the client's query Your Profile At least a first experience working in a similar role and services provider Fluency in English and/or French - German would be considered as an asset Communication skills Problem solving oriented Teamwork Relationship management Challenge management Project management
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Client Operations & Service Delivery Manager

Dublin, Leinster Osborne Recruitment

Posted 9 days ago

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Job Title: Contractor - Client Operations & Service Delivery Manager (Operations, Support & Sprint Management) Location: Remote within Ireland (occasional Dublin office days) Type: Contract About Us We provide advanced SaaS solutions for the utilities and telecoms sectors, built on our Fusion platform. Fusion enables multi-channel sales, client delivery management, and high-quality customer experiences. We pride ourselves on delivering projects on time, managing client support with care, and continuously improving our platform. Were looking for a Client Operations & Service Delivery Manager to take ownership of our client delivery workflows, client support function, and sprint management for our Client Services team. This is a strategic role that ensures our clients receive exceptional delivery and ongoing service. The Role You will oversee three interconnected areas: Client Delivery Operations Managing end-to-end delivery processes, ensuring all client commitments are met and SLAs achieved. Support Function Management Overseeing the client support process through Jira Service Desk, driving resolution times, and ensuring escalation management. Sprint Management Leading the Client Services teams agile sprints in Jira, ensuring planned work is delivered on time and aligned to client priorities. Day-to-day support tickets will be handled by our frontline agents. Your role will remain strategic and coordination-focused, but youll be the point of escalation and process improvement leader. Key Responsibilities Client Delivery Operations Own the client delivery process for projects and change requests (CRs) in Fusion. Coordinate with Sales, Product, and Technical teams to ensure seamless handovers and execution. Track and report on delivery KPIs, SLAs, and milestone progress. Identify bottlenecks and implement process improvements. Support Management Oversee the support queue in Jira Service Desk, ensuring prioritisation and resolution targets are met. Act as the escalation point for critical or complex support cases. Analyse support trends to identify recurring issues and collaborate with Product to address them. Report on key support metrics (response times, resolution times, client satisfaction). Sprint Management Lead sprint planning, backlog refinement, and retrospectives for the Client Services team. Use Jira to track tasks, monitor progress, and remove blockers. Ensure change requests and client delivery tasks are correctly prioritised. Collaborate with stakeholders to balance sprint capacity with urgent client needs. Key Skills & Experience Proven experience in operations, service delivery, or support management within a SaaS or tech-driven environment. Strong organisational skills with the ability to manage multiple streams of work. Excellent stakeholder management skills, able to work with clients, internal teams, and executives. Experience with Jira (Software & Service Desk) and Confluence. Solid understanding of agile methodologies and sprint delivery. Confident in analysing data to make informed, process-driven decisions. Able to balance strategic oversight with a willingness to step in when needed. Nice to Have Familiarity with the utilities or telecoms sector. Understanding of the Fusion platform or similar sales/delivery platforms. Experience managing distributed teams. Why Join Us? Work on a market-leading platform used by high-profile clients. A role with significant influence over client satisfaction and operational efficiency. Collaborative, innovative culture with opportunities to shape processes and delivery methods. Tools that work for you: Jira, Confluence, and the Fusion platform. To be considered for this position apply today or call Vishnu Singh on . If you are interested in finding out more about the above role and would like to be considered for this or other suitable roles that we may have available for your skill set please attach your CV via the link provided. Please submit your updated CV in Word Format. If you are living in Ireland and hold a VALID WORK PERMIT, we would love to hear from you, if however, you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search. Osborne are proud to be an Equal Opportunity Employer #INDOSB1 #INDSINGH
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System Development Manager - Incident Management, Central Technical Operations Services (CTOS)

Dublin, Leinster Amazon

Posted 27 days ago

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Description
Amazon Central Technical Operations Services (CTOS) maintains high availability for the Amazon Retail Website and is the team that provides the first line of incident response to protect it. We make customer impacting events shorter, less frequent, severe, and impactful by providing large scale incident and response management. The Amazon Retail Website has hundreds of millions of customers globally who can be impacted by these types of incidents; the work we do to mitigate them helps real people at a tremendous scale. The CTOS team is front-and-center in driving down event duration by utilizing their deep technical expertise, operational experience, knowledge of best practices, and effective usage of incident management tools.
This position will be part of a globally distributed team of 45+ professionals across Seattle, Austin, Dublin, and Sydney providing around the clock coverage. As a System Development Manager for the Dublin site, you will manage the regional team consisting of 14 engineers. You will lead the day-to-day delivery and execution of the Incident Management function and lead System Development tooling to improve service delivery and protect availability of the Retail website and internal corporate environments. It is a complex and constantly changing space, operating across dozens of countries, consisting of thousands of cloud-based services, built and maintained by tens of thousands of engineers, and serving hundreds of millions of customers. When it experiences major issues, your team will respond within minutes to ensure the best course of action is taken and impacts are minimized. This experience will expose you to everything Amazon has to offer, providing opportunity to interact with and influence leaders from across the Stores and Corporate businesses. We are an agile team with significant impact. If you can think big and want to be a part of a fast-moving team breaking new ground at Amazon.com, and you meet the qualifications below, we would like to speak with you!
Basic Qualifications
- Bachelor degree or higher in Computer Science or related field.
- 8+ years of software development experience.
- Experience of having worked in at least one modern object-oriented programming language such as Java or C++.
- Proven track record of shipping large complex scalable systems/applications in an agile environment.
- Experience with professional software engineering best practices such as Agile project management, coding standards, code reviews, source control management, build processes, testing, and operations
Preferred Qualifications
- Strong analytic and problem solving skills.
- Strong leadership, project planning, communication and execution skills
- Ability to handle multiple competing priorities in a fast-paced environment.
- Ability to communicate clearly with technical and non-technical stakeholders at all levels
- Confidence to drive and manage large conference calls
- Understanding of routing protocols to help facilitate troubleshooting and remediation of networking issues
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Strong analytic and problem solving skills.
- Experience with large scale distributed systems.
- Experience of building solutions using AWS technologies.
- Experience with distributed services oriented architectures
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit US Disability Accommodations.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( ) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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Technical Service Desk Delivery Manager

Dublin, Leinster Evad Technology Group

Posted 9 days ago

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A Technical Service Desk Delivery Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques. On a day-to-day basis, a Service Delivery Manager will lead collaborative and planning processes, prioritising the work that needs to be done against the capacity and capability of the team. Job Details Company: EVAD Technology Group Limited Location: Head office at Unit 3, Robinhood Road, Dublin 22, and customer sites in Dublin and surrounding counties Start Date: asap Contract Type: Full-time Career Level: Preferably 10+ years of experience Salary: To be confirmed based on experience Working Hours: 8:45 am - 5:30 pm, Monday to Friday (you may also be required to cover shifts 8am-4.45pm or 9.15am-6pm) Duties & Responsibilities: Reporting to the Chief Technical Officer (CTO) and Managing Director (MD), you will oversee your business unit, manage your team, and mentor your engineers. Training and Upskilling: Enhance the skills of the engineering department and provide expertise when needed. Team Development: Mentor and develop the growing engineering team. Resource Controllers: Guide and mentor Resource Controllers, implement daily structures, and assist with escalations. Business Growth: Ensure the delivery and growth of the business units margin. Revenue Maximization: Maximize revenue and profitability per employee through effective KPI management. Commercial Awareness: Increase the teams understanding of SLA obligations and commercial awareness. Pricing and SLA Review: Continuously review pricing and SLAs, and drive recommendations. Escalation Support: Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues. Documentation Implementation: Oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas. Feedback to Directors: Provide regular feedback to Directors through file audits, one-on-one observations, and team meetings. Team Climate: Foster a positive climate and culture for the team to thrive. Leadership: Lead by example, promoting a culture of learning and high customer service standards. Service Levels and KPIs: Ensure the delivery of contracted Service Levels and KPIs. Client Response Framework: Provide a framework for swift and effective client responses. Relationship Building: Develop strong internal and external relationships. Business Ownership: Manage the business unit as if it were your own standalone business. Client Relationships: Build and maintain proactive, positive, and effective client relationships. Escalation Management: Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations. Pre-Sales Responsibilities: Sales Support: Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead. Client Engagement: Engage with potential clients to understand their needs and present tailored IT solutions. Solution Design: Collaborate with technical teams to design and propose solutions that meet client requirements. Proposal Development: Prepare detailed proposals, including cost estimates, timelines, and technical specifications. Presentations and Demos: Conduct product demonstrations and presentations to showcase the value of proposed solutions. RFP/RFI Responses: Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients. Technical Support: Provide technical support during the sales process to address client queries and concerns. Essential Qualifications, Training, and Experience: People Management: Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams. MSP Industry: Must currently be working in the Managed Service Provider (MSP) industry. Client/Account Management: Essential experience in client or account management, preferably within the IT industry. Operational Management: Over 10 years of experience in managing operational roles. Performance Management: Proven experience in managing performance. Project Coordination: Experience in coordinating, implementing, and monitoring projects and processes. Improvement Activities: Experience in identifying, assessing, and developing activities to drive improvements. Flexibility and Adaptability: Demonstrates the ability to be flexible, adaptable, and tolerant in a dynamic work environment while maintaining effectiveness and efficiency. Our ideal candidate: Decision Making and Communication: Exhibits strong decision-making abilities and excellent communication skills. Adaptability: Easily transitions between structured, process-oriented thinking and unstructured problem-solving. Relationship Building: Builds strong relationships and has the ability to influence others. Leadership and Coaching: Demonstrates strong leadership and coaching skills, empowering team members. Target Focused: Focused on managing and achieving SLA targets. Planning and Organizing: Possesses excellent planning and organizational skills. Motivation: Highly motivated and driven. Confidentiality: Capable of managing sensitive and confidential information effectively Skills: Sales Support Client Engagement Solution Design Technical Support MSP Industry RFP/RFI Responses
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Employee Success Advisor - HR Operations & Knowledge Management

Dublin, Leinster Reed Global

Posted 9 days ago

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Our Client is a leading global organisation with a well established Dublin operation. As part of their HR support team we are seeking a generalist, comfortable with HR policy, who will join a team providing Tier 1 support to their employees. The Role: Deliver exceptional customer support to employees and managers through our Salesforce-powered Concierge portal and social support channels. Own and evolve the knowledge content ecosystem - identify gaps, write and update articles, and ensure high-quality, searchable, and accessible content that improves self-service rates and drives T0 optimization. Act as a case deflection champion - using insights and AI-driven recommendations to continuously improve knowledge effectiveness and reduce case volumes. Support ongoing projects to enhance case handling efficiency, service catalog design, and integration of AI tools that optimize routing, auto-responses, and classification. Analyze support trends and collaborate with global teams to enhance knowledge workflows and shift volume left (T1 to T0). Serve as a subject matter expert in core HR processes including time off, benefits, employee data changes, and Workday transactions. Maintain a high standard of data accuracy and process integrity while navigating confidential and sensitive employee scenarios. Participate in User Acceptance Testing (UAT) for knowledge, case management, and Workday enhancements. Collaborate cross-functionally to support HR programs, content audits, process improvement initiatives, and adoption of scalable support models. Leverage case management metrics and SLA insights to drive service excellence, reduce friction, and enhance user experience. Candidate Requirements Bachelor's degree required 3-4 years of experience in HR operations, content management, or employee support within a shared services or centralized environment Strong writing skills with experience in creating or maintaining knowledge base articles, FAQs, and how-to content Demonstrated understanding of case deflection principles, content optimization, and agent enablement strategies Proficiency in case management and HR systems (Salesforce Service Cloud, Workday HCM, or similar) Analytical mindset with ability to interpret data trends and translate them into improvement opportunities High attention to detail with a structured and organized approach to process delivery Excellent communication and interpersonal skills with a customer-first mindset Comfortable working in fast-paced, global environments with shifting priorities Experience participating in system/process testing and change management efforts Familiarity with AI-powered support models, conversational bots, or virtual agents is a plus Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided. Skills: HR HR policy HR administration Human resources workday SAP Benefits: Work From Home
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Employee Success Advisor - HR Operations & Knowledge Management

Dublin, Leinster Reed Global

Posted 9 days ago

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Job Description

Job Title: Employee Success Advisor - HR Operations & Knowledge Management Location: Dublin, Ireland Level: Tier 1 HR Policy Support About the Role We are looking for a passionate and proactive Employee Success Advisor to join our HR Operations & Knowledge Management team in Dublin. This is a Tier 1 level role, focused on delivering high-quality, policy-aligned support to employees and managers across the EMEA region. This role blends HR service delivery, knowledge content management, and customer-first support. You'll play a key role in enhancing the employee experience through accurate case handling, content-driven self-service, and continuous improvement initiatives. Key Responsibilities Provide first-line HR policy support to employees and managers Deliver exceptional customer service, ensuring timely, accurate, and empathetic responses to HR queries. Maintain and improve the knowledge content ecosystem by identifying gaps, writing/updating articles, and ensuring content is accessible and effective. Champion case deflection by using insights and AI tools to improve self-service and reduce case volumes. Support projects that enhance case handling, service catalog design, and AI-driven support tools. Analyze support trends and collaborate globally to improve workflows and shift volume from Tier 1 to Tier 0. Act as a subject matter expert in core HR processes such as time off, benefits, employee data changes, and Workday transactions. Ensure data accuracy and confidentiality in all employee interactions. Participate in User Acceptance Testing (UAT) for system and process enhancements. Collaborate cross-functionally on content audits, process improvements, and scalable support initiatives. Use case metrics and SLA data to drive service excellence and improve user experience. Required Skills & Experience Bachelor's degree required. 3-4 years of experience in HR operations, shared services, or content management. Strong writing skills with experience creating or maintaining knowledge base content. Understanding of case deflection, content optimization, and agent enablement strategies. Proficiency in Workday HCM, or similar HR systems. Analytical mindset with the ability to interpret data and identify improvement opportunities. High attention to detail and a structured approach to process delivery. Excellent communication and interpersonal skills with a customer-first mindset. Comfortable working in a fast-paced, global environment. Experience with AI-powered support models, bots, or virtual agents is a plus. Language skills in German or French are a plus, but not required. Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided. Skills: Policy Support HR Systems Proficiency Case Deflection & AI Tools
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