Service Delivery Manager

The Service Delivery Manager is responsible for end-to-end governance, performance, audit compliance, and continuous improvement of IT service delivery within the Department, including: Helpdesk IT Support, System Administration (M365 & Enterprise Applications), Infrastructure Engineering (On-Premises & Microsoft Azure), and Network Engineering (Corporate & Office Networks). The role ensures services are delivered in alignment with ITIL best practices, regulatory requirements, audit expectations (ISO27001), and business priorities, while also coordinating the execution of cross-functional IT projects and initiatives.

• Establish and enforce ITIL-aligned service management practices (Incident, Problem, Change, Request, Configuration).
• Own end-to-end service performance, ensuring all teams operate within SLAs, OLAs, and KPIs.
• Maintain service governance frameworks, policies, and operational standards.
• Lead regular service review meetings with internal stakeholders.
• Define, standardize, and optimize service delivery processes across the IT Department.
• Drive process maturity and continuous improvement initiatives.
• Coordinate Problem Management and Root Cause Analysis (RCA) activities assigned to the team.
• Own and coordinate audit deliverables across the teams within the department, ensuring completeness, accuracy, and timeliness.
• Ensure all teams maintain audit-ready documentation, including: Process documentation, System configurations, Access controls, Change records, Incident and problem logs.
• Act as the primary liaison for internal and external audits affecting service delivery for the IT Team.
• Track and manage audit findings, remediation actions, and evidence of submission for the IT Team.
• Work with security and risk teams to enforce: Patch and vulnerability management, Identity and access controls, Data protection requirements.
• Coordinate delivery of IT projects and initiatives across the teams, ensuring alignment with operational priorities.
• Ensure smooth transition from project delivery into live service (Service Transition).
• Work with project managers and technical leads to: Track deliverables and dependencies, Mitigate delivery risks, Provide regular status reports on progress and escalate as required to any blockers or issues encountered.
• Ensure high-quality first- and second-line support services.
• Monitor user experience, ticket handling quality, and resolution efficiency.
• Drive improvements in first-contact resolution and user satisfaction.
• Oversee reliability and performance of: Microsoft 365 ecosystem, Enterprise and SaaS applications.
• Ensure proper identity, access, and configuration management.
• Govern operations of: Servers, storage, virtualization platforms, Azure IaaS/PaaS environments.
• Oversee performance and resilience of: Corporate WAN/LAN, Office network infrastructure.
• Deliver executive dashboards and performance reports.
• Lead periodic service reviews with stakeholders.
• Use insights to drive service improvements and strategic decisions.
• Manage third-party vendors and service providers.
• Ensure vendors meet SLAs, KPIs, and contractual obligations.
• Conduct vendor performance reviews and risk assessments.

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience) (required).
• ITIL v3 or v4 certification (preferred).
• 5–10+ years in IT service delivery or IT Operations roles (required).
• Strong knowledge of ITIL (v4 preferred) (required).
• Strong knowledge of Microsoft 365 & Azure (required).
• Strong knowledge of enterprise infrastructure and networking (required).
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) (required).
• Experience managing IT audits, controls, and compliance frameworks (e.g., ISO 27001, SOC2) (required).
• Strong understanding of controls, evidence requirements, and audit processes (required).
• Data-driven with strong KPI, SLA, and reporting capabilities (required).
• Experience in trend analysis and service optimisation (required).
• Strong stakeholder engagement across technical and business audiences (required).
• Experience managing multi-domain IT environments (required).
• Experience managing audit and compliance processes (required).
• Experience with cross-team project coordination (required).

• Opportunities for personal growth and learning.
• An open, inclusive, and supportive team where you will be valued, and your suggestions are always welcome.
• 24 days of paid holiday per year, in addition to local public holidays.
• Life assurance (2× annual salary).
• Private medical insurance.
• €400 annual wellness allowance.
• €80 monthly lunch allowance.
• Team-building opportunities.
• Parking (limited).
• Local discounts and more.