Service Delivery Manager


JOB TITLE                                               
Gateway & Service Delivery Manager  
Dublin, Ireland
REPORTS TO        


  • Responsible for analysis, design and implementation of core service management processes.
  • Manage smooth deployment of the processes across all physical locations and operating companies.
  • Liaison with customer during deployment and ongoing process management.
  • Resolve conflicts/escalations with service providers / business and 3rd party vendors.
  • Act as a SPOC for all Service Management issues in the physical location affected.
  • Identify and drive service / process improvements.
  • Responsible for process governance in all physical locations (process review and reporting).
  • Measuring, recording, analyzing and improving customer satisfaction.

Drive continual service improvements across all processes.


  • Accountable for all activities associated with engaging and developing the appropriate level of relationship with client and TCS vendors including contract compliance, performance monitoring and vendor meetings and reviews
  • Primary point of contact for vendor complaints, issues and escalations
  • Assist with the development and negotiation of service level agreements and procurement requests
  • Focus on the approval of high risk Changes, Change Investigation, process education, training and enforcement
  • Manage the CAB processes and the Change Control periods
  • oversees Conflict Management, which is largely a manual process using knowledge of areas of potential impact
  • Approve all Emergency, Non Standard – Urgent and Non Standard changes and randomly reviews and approves Standard changes as an audit requirement,
  • Co-ordination of Change Investigation for failed changes
  • Produce monthly reports of Change volumes and failures with break down and analysis
  • manage the production, review and update of the failures to the Working Practise Manuals
  • Manage and distribute the Forward Schedule of Change and ensure all parties receive
  • the maximum period of notice of any downtime
  • Review all implemented RFCs to ensure that objectives have been met and instigate
  • investigation into any failures or back-out implementations
  • Ensure that the Configuration Manager receives timely and correct CI information to
  • keep an accurate CMDB
  • Manage major incidents, coordinating different IT department and suppliers to restore service as

 quickly as possible.

  • Manage communication with Business team and IT stakeholders during Major incident
  • Manage escalation of IT failures to the business and IT management, with a focus on the business impact, flight delays or lost revenue or customer loyalty





• Have a combined experience across the breadth of technologies, systems and roles in IAG Group IT, including Delivery

• Demonstrates technical architecture awareness

• Proficient in project management, particularly in understanding the project life cycle and project planning

• Negotiating and influencing skills

• Ability to identify, assess, make and own judgements based on risk

• To build business understanding  and challenge when required – especially understanding the impact of IT applications and services on the BA business and ‘time to market’ pressures

• To actively maintain own business and technical expertise

• To work pragmatically within the Blueprint and Service Transition processes to meet ITOPS needs



  • PMP /PRINCE 2 Certified - Desirable
  • Commitment to Quality Standards and continuous improvement – Desirable;


With Client

Establish and maintain excellent relationship with customer stakeholders and develop processes to improve efficiency and effectiveness for the client as an on-going basis

With Line Manager / Senior Stakeholders/

Regular contact with Line Manager / Senior Stakeholders to update and appraise on critical business issues and data points

With Offshore Teams

Regular contact required with Offshore teams as and when required to update them on current issues and decisions..

With Peers

Develop positive relationships with other business partners, both internal and external, ensuring best practice advice is shared and maximum efficiency achieved

With Others

Communicate regularly with all functional teams and other parts of the company as required. Sharing information and building positive relationships to help achieve operational metrics and technical excellence within the account.