Service Delivery Manager

  • Job Ref: 5523
  • Location: Dublin, Ireland
  • Type: Permanent


An opportunity has opened to join the Information Systems department as an IT Infrastructure & Service Delivery Manager. This role is responsible for the smooth delivery of all aspects of the ICT infrastructure and manages the Service Delivery teams. The role is permanent, full time and reports directly into the Head of Information Systems.


Key Responsibilities:

  • Accountable for delivery of all aspects of ICT infrastructure to users at all locations.
  • Manage the Infrastructure & Service delivery teams within Information Systems department including responsibility for career development & appraisals.
  • Maintain a work programme & resource schedule to co-ordinate Information Systems infrastructure & service delivery related activities.
  • Establish, maintain & report on key KPI & Service Delivery metrics on a regular basis.
  • Define service level agreements (SLAs) with business users & ensure services are delivered to the agreed SLA.
  • Coordinate Information Systems disaster recovery preparedness & testing activities & support business continuity testing.
  • Ensure that policies & procedures are in place and are followed to ensure effective monitoring, control and support of service delivery.
  • Ensure that our infrastructure & applications are up to date & that necessary changes are proactively planned & well managed.
  • Managing key projects & initiatives.
  • Managing 3rd party service providers, establishing SLA & monitoring performance.
  • Preparing business case and budget submissions for technology investments.
  • Engage with audit & regulatory oversight bodies as part of periodic IT & business reviews.


  • A minimum of 15 years’ infrastructure & service delivery experience ideally in a Financial Services Organisation.
  • Relevant 3rd level Degree or Masters
  • Experience in managing on premise, hosted & cloud-based infrastructure


The candidate must demonstrate:

  • Strong technical skills
  • Strong knowledge of ITIL based service management
  • Strong experience in evaluating 3rd party solutions and managing the selection process
  • Strong experience in managing 3rd party solution providers
  • Strong experience in IT project management with a proven track record of playing a key role
  • Experience dealing directly with external audit/regulatory oversight bodies
  • Strong experience in managing & developing staff
  • Excellent verbal & written communication skills
  • Ability to communicate effectively with technical & business stakeholders
  • Strong troubleshooting & problem-solving skills
  • An ability to work under pressure and prioritise workloads and achieve critical deadlines
  • A proven record as a team player
  • The energy, enthusiasm and drive to make it happen

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers