Junior IT Service Delivery Manager

Up to EUR0.00 per annum
18 Sep 2019
25 Sep 2019
Darryl Canning
Job Type
We are currently working towards a change of ownership, and as a result we require an experienced service delivery manager to join the business. The change in ownership will lead to a new strategic focus and set of priorities for the organization. The ambition is to transform into a vehicle for cross border consolidation of other life insurance portfolios and entities. The business is expected to go through a substantial growth phase over the next few years. This transformation will impact the way of working which needs to be managed in line with tactical and strategic plans.

We have a substantial portfolio of unit linked guaranteed investment business. We are licensed and authorized by the Central Bank of Ireland. We currently have 68 staff with strong ambitions to grow and evolve.

Working Environment

We need to become a fully operational standalone Life Insurance company with no reliance on our previous owners. The extraction from the previous ownership means migrating most of our current systems and setting up new solutions to operate our business. The target is to go "infrastructure less", with as many systems moved to either cloud based or SaaS solution.

Reporting to the Head of IT, the Service Delivery Manager will be responsible for delivery of all IT support services to us and will oversee several key functions that enable the delivery of a high quality service to end users, by ensuring Service Support and Service Delivery processes are in place to meet customer needs. This position requires to establish and manage expectations and drive the Support team to achieve those expectations to a high standard.

Main activities

*Setup and Create the Service Delivery Management function and processes

*Maintain high performing service support functions including Service Desk and Application Support
*Ensure IT services delivered by our suppliers are delivered within Service Level Agreements (SLA's) and perform Supplier oversight
*Owner of the incident (minor and major), request, change, release and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
*Drive the resolution of minor and major incidents by ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
*Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
*Drive customer service review meetings covering performance, service improvements, quality and processes through a metric driven agenda
*Work closely with Project Managers, Enterprise Architect, Business Stakeholder to ensure projects are transitioned smoothly into Production
*Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
*Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
*Provide regular and accurate management reporting on IT Service performance
*Manage and perform day to day IT Services activities

Skills and Expertise
-ITIL Qualified
-Previous experience as a Team Lead or demonstrable experience in leading virtual teams (5 Years minimum)
-Excellent leadership and people management skills
-Excellent written and verbal communication skills
-Excellent customer facing/customer service skills and managing customer expectations
-Able to work under pressure and meet deadlines
-Excellent organizational skills
-Self-motivation and able to take responsibility
-Able to manage and prioritize and tasks and time efficiently
-Able to demonstrate initiative and a proactive approach to daily tasks
-Experienced in working closely with project teams for service design, service transition and service acceptance

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