Service Delivery Manager

Ergo IT Recruitment is seeking a Service Delivery Manager for an exciting opportunity with our public-sector client in Dublin. The successful SDM will have previous experience in a Tier 1 MSP role delivering ITSM-aligned services while managing large teams in Enterprise environments.

The role involves leading a high-performance team, managing service delivery strategy across short, mid, and long-term horizons, and overseeing Service Managers, ITSM, SIAM, and vendor teams.

Prior experience supporting public-sector clients in a hands-on Helpdesk environment is a real advantage.

This is a hybrid opportunity with great salary and benefits.

What will you do?

• The role supports the Director of Operations & Delivery, Sales, Account/TAM, PMO, Transitions, Product Manager, Solutions Architect, and other teams.
• It leads all Service Managers, ITIL Process Leads, and Vendor Partner teams globally, overseeing performance management, individual development, and succession planning.
• The position ensures service excellence by collaborating with cross-functional leaders, managing operational and contractual metrics (KPI, OLA, SLA), and driving continual improvement and innovation.
• Key responsibilities include governing major incident and problem management processes, ensuring timely escalations and resolutions, and working with technical teams on tailored client solutions.
• The role involves risk identification, internal audits (ISO, SOC, GDPR), and compliance with best practice frameworks.
• It also drives Lean and Six Sigma-based improvement initiatives, enhances efficiency through automation, and manages Business Continuity Planning and Disaster Recovery testing per defined recovery objectives.

You should have experience in the following:

• Service Delivery Management in a client facing environment, working with Tier1/Tier2 organization in an MSP setup.
• ITSM, SIAM, IaaS, PaaS, ITSM application (ServiceNow) MS portfolio.
• Leading IT Infrastructure teams.
• Improving operational metrics (KPI’s, OLA’s, SLA’s).
• Planning and executing internal risk & compliance audits, annual BCP & DR exercises.
• Developing and presenting WBR, MBR, QBR decks, with actionable insights.
• ITIL (certification preferred)
• Public sector an advantage
• IT Infrastructure hardware, software technologies, for example Network (LAN/WAN, AP, Routers, Switches, Network Racks), Server (Server Racks), Windows Server (Active Directory, MS Exchange, O365), MS Intune (advanced endpoint management and security – MDM/MAM), Storage (SAN) & Backup (Veeam), Security (Antivirus, MS Defender, Varonis, Sentinel).

Apply today for a more detailed Job Spec.