Service Delivery Manager

Job Title: Service Delivery Manager
Location: Mullingar, Co. Westmeath

Company Profile
Our Client is a leading IT Managed Services provider delivering IT security, cloud backup, email management, and system integration services to SMEs across Ireland and the UK. We act as a virtual IT department for our clients, ensuring reliable, cost-effective solutions tailored to their business needs.

Role Purpose
The Service Delivery Manager (SDM) will oversee the end-to-end delivery of IT managed services to clients, ensuring service excellence, adherence to SLAs, and high customer satisfaction. This role combines service delivery leadership with project management responsibilities, requiring strong organizational, communication, and technical coordination skills.

Key Responsibilities
· Ensure all services meet agreed SLAs and KPIs.
· Act as the primary client contact for service-related matters.
· Monitor service performance and implement improvements.
· Manage escalations and resolve issues promptly.
· Plan and deliver IT projects within scope, time, and budget.
· Prepare project documentation, timelines, and progress reports.
· Manage resources effectively across multiple engagements.
· Lead and mentor service delivery teams.
· Promote best practices and continuous improvement.
· Manage budgets for service delivery and projects.
· Track resource utilization and efficiency.
· Build strong client relationships and understand business needs.
· Identify opportunities for service improvements and upselling.

Technical Skills Required
· Office 365 / Microsoft 365 administration and migration.
· Windows Server (including legacy versions), Active Directory.
· Azure fundamentals and cloud backup solutions.
· Wireless networking and VOIP systems.
· VMware or Hyper-V experience.
· Cybersecurity best practices, GDPR compliance.
· Backup strategies and business continuity planning.
· ITIL Foundation (or higher).
· PMP or PRINCE2 certification desirable.

Qualifications
· Bachelor's degree in IT, Business, or related field.
· Professional certifications in ITIL and Project Management preferred.

Soft Skills
· Excellent communication and stakeholder management.
· Ability to manage multiple priorities in a fast-paced environment.
· Strong problem-solving and leadership skills.