Service Delivery Manager
Job Type: Permanent
Location: Hybrid – 3 days in office, 2 days WFH
The Role
As a Service Delivery Manager, you will utilise your technical and management skills in the airline sector to ensure the customer receives a world-class service across all areas of technology. You will be supported by local and offshore teams to deliver the services and manage and maintain relationships with stakeholders at all levels.
Key responsibilities:
* Establish and maintain strong relationships with internal and external stakeholders.
* Understand customer needs and provide the best service possible.
* Handle escalated situations in which additional oversight and assistance is required.
* Participate in the clients P1 & Major Incident Technical bridges.
* Keep a view of all the Incidents & Service Requests raised for airline users, conduct weekly connects with support teams to ensure incidents & requests are not aged and are resolved on time. Report it back on a weekly basis.
* Ensure airline service operations processes are aligned and delivered as per guidelines.
* Identify opportunities for improvements in operations and drive it for airline and feedback.
* Own accountability for achievement of all client KPI’s and contractual obligations, being responsible for the overall performance of the scope of operations.
* Organise monthly, quarterly, and yearly performance reviews with stakeholders and develop relationships and feedback channels to improve continuously the services.
* Closely work with offshore and nearshore teams to deliver the services.
Your Profile
Key skills/knowledge/experience:
* Proven experience in IT in large corporate environments.
* In-depth working knowledge of service management processes (Incident, Problem, and Change Management).
* IT skills to understand and articulate infrastructure and application problems to stakeholders.
* Commitment to delivering customer service excellence and high-quality work.
* Excellent verbal and written communication skills.
* Demonstration of self-motivation, self-confidence, flexibility, adaptability, and open-mindedness.
* Ability to anticipate, successfully negotiate and solve problems. Able to resolve conflicts when they arise.
Good to have:
* Airline domain knowledge or relevant industry experience.
* Good knowledge of monitoring tools such as Nagios, Tivoli, Splunk, Dynatrace, CloudWatch.
* Ability to deliver in a high-pressure, dynamic environment working to tight SLAs.
* Good knowledge of ServiceNow ITSM tool & Reporting.
* ITIL V3 Certified.
Candidates should hold appropriate RTWs for Ireland i.e. Stamp 4, Irish/British/EU passport.
For more information please apply here or contact Agnes Reena/agnes.reena@eirevo.ie Contact: 0858564199
eir evo talent is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital/civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo talent applies all relevant Data Protection laws when processing your Personal Data.
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Ref: EET6203
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