Job Description:
A seasoned Service Delivery Manager is sought to drive customer satisfaction in the airline sector.
The ideal candidate will leverage technical and management expertise to ensure seamless service delivery across all areas of technology.
Supported by local and offshore teams, this individual will foster strong relationships with stakeholders at all levels.
Main Responsibilities:
* Establish and maintain relationships with internal and external stakeholders.
* Understand customer needs and provide exceptional service.
* Manage escalated situations requiring additional oversight and assistance.
* Participate in client technical bridges for major incidents.
* Monitor and resolve incidents and service requests.
* Conduct weekly check-ins with support teams to ensure timely resolution.
* Report progress on a weekly basis.
* Ensure service operations align with guidelines and deliver desired outcomes.
* Identify opportunities for process improvements and drive airline feedback.
* Owning accountability for client KPIs and contractual obligations.
* Organize performance reviews with stakeholders and develop relationships for continuous improvement.
Key Skills:
* Proven experience in IT within large corporate environments.
* In-depth knowledge of service management processes (Incident, Problem, and Change Management).
* IT skills to 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, flexibility, adaptability, and open-mindedness.
Desirable Qualifications:
* Familiarity with monitoring tools such as Nagios, Tivoli, Splunk, and Dynatrace.
* Able to work in high-pressure environments with tight SLAs.
* Knowledge of ServiceNow ITSM tool & Reporting.
* ITIL V3 Certified.
Benefits:
This role offers a competitive salary, including pension, health care, life insurance, laptop, phone, access to extensive training resources, company discounts, and on-site parking.
The successful candidate must be eligible to work in Ireland/EU.