IT Service Delivery Manager

Job Title: IT Service Delivery Manager (ITIL focused)

Location: Dublin, Ireland (Hybrid)

Position Type: Permanent, Full-time

Position Overview

We are seeking an experienced and proactive IT Service Delivery Manager to lead and optimise end-user IT support operations, ensuring high-quality technical service across the organisation.

This role is responsible for overseeing the daily operations of the IT Service Desk, managing vendor and partner relationships, ensuring strict adherence to SLAs/OLAs, and spearheading service improvement initiatives. The ideal candidate brings strong leadership skills, expertise in ITIL framework implementation, and a hands-on understanding of enterprise legal and corporate IT environments.

Key Responsibilities & Accountabilities

1. Service Desk Leadership & Operational Management

• Supervise, mentor, and build high-performing Level 1 and Level 2 Service Desk personnel.
• Maintain overall accountability for incident management, request fulfillment, problem management, and ticket escalation workflows.
• Establish, track, and report on key performance indicators (KPIs), Service Level Agreements (SLAs), and Operational Level Agreements (OLAs).
• Monitor support queue health, resource allocation, and escalation paths to drive efficient resolution times and high end-user satisfaction.

2. Vendor, Partner & SLA Management

• Oversee key third-party technology vendor relationships and external managed service providers (MSPs).
• Monitor provider performance against contractual commitments and lead operational service review meetings.
• Manage asset lifecycles, hardware inventory procurement, and vendor licensing operational requirements.

3. Continual Service Improvement (CSI) & Process Engineering

• Leverage ITIL best practices to continuously refine IT service delivery frameworks, standard operating procedures (SOPs), and internal knowledge bases.
• Implement structured root cause analysis (RCA) processes for major IT incidents to prevent recurrence.
• Drive self-service enablement, automated ticketing workflows, and user training initiatives to reduce ticket volumes and resolution times.

4. Major Incident Management & Escalation

• Function as the primary escalation contact during major operational disruptions or critical outages outside standard operating parameters.
• Direct technical incident bridge communications, stakeholder notifications, and post-incident review documentation.

Technical Environment & Tooling Stack

Candidates must demonstrate direct operational experience or proficiency with the following core tools and technologies:

• IT Service Management (ITSM): ServiceNow, ManageEngine ServiceDesk Plus, or Jira Service Management.
• Directory Services & Identity Management: Active Directory, Microsoft Entra ID (Azure AD), OKTA, or Single Sign-On (SSO) systems.
• Productivity & Collaboration Suites: Microsoft 365 Enterprise ecosystem (Exchange Online, Teams, SharePoint, OneDrive).
• Endpoint & Systems Management: Microsoft Intune / Endpoint Manager, System Center Configuration Manager (SCCM), or Jamf.
• Document & Enterprise Content Management: iManage Work, NetDocuments, or equivalent enterprise Document Management Systems (DMS).
• Remote Support & Deployment Tools: BeyondTrust (Bomgar), TeamViewer, or LogMeIn.
• Reporting & Analytics: Power BI or Excel Advanced Analytics for service desk metric reporting and trend analysis.

Candidate Profile & Qualifications

Essential Experience & Skills

• Experience: 5+ years in IT Service Management, Service Desk Management, or IT Operations Leadership-preferably within professional services, legal, financial, or corporate environments.
• Framework Certifications: Strong practical understanding of ITIL frameworks (ITIL v3 or v4 Foundation certification highly desirable).
• Leadership: Proven capability to lead, motivate, and develop multi-tiered technical support teams.
• Communication: Exceptional written and verbal communication skills, with a demonstrated ability to interface effectively with senior partners, executives, and non-technical stakeholders.
• Problem-Solving: Analytical mindset adept at resolving complex operational issues, managing conflicting priorities, and making decisive operational calls under pressure.

Desirable Qualifications

• Experience operating within legal practice management systems or law firm technology ecosystems.
• Professional certifications such as PMP / PRINCE2, Microsoft Certified: Enterprise Administrator, or equivalent.

Berkley Business & Technology is a specialist consultancy, recruiting professionals for organisations throughout Ireland, UK & Europe; for more information go to www.berkley-group.com.

If you would like to discuss this vacancy further or to discuss your career options in confidence, please send your profile to brendanoconnell@berkley-group.com