Service Delivery Manager

Purpose of the Role

CHI is looking for a hands-on, highly experienced manager to oversee service delivery and the daily operations of the ICT Service Desk. The role will be responsible for managing and coordinating the delivery of IT services to ensure they meet the needs and expectations of CHI’s business. This includes developing service delivery standards and processes, monitoring and reporting on the performance of IT services, and working closely with customers to understand their needs. The role will also oversee incident and problem management, ensuring service continuity and availability, and driving service improvement initiatives. This includes managing a team of service desk analysts, ensuring timely and effective resolution of IT-related issues, and driving towards improving and maintaining high levels of customer satisfaction.

A key deliverable from the role is to strengthen the service desk function and develop key relevant ITSM processes.

Essential Criteria:

• A third level degree/post-graduate qualification in a technical discipline such as Computer Science, Information Technology or Electronic Engineering plus 3 years post qualification experience in a relevant role. The role must include proven experience in managing service delivery and ICT service desks of similar size, scale, scope and complexity with proven experience of the ITIL framework and implementation of best practices.

Or

• 5+ years’ experience in a relevant and similar role that includes proven experience in managing service delivery and ICT service desks of similar size, scale, scope and complexity with proven experience of the ITIL framework and implementation of best practices

Applications for this post must be accompanied by a cover letter, setting out relevant experience that illustrates how the essential criteria listed above is met.

The criterion for short listing is based on the requirements of the post, as outlined in the eligibility criteria.

* Please note that you must submit a cover letter with your CV, this forms part of your application and CV’s will not be accepted without a detailed cover letter.

The closing date for submissions of CV’s and cover letter is 24th April 2025 by 23:45pm. Applications must be completed through the advertised post on CHI.jobs by clicking ‘Apply for Job’.

Applications will not be accepted through direct email or any other method.

For informal enquiries for this specialty/department, please contact John Maher John.Maher@childrenshealthireland.ie

For other queries relating to this recruitment process, please contact recruitment@childrenshealthireland.ie