October 16, 2019

IT Service Delivery Manager – Retail Operations.

Job Description

Key Requirements:        

Retail Service Delivery Manager will be responsible for the following:

Service Delivery:

• Managing service delivery to ensure the availability of a fully functional, reliable and secure ICT environment across our Retail   environment.

• Experience of working in the managed payments / credit card transactional space an advantage, though not essential

• Ensure strong relationships are built and managed  with Key Business Stakeholders regarding technology operational services, issues and support.

• Accountable for all aspects of overall service management including those delivered through vendor engagement and strategic relationships. Driving stability and incident resolution to best protect the business.

• Provides expert management support to difficult, high profile customer issues and ensures root-case analysis is conducted and corrective action plans are followed through.

• Drive problem management to identify, remove root cause to prevent reoccurrence and drive continual service improvement.

• Will be required to be part of 24*7on-call rota and provide support and leadership outside of core business hours for Major Incidents /High impacting issues.

Service Level Management:

• Provide a focus for contractual SLA management and customer satisfaction and productivity improvement.

Continual service Improvement:

• Agree, implement and report on a programme of continuous service improvement.

• Take a lead role for the day to day operations management of the retail ICT environment.

• Support and drive ICT operations towards improved performance and reduction in costs.

• Ensure efficient processes are in place and challenge the status quo to deliver improvements to service.


• Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and improvement programmes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right methods.

Customer Satisfaction:

• Develop and manage internal relationships and customer satisfaction & experience - manage, measure and ensure that the Operations team and Technology Service Partner/s are achieving agreed levels of customer satisfaction

Partner / Vendor management:

• Balance Technology Service Partners contractual obligations with the priorities of the Business – optimising value and performance from the Service Partners

• Monitor the overall level of service provided by Technology Service Partner/s  – including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues or gaps, benchmarking to   ensure best in class.

• Ensure the agreement and operation of SLAs in respect of new services provided by Technology Partners following their introduction

• Ensure technology partners / vendors adhere to Company policies, procedures and standards.

Commercial / Financial:

• Participate in appropriate commercial negotiations.

• Support budgetary management of ICT Opex.

Documentation and standards:

• Maintain comprehensive documentation, asset management and licensing information.

• Drive quality through implementation and institutionalisation of  the ITIL framework

• Focuses on delivering a ‘Lean’ service, reducing waste demand and streamlining processes where possible

Change Control:

• Support the application of strong change control to the live environment in conjunction with the Change Manager

• Ensure all changes to the live environment are assessed, approved, implemented and reviewed in a controlled manner

Knowledge, skills and experience:

• At least 5 years' experience in a Customer facing role.

• Exceptional ability to motivate and influence key contacts and decision makers required.

• Proven negotiation skills and ability to influence others at different levels.

• Excellent communications skills.

• Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.

• Proven team player in working with one's peers to ensure that delivery of service is timely, efficient and of high quality.

• Excellent verbal, written communication and presentation skills together with the ability to deliver customer presentation skills to board level.

• Practical financial budget experience and a track record of management experience operating at a high level in the organisation.

• Proven commercial awareness and a track record of working with vendors / partners.

• Experience in creating a high performance culture through target setting, performance evaluation, and employee engagement.

• Project Management capabilities with ability to plan, initiate, monitor and implement projects within a team.

• Service Management capabilities in particular Service Level Management, Incident Management, Change Management and Asset Management,  ITIL accreditation at minimum to Foundation level essential.

The Ideal Candidate will be:

• Results driven and customer focused.

• Strong change advocate.

• Judgement and problem solving skills.

• Strong planning and organisation skills

• Innovative thinker.

• Self-starter.

• Team work and collaboration.

• Have excellent problem solving skills

Apply for Job
Career Level
Manager (Manager / Supervisor of Staff)
Bachelor's Degree
Job Type
Job Last Updated
January 24, 2020


Colm O'Rourke
Apply for Job

Lastest Vacancies

February 4, 2019

IT Manager/Site Lead

We are looking for an experienced IT Manager/Site Lead to collaborate and leverage our Client's shared services resources to...

Know More
February 4, 2019

IT Services Director

Our client, a well established dynamic Full Service IT company now has a very exciting opportunity for a Services Director to join their Senior Management team...

Know More
February 4, 2019

Javascript Developer

Our Client, a well established Irish IT consultancy now has a requirement for an experienced Javascript Developer to join their busy office in the heart of Dublin City Centre...

Know More