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Service Delivery Manager

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Bank of Ireland

2mo ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Dublin

AI generated summary

  • You need 5+ years in IT service management, experience in service design and improvement, vendor management, strong communication skills, ITIL certification, and ideally project management and Six Sigma certifications.
  • You will manage payment service operations, ensure provider performance, analyze service metrics, mitigate risks, and foster a culture of process improvement for enhanced business value.

Requirements

  • 5+ years' experience of IT service management and service delivery
  • You will show demonstrable experience of IT service management and service delivery with practical experience of service and process design, implementation and improvement.
  • Your process improvement experience with a focus on continued streamlining of processes, and proven ability to present service improvement initiatives to both technical and non-technical audiences will make you stand out!
  • You will have Demonstrable experience in discussing technical issues with people at all levels (Customers, Vendors, Service & Business Partners and other Technology Services teams) with a strong customer focused background and commercial awareness.
  • Experience in dealing with outsourced service teams, vendor and relationship management is key to being successful in the role.
  • Experience in supporting governance, documentation and knowledge base will also make you stand out!
  • Previous SRE experience is desirable but not essential.
  • ITIL Certification or equivalent
  • Project management certification PRINCE 2 / PMI or equivalent desirable
  • Six Sigma or equivalent an advantage

Responsibilities

  • Clearly understand the scope of payment services and articulate the business impact the technical services deliver to our business.
  • Ensure provider partners understand business service targets, and strive towards consistent achievement.
  • Review and analyse day-to-day operations against service to ensure commitments are met and ensure consistent delivery of data, statistics and reports for service analysis.
  • Competently manage risks associated with portfolio.
  • Create a culture of process improvement with a focus on streamlining internal operations ensuring added value to our business.

FAQs

What is the main responsibility of the Service Delivery Manager?

The Service Delivery Manager is accountable for the overall management of the defined portfolio of IT Production Services within the Payments and Cards team, focusing on service health, risk reduction, cost optimisation, and customer satisfaction.

What qualifications are required for this position?

Essential qualifications include ITIL Certification or equivalent, with project management certification (PRINCE 2 / PMI or equivalent) and Six Sigma or equivalent being desirable.

Is experience in IT service management important for this role?

Yes, at least 5+ years of experience in IT service management and service delivery is important, along with practical experience in service and process design, implementation, and improvement.

Will I need to manage relationships with vendors?

Yes, experience in dealing with outsourced service teams, vendor and relationship management is key to being successful in this role.

What does the Application Operations Service Delivery team do?

The team manages all payment and card systems at Bank of Ireland, ensuring their availability and consistency in service delivery 24/7.

What is the expected work environment?

This is a hybrid onsite role that can be done anywhere in the Republic of Ireland, with the primary office located in ITC, Cabinteely, Dublin 18.

Are there any specific skills that will make a candidate stand out?

Candidates will stand out with demonstrable experience in service improvement initiatives, a strong customer-focused background, and the ability to discuss technical issues with stakeholders at all levels.

What benefits does the Bank of Ireland offer?

The Bank of Ireland offers flexible working arrangements, 23 days of annual leave, excellent pension contributions, paid maternity leave, and various wellbeing support programs.

Is on-call work expected in this role?

Yes, there is an on-call requirement which is usually 1-2 weeks, but this may be less if required.

How does the Bank of Ireland approach inclusivity in the workplace?

The Bank of Ireland is committed to building an inclusive and diverse workplace and welcomes applications from people of all backgrounds, providing reasonable accommodations during the recruitment process.

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Bank of Ireland

Enabling our customers, colleagues and communities to thrive.

Finance
Industry
10,001+
Employees
1783
Founded Year

Mission & Purpose

Welcome to Bank of Ireland on LinkedIn. We're here to keep you up to date on our latest news and to provide useful information and guidance to support your financial needs. A leading Irish bank, we offer a wide range of financial products including savings, loans, mortgages and deposit accounts.