Service Delivery Manager- Dublin (On-site)

at  ERGO

IT Resourcing is seeking a Service Delivery Manager for a permanent role with a large client.
A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization . They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques.
On a day-to-day basis, a Service Delivery Manager will lead collaborative and planning processes, prioritising the work that needs to be done against the capacity and capability of the team .
On-site role (4 + days a week) in the office, based in South Dublin.

ESSENTIAL QUALIFICATIONS, TRAINING, AND EXPERIENCE:

People Management : Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams.
MSP Industry : Must currently be working in the Managed Service Provider (MSP) industry.
Client/Account Management : Essential experience in client or account management, preferably within the IT industry.
Operational Management : Over 10 years of experience in managing operational roles.
Performance Management : Proven experience in managing performance.
Project Coordination : Experience in coordinating, implementing, and monitoring projects and processes.
Improvement Activities : Experience in identifying, assessing, and developing activities to drive improvements.

DUTIES & RESPONSIBILITIES:

Reporting to the Chief Technical Officer (CTO) and Managing Director (MD), you will oversee your business unit, manage your team, and mentor your engineers.
Team Development : Mentor and develop the growing engineering team.
Resource Controllers : Guide and mentor Resource Controllers, implement daily structures, and assist with escalations.
Business Growth : Ensure the delivery and growth of the business unit’s margin.
Revenue Maximization : Maximize revenue and profitability per employee through effective KPI management.
Commercial Awareness : Increase the team’s understanding of SLA obligations and commercial awareness.
Pricing and SLA Review : Continuously review pricing and SLAs, and drive recommendations.
Escalation Support : Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues.
Documentation Implementation : Oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas.
Service Levels and KPIs : Ensure the delivery of contracted Service Levels and KPIs.
Client Response Framework : Provide a framework for swift and effective client responses.
Business Ownership : Manage the business unit as if it were your own standalone business.
Escalation Management : Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations.

PRE-SALES RESPONSIBILITIES:

Sales Support : Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead.
Client Engagement : Engage with potential clients to understand their needs and present tailored IT solutions.
Solution Design : Collaborate with technical teams to design and propose solutions that meet client requirements.
Proposal Development : Prepare detailed proposals, including cost estimates, timelines, and technical specifications.
Presentations and Demos : Conduct product demonstrations and presentations to showcase the value of proposed solutions.
RFP/RFI Responses : Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients.
Technical Support : Provide technical support during the sales process to address client queries and concerns.