Service Delivery Manager

at  Information Services Corporation

Company Name:
Enterprise Registry Solutions Limited
Location: Dublin
Status: Full-Time Permanent
We are ERS, a leading international registry provider operating out of Dublin, Ireland. We design, build, and operate registry solutions that power public and private sector operations and drive efficient business decisions around the world. Our people are what drives our innovation, growth, and well-being.
The Service Delivery Manager is responsible for the design, build test, implement and maintain software solutions while ensuring reliability and scalability all while following the software development life cycle.
Major Activities:
The Service Delivery Manager is responsible to identify customer needs for implementing, managing, and delivering services to meet the needs of ERS’s RegSys customers.
Major Responsibilities:

Responsible for the following Service Management activities

• Service desk management – oversee the capture of incidents and service requests
• Incident & problem management – manage the resolution of incidents and the identification and control of problems
• Service request management - handling predefined customer requests in a effective manner
• Monitoring and event management – monitoring live infrastructure and applications and responding to events
• Change enablement – assessment, authorization and schedule of changes
• Deployment management – deployment of infrastructure and applications to live environment
• Project management – planning, delegating & monitoring projects
• Service level management –monitor and manage customer service level to ensure targets are met
• Continual improvement – improve products, services and practices

Other responsibilities

• Lead the AMS team
• Invoice customers
• Agree Support & Maintenance contracts with customers

Position Requirements:

• Degree in Computer Science or equivalent discipline
• 3+ years of demonstrated experience in cloud or web technology environment
• At least 4 years’ experience in a Service Delivery Manager role, or similar
• Service management best practices (e.g. ITIL)
• Project management best practices (e.g. PMP)

What we offer:

• We believe in progress with purpose.
• Innovative technology
• A record of sustainable growth,
• Investment in diversifying lines of business
• We support your growth.
• Career development opportunities
• Education support
• We care about people.
• Competitive salary and benefits package
• Hybrid work schedule
• Recognition programs

Help us build the next generation of registries with your innovation and technology skills.
A little more about us:
ERS is located in Dublin, Ireland while our multinational parent company Information Services Corporation (ISC) is headquartered in Regina, Saskatchewan, Canada. ISC is a leading provider of registry and information management services who has a history of delivering value to its’ customers by putting information in the right hands at the right time.

Responsible for the following Service Management activities

• Service desk management – oversee the capture of incidents and service requests
• Incident & problem management – manage the resolution of incidents and the identification and control of problems
• Service request management - handling predefined customer requests in a effective manner
• Monitoring and event management – monitoring live infrastructure and applications and responding to events
• Change enablement – assessment, authorization and schedule of changes
• Deployment management – deployment of infrastructure and applications to live environment
• Project management – planning, delegating & monitoring projects
• Service level management –monitor and manage customer service level to ensure targets are met
• Continual improvement – improve products, services and practice

Other responsibilities

• Lead the AMS team
• Invoice customers
• Agree Support & Maintenance contracts with customer