Service Delivery Manager

This role will be reporting to the IT Service Manager in Service Management Office(SMO).

The Service Delivery Manager brings IT technical capability and knowledge to ensure services run smoothly, meet agreed standards, and deliver value to the business. Service Delivery Managers excel at bridging the gap between technical teams and customers and ensuring internal client satisfaction.

The successful candidate will be required to go on‑call or perform out of hours work as appropriate.

The primary accountabilities associated with this role include but are not limited to the following:

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• Drive continuous improvement and consistency across IT service delivery to enhance quality, efficiency, and customer satisfaction
  
• Lead transition process and chair meetings between Project and Service teams to ensure agreed standards are met when transitioning projects into service.
  
• Manage the Major incident Management Process
  
• Act as the primary contact for service levels, SLAs, KPIs, and global issue resolution, including change enablement management and stakeholder communication
  
• Assist in overseeing supplier partnerships, ensuring governance, compliance, and contractual quality
  
• Monitor and report on service performance, proactively addressing gaps and driving process improvements
  
• Coordinate rapid resolution of service failures to minimise disruption and revenue loss
  
• Demonstrate An Post Values and behaviours in your day-to-day work and address behaviour that supports/conflicts with them.
  

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• The ideal candidate will have a relevant third-level qualification in similar field/IT Service discipline with minimum 2 years experience in a Service Delivery Manager role in a medium to large enterprise.
  
• Proven capability to manage significant service outages successfully.
  

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• Initiative
  
• Quality & Customer Focused.
  
• Decision Making & judgement
  
• Building & Maintaining relationships
  
• Teamwork
  
• An Post Company Medical Scheme
  
• PRIP Bonus Scheme
  
• Paid Maternity Leave
  
• Paid Paternity Leave
  
• An Post Employee Assistance Programme
  
• Digital gym with daily scheduled workouts
  
• Secure on-site bicycle parking & Cycle to Work Scheme
  
• Tax Saver Travel Pass
  
• City Centre location
  

At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. xcfaprz We are committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please contact