Senior Service Delivery Manager - Payments, Cards & ATM Applications

What is the opportunity?

This is an exciting new role as a Senior Service Delivery Manager, where you have the opportunity to lead and handle a diverse portfolio of Payments, Cards, and ATM applications. It is a unique chance to work in a dynamic 24/7 environment, ensuring stable, secure, and cost-effective operations.

The role is the forefront of service health, risk reduction, cost optimisation, and customer satisfaction. As part of the Application Operations leadership team, you influence policies and strategies across the Group Technology and Customer Solutions service offering.

In this Role, you will

• Oversee the end-to-end service delivery for Payments, Cards, and ATM applications. This includes ensuring high availability, performance, and reliability
• Collaborate with internal teams, vendors, and business partners to align service delivery with strategic goals. Foster strong relationships and handle expectations.
• Identify and mitigate operational risks related to service disruptions, security, and compliance. Implement robust incident management processes.
• Drive efficiency by optimising service costs while maintaining quality. Explore automation and process improvements.
• Define and track Key Performance Indicators, Service Level Agreements, and performance metrics. Regularly report on service health and improvements.
• Lead a team of service delivery professionals, providing guidance, coaching, and performance management.
• Stay abreast of industry trends, emerging technologies, and standard processes. Drive continuous improvement initiatives. Remember, this role offers a chance to shape critical services and contribute to the bank's success. If you're passionate about service excellence and strategic impact, this role is for you.

What will make you stand out?

To stand out you will:

Showcase your ability to lead and inspire teams, highlighting instances where you've successfully led and motivated diverse groups toward common goals.

Demonstrate your strategic attitude, and you are able to discuss how you aligned service delivery with broader business objectives and contributed to organisational success, this will make you stand out!

Share examples of how complex issues are resolved or improved processes. Thinking critically and finding innovative solutions will give you an advantage.

Emphasise your commitment to exceptional customer focus and service, and how you prioritised customer satisfaction and went above and beyond.

Highlight successful service delivery which often involves working closely with multi-functional teams and external partners.

Demonstrate how you have navigated organisational changes or technology transitions, and your adaptability and change management expertise. You have authenticity and a passion for service excellence.

Essential Qualifications

• Third Level IT Qualification
• Experience of working on complex IT systems

More about the team

The team is a dynamic and collaborative group focused on ensuring the smooth operation of critical Payments, Cards, and ATM applications.

The team comprises professionals with a diverse set of backgrounds, including service management, technology, and risk. You will collaborate with experts in various domains.

Given the nature of financial services, the team operates around the clock. They handle incidents, monitor performance, and maintain service availability.

As a senior leader, you'll work closely with other teams within Group Technology and Customer Solutions. Your decisions will shape service delivery strategies.

The team prioritises customer satisfaction, and proactively address issues, minimise disruptions, and enhance user experiences, there is a culture of continuous improvement. The team explores new technologies, automates processes, and optimises costs. It's an exciting environment where your contributions will make a difference!

This is a hybrid onsite role and can be done anywhere in the Republic of Ireland with the primary office location as ITC, Cabinteely, Dublin 18. Travel will be required for in-person collaboration - exact frequency to be agreed with manager. #LI-HYBRID #IJ-HYBRID

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 25 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Customer Focused - People Manager
• One Group, one team - Leader
• Accountable - People Manager
• Manage Risk - People Manager
• Agile - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email.

Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.