Service Delivery Manager

What is the opportunity?

You will have the opportunity to play an important role for Technology Services and Group IT in the Management and Delivery of Digital Services which are at the heart of our relationship with our customers, and form our most strategic channel.

In this Role, you will

• Accountability for end-to-end service delivery of a portfolio of services in Digital Services Operations area . This includes ensuring effective monitoring and alerting, 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.
• Stay abreast of industry trends, emerging technologies, and standard processes. Drive continuous improvement initiatives.

What will make you stand out?

Demonstrable experience in successful IT Service Delivery & Management, which often involves effective collaboration with multiple vendors, 3rd party suppliers and internal cross-functional teams.

Excellent communication skills with the ability to influence others, have a strong attention to detail and focus on quality.

Strong customer focused background, with a good appreciation for Risk Management.

Continuous improvement mind-set with a proven ability to present service improvement initiatives , to and discuss technical issues with both technical and non-technical audiences at various levels.

Good understanding of Site Reliability Engineering(SRE) Practices with experience working in cross functional environment to deliver improved Service quality, reliability and resilience, including automation and self-healing capabilities.

Essential Qualifications

There are no specific qualifications or minimum educational requirements needed for this role, however, some of the following are desirable.

• Third Level IT Qualification
• ITIL foundation certification
• DevOps's certification
• Site Reliability Engineering certification

More about the team

The Digital Services Operations area are accountable for the end-to-end maintenance and support of the banks key customer facing online channels.

We provide management, oversight and Governance for all Digital Banking Services delivered through a collaboration with Bank or Ireland and its partners.

Digital Services are at the heart of our relationship with our customers and form our most strategic channel.

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paidmaternityleave, 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!

Flexible working matching promise

A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements.

Key Competencies

• Customer Focused - People Manager
• Amplify Capability - Self
• Manage Risk - People Manager
• One Group, one team - People Manager
• Accountable - 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.