Service Delivery Manager

What is the opportunity?

This is an exciting opportunity for the successful candidate to work with Application Operations Service Delivery team within Group IT. .

As the Service Delivery Manager you will be accountable for the overall management of the defined portfolio of IT Production Services within the Payments and Cards team. You will be at the forefront of service health, risk reduction, cost optimisation, and customer satisfaction.

In this Role, you will

• Clearly understand the scope of payment services and articulate the business impact the technical services deliver to our business.
• Ensure provider partners understand business service targets, and strive towards consistent achievement.
• Review and analyse day-to-day operations against service to ensure commitments are met and ensure consistent delivery of data, statistics and reports for service analysis.
• Competently manage risks associated with portfolio.
• Create a culture of process improvement with a focus on streamlining internal operations ensuring added value to our business.

What will make you stand out?

5+ years' experience of IT service management and service delivery

You will show demonstrable experience of IT service management and service delivery with practical experience of service and process design, implementation and improvement.

Your process improvement experience with a focus on continued streamlining of processes, and proven ability to present service improvement initiatives to both technical and non-technical audiences will make you stand out!

You will have Demonstrable experience in discussing technical issues with people at all levels (Customers, Vendors, Service & Business Partners and other Technology Services teams) with a strong customer focused background and commercial awareness.

Experience in dealing with outsourced service teams, vendor and relationship management is key to being successful in the role.

Experience in supporting governance, documentation and knowledge base will also make you stand out!

Previous SRE experience is desirable but not essential.

Essential Qualifications

• ITIL Certification or equivalent
• Project management certification PRINCE 2 / PMI or equivalent desirable
• Six Sigma or equivalent an advantage

More about the team

This is an exciting opportunity for you to work with Application Operations Service Delivery team in the payments/cards area. We total 6 people in the team and manage all the payment and card systems in BOI. The systems are managed 24/7 so there is on-call but this is usually 1-2 weeks and less if required. This area is dynamic and interesting and will suit a self-starter who is motivated and enjoys a varied workload.

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 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity 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!

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 - Self
• One Group, one team - Self
• Accountable - Self
• Champion Transformation - Self
• Manage Risk - 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.