Job Description
Job Title: ICT Service Delivery Executive
Department: ICT Service Delivery
Business Unit: ICT
Reports to: Head of ICT Service Delivery
1. Job Purpose:
The ICT Service Delivery Executive will be part of the ICT Service Delivery Team operating in a 24/7 operational transport environment. The Service Delivery Executive (SD Exec) will support all aspects of the ITIL Framework being deployed within the Service Delivery function. This includes SLA management, contract management, service transition, incident management, request management, change management, access management, supplier management, problem management, release and deployment management and knowledge management. They will be responsible for the implementation and management of service management processes and protocols across various services (such as hosting services, multiple applications, mobile voice and data solutions, digital systems, etc.) and manage multiple vendors and associated SLAs as well as ICT related service transitions, incidents, requests, releases and deployments.
Reporting to the Head of ICT Service Delivery the SD Exec will be part of the team responsible for the service management of all ICT services under the remit of the department and be an integral part of implementing our service improvement roadmap both from a process perspective and the introduction and enhancement of ITSM technologies to underpin our roadmap. They will be working closely with our Head of Vendor Management, Service Delivery Manager(s) and Cyber & Incident Manager in these initiatives.
The SD Exec will also support the management and reporting of all cyber security risks and mitigations, KPI’s, SLA’s, OLA’s and underpinning contracts.
2. Working Relationships with:
- Commercial Department
- Finance
- Operations
- Rosslare Europort
- CME
- IM
- CIÉ Group IT&T
- Mobility suppliers
- Fare collection equipment suppliers
- Website suppliers
- Rosslare Europort ICT suppliers
- Other 3rd Party IT Suppliers
3. Key Qualities (Knowledge, Skills and Experience):
Essential:
- 3rd level education qualification
- ITIL/ISO 20000 qualified
- Previous experience of working with 3rd party ICT suppliers
- Minimum 3 years ICT SLA\Contract management experience
- Experience in ICT service management and process management
- Experience working with and optimising ITSM platforms (e.g., ServiceNow, Jira)
- Experience working with managed service providers of all ICT core functionality such as networks, Active Directory, Azure cloud services, DHCP, server management, Microsoft office applications, SSL and DNS
- Experience in cyber security risk management and mitigation
- Experience with governance, risk & compliance frameworks
- Experience in creating, implementing and managing change and software Release and Deployment processes across multiple services
- 3+ years of related and progressive experience combining ICT Service Management, SLA\Contract management, solutions implementation and cross functional working relationships
- Ability to analyse large data sets for service reporting and dashboards
- Strong interpersonal skills and communication skills
- Ability to work on own initiative within team environment
- Proven ability to work on own initiative and meet deadlines
- Service, project and results-orientation, with strong analytical, technical and problem-solving skills
- High-energy work ethic, ability to drive change and deliver results
- Ability to facilitate cross-functional teams to identify and document defects and support solution implementation of same.
Desirable:
- Awareness of the numerous and varied business processes carried out within Iarnród Éireann
- Project Management certification
- Cyber Security qualification
- Knowledge of services provided and systems supported by IÉ ICT
- Knowledge of and experience with technologies such as Amazon Web Services (AWS), Azure, Active Directory, Microsoft Power Apps, SQL, Java Script, Grafana, Confluence and JIRA
- Knowledge and experience of web technologies and sales and distribution solutions
- Ability to manage and deliver multiple ICT services across the organisation
- Experience and understanding of CMDB and Asset Management solutions as well as knowledge management processes and tools
- Experience of service delivery software applications and tools, analysis, and reporting.
Competencies
- Technical Services Knowledge
- Building and Managing Relationships
- Drives for Results
- Service Delivery Orientation
4. Responsibilities
General Responsibilities:
- Liaise with business
- SLA Management
- Supplier management
- Release management
- Maintain an end‑to‑end view of services and associated dependencies (service maps, CMDB accuracy)
- Investigation and diagnosis of technical issues
- Provision of technical expertise across multiple systems and applications
- Documenting Policy and Procedure and implementing same
- Enhancing or implementing ITSM tools to support and improve our service management processes
- Regular reporting to the Head of ICT Service Delivery and system owners
- Keeping up to date with CIE & IE policies and standards
- Keeping up to date with best practice and business technologies
- Coordinate supplier compliance with cyber requirements (patching, incident reporting, security controls
- Lead or support regular service reviews, contract governance meetings and performance audits with ICT suppliers
- Ensure services have clear support boundaries, SLAs, OLAs and escalation models before go-live
- Produce monthly and quarterly service performance reports, including KPIs, SLA trends, supplier scorecards and improvement recommendations
Specific Responsibilities:
- Support all Service Support and Service Delivery actions taken to ensure they meet IE’s business needs and ICT requirements
- Contribute to the strategy, development and quality of ICT Service Management and Iarnród Éireann’s ICT service delivery capability
- Manage, on a day-to-day basis, defects that affect ICT Systems and their resolution including investigation, prioritisation, referral or escalation as may be necessary
- Attend regular supplier meetings and services reviews to ensure the requisite level of service is being delivered, that all incidents are being correctly addressed and rectified and that suppliers are meeting their contractual obligations
- Provide technical knowledge and expertise to the business users relating to how systems operate and integrate as well as applying that expertise to incident investigation and resolution
- Service Level Agreement (SLA) Management for various ICT suppliers
- Support the maintenance and implementation of actions that flow from the problem management process including, root cause analysis and workarounds
- Support and implement continuous improvements across the supporting teams to meet existing contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements
- Manage multiple releases and upgrades to numerous systems from design to test to deployment
- Support and manage maintenance windows for implementation of change and service improvements engaging with both business users and suppliers to ensure minimal disruption and that extensive knowledge of change is garnered
- Constant monitoring of ticket queues with relevant suppliers and management of escalations
- Assume full ownership and responsibility for all support tickets with suppliers under your remit ensuring they are addressed within agreed SLAs and managed through to conclusion
- Maintain service matrices and KPI’s that identify the success of the services being utilised and support the implementation of changes to ICT services to improve matrices
- Support and partake in process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes
- Work with the business end users and super users to garner feedback to support ITSM and ITIL process development, the current position, roadmap and strategic direction
- Create and maintain positive working relationships with suppliers and business users to support continuous service improvement
- Manage and report on supplier SLAs and provide feedback and recommendations on ways to improve the service offering
- Work closely with various projects to ensure service requirements are clearly identified and transition to service is adequately managed
This job description is not exhaustive and merely outlines the key duties and responsibilities of the position.