ICT Service Delivery Manager
Role - ICT Service Delivery Manager
Location – Connolly HQ, Dublin 1
Salary – €64,464.57 – €79,416.06 (Grade J52, 6-year scale)
Applications are being invited from suitably qualified candidates for the position of ICT Service Delivery Executive.
Reporting to the Head of ICT Service Delivery, the ICT Service Delivery Executive will support the deployment and ongoing operation of the ITIL framework across multiple ICT services. The role has responsibility for service management processes including incident, request, change, release and deployment, problem management, service transition, supplier management and knowledge management.
Responsibilities
Alongside the Service Delivery team, the successful candidate will manage relationships with multiple third-party suppliers, oversee service performance against agreed SLAs, OLAs and contracts, and contribute to the delivery of the ICT service improvement roadmap, including the enhancement of ITSM tools and practices.
The role also supports cyber security risk management, service governance, KPI reporting and service assurance across a wide range of technologies including hosting platforms, enterprise applications, digital systems, mobile services and infrastructure.
The ICT Service Delivery Executive will manage ICT supplier performance, service levels and contractual obligations, lead and support service reviews and governance meetings, and maintain an end-to-end view of services and their dependencies. The role includes ownership of service incidents and escalations, coordination of releases and changes, and ensuring services are fully operationally ready prior to go-live.
The role involves producing regular service performance reports, supporting continuous improvement initiatives, contributing to ITIL process development, and working closely with business stakeholders, project teams and ICT colleagues to ensure services meet operational and business requirements.
Essential Requirements
- 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
Interview Competencies
- Technical Services Knowledge
- Building and Managing Relationships
- Drives for Results
- Service Delivery Orientation
Please note that the above list is not exhaustive. Please see the Job Description for more information.
A competency-based interview will form part of this selection process. Candidates may be shortlisted based on their application/CV and relevant experience.
If any applicants have specific requirements, please advise Shared Services when forwarding your application.
If you are interested in applying for this role, your CV and cover letter should be forwarded to: sharedservicesrecruit@irishrail.ie by 4pm Friday 20th February, 2026
At Iarnród Éireann Irish Rail we are committed to embedding diversity and inclusion in all that we do. This starts with how we recruit people. It is important to us that all individuals feel welcome to join our organisation and we take great care to ensure an even playing field for all.
We will strive to provide reasonable accommodation to all candidates where required and requested.
We are an equal opportunities employer and do not discriminate against any employee or applicant for employment because of race, ethnicity, sex, age, religion, sexual orientation, gender identity and/or expression or disability.
