ICT Service Delivery Executive
Vacancies -ICT Service Delivery Executive
Location - Connolly HQ, Dublin 1
Salary - €62,586.96 – €77,102.97 (Exec C – 6-year scale)
The ICT Service Delivery Executive will be part of the ICT Service Delivery Team. 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 in Rosslare Europort 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 with focus on a specific service already in the production environment in Rosslare Europort or being transitioned to service. Rosslare Europort would cover services such as, but not limited to, Smart Port system, Geotab, Safety system, SAP, Field Reach and rostering system.
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.
Responsibilities
General responsibilities:
- Liaise with business
- Supplier management
- Release management
- Investigation and diagnosis of technical issues
- Provision of technical expertise across multiple systems and applications
- Documenting Policy and Procedure and implementing same
- 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
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 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 and that all incidents are being correctly addressed and rectified
- Provide technical knowledge and expertise to the business users relating to how systems operate and integrate as well as applying those expertise to incident investigation and resolution
- Service Level Agreement (SLA) Management for various IT 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.
Please note that the above list is not exhaustive. A full job description can be requested from HR Shared Services.
Essential Requirements
- Third level education qualification
- Previous experience of working with third party ICT suppliers
- Minimum 3 years ICT SLA\Contract management experience
- Experience in ICT service management and process management
- Knowledge of services provided, and systems supported by Information Systems
- Experience working with mobility systems and managing suppliers of same
- 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 in creating, implementing, and managing change and software Release and Deployment processes across multiple services
- Strong people 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 critical thinking 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 conducted within Iarnród Éireann
- ITIL/ISO 20000 qualified
- Project Management certification
- Cyber Security qualification
- Knowledge of and experience with technologies such as Amazon Web Services (AWS), Azure, Active Directory, Microsoft Power Apps, SQL, Java Script, Grafana, Service Now, Confluence and JIRA
- Knowledge of and experience of the Field reach application
- Ability to manage and deliver multiple ICT services across the organisation
- 2+ years of related and progressive experience combining ICT Service Management, SLA\Contract management, solutions implementation, and cross functional working relationships
- Experience of service delivery software applications and tools, analysis, and reporting.
A competency-based interview will form part of this selection process. Candidates may be shortlisted on the basis of their application/CV and relevant experience.
If any applicants have special 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 Friday 26th September, 2025
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.