IT Services Technical Lead

Job Overview

The Senior IT Service Delivery Lead will be responsible for overseeing and ensuring the effective delivery of IT services through managing and coordinating third-party vendors. This role will involve maintaining strong relationships with service providers, ensuring service level agreements (SLAs) are met, and driving continuous improvement in service delivery and within IT Service Operations

The ideal candidate will have a proven track record within IT Service Operations and Service Delivery. This position will report to the Head of IT Operations.

The role is based in our FBD House, Bluebell, Dublin 12.

Job Responsibilities

• Service Delivery Management: Oversee the delivery of IT services to meet business requirements and SLAs. Monitor and report on service performance, identifying and addressing areas for improvement. Implement best practices and processes to ensure consistent service delivery.
• Stakeholder Management: Act as the primary point of contact between the business and IT service providers. Communicate effectively with internal stakeholders to ensure alignment and understanding of service delivery. Facilitate meetings and reviews with stakeholders to discuss service performance and improvements.
• Process Improvement: Identify opportunities for improving service delivery processes and efficiency. Lead initiatives to implement changes and improvements in collaboration with vendors and internal teams. Ensure compliance with ITIL and other relevant frameworks and standards.
• Financial Management: Manage budgets and costs related to IT service delivery and third-party services. Monitor and control expenditures, ensuring value for money from service providers.

Education

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• ITIL certification (v3 or v4) or other relevant certifications.

Experiences

• Proven experience (4+ years) in IT service delivery management and IT Service Operations.
• Experience in a previous technical role would be beneficial.
• Experience in a financial services environment would be an advantage.

Competencies

• Experience in managing large-scale IT projects and services.
• Knowledge of cloud services and outsourcing models.
• Familiarity with DORA.
• Advanced understanding of IT infrastructure and software development processes.
• Proactive and results-oriented mindset.
• High level of integrity and professionalism.
• Ability to work under pressure and meet deadlines.
• Strong organizational and multitasking abilities.
• Excellent communication, negotiation, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a fast-paced, dynamic environment.

MCC

This role is being offered on a permanent basis. This role sits within Pay Band E of FBD’s IT Function Pay band.

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FBD is regulated by the Central Bank of Ireland. 

FBD is an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability and social circumstances.