Senior IT Lead and Delivery Manager

Senior IT Lead and Delivery Manager

Location: Dublin, Ireland (On-site across two sites)

Salary: DOE

Role Purpose

The Senior Lead and Delivery Manager - Technology integrates high-level commercial strategy and regional leadership with rigorous operational governance and team management. This hybrid profile ensures that the leader is not only driving revenue and client retention at the executive level but also directly steering technical execution on the ground.

Serving as the definitive bridge between technology delivery, client satisfaction, and commercial success, this leader acts as the "face of IT" on the Dublin leadership board while maintaining hands-on accountability for service delivery excellence. The role manages a complex ecosystem of global client applications and local infrastructure, ensuring that every technical initiative justifies its spend by directly supporting client retention and operational efficiency.

Key Responsibilities

1. Strategic Leadership & Commercial Stewardship

• Site Representation: Act as the primary IT representative on the Dublin leadership board, driving success against stated KPIs and delivering the regional IT strategy.
• P&L Ownership: Manage the regional IT OpEx and CapEx budget, linking every Euro of spend to ROI, cost-savings, or revenue-generating potential.
• Client & TAM Interface: Act as the senior technical point of contact for key clients and Technical Account Managers (TAMs), positioning IT services as a value-add in pitches and renewals.

2. Operational Governance & Service Excellence

• SLA/OLA Accountability: Own the end-to-end delivery of IT services, ensuring all Service Level Agreements and Operational Level Agreements are consistently met or exceeded.
• Incident & Problem Escalation: Serve as the primary point of contact for all critical (P1/P2) incidents, coordinating rapid resolution and post-incident reviews.
• Global Client Suites: Oversee the performance, access management, testing, and compliance of enterprise Global client application suites and collaborative tools.
• Cross-Site Governance: Standardise processes, asset management, and service deployment across both Dublin physical sites.
• Performance Reporting: Design, generate, and present weekly, monthly, and quarterly business reviews (QBRs) to senior stakeholders, detailing system health, KPIs, and operational metrics.
• Change & Risk Management: Approve high-risk technical changes via the Change Advisory Board (CAB) and enforce global security policies, data privacy compliance (GDPR), and business continuity/disaster recovery (BCDR) plans.

3. Team Leadership & On-Call Steering

• Direct People Management: Lead, mentor, and manage a team of 3 to 5 Desktop Support Technicians across both Dublin sites, overseeing their training, performance reviews, and capacity planning.
• Escalation & Crisis Leadership: Serve as the ultimate point of escalation for P1/P2 incidents. During critical outages, steer the engineering team to swift resolution and manage all executive-level communications.
• On-Call Rota Management: Implement and oversee a 24/7 support schedule, providing guidance and technical "steering" to the team during out-of-hours events.

4. Technical Ecosystem & Innovation

• Infrastructure Management: Guarantee high availability for local networking (Fortinet and Juniper), data centers, end-user computing, and audiovisual (AV) technologies.
• Application Stewardship: Oversee the performance and access management of enterprise client application suites and collaborative tools.
• Continuous Improvement (CSI): Identify emerging technologies and deploy Continual Service Improvement (CSI) frameworks to eliminate service bottlenecks and optimize operational costs and efficiency.
• ITSM Tools: Maintain expert proficiency using service management platforms such as ServiceNow, Jira Service Management, or Remedy.

5. Stakeholder & Vendor Management

• Client Relationship: Build trusted relationships with global client stakeholders, aligning MSP delivery with changing corporate IT strategies.
• Vendor Accountability: Monitor third-party vendor contracts, holding external suppliers accountable to agreed service standards.
• Change Advisory: Review and approve high-risk technical changes via Change Advisory Boards (CAB) to eliminate localized business disruption.

Soft Skills & Professional Attributes

• Communication: Exceptional verbal and written communication skills tailored for C-suite presentations and engineering debriefs.
• Crisis Management: Calm under pressure with a decisive approach to managing high-severity service outages.
• Mobility: Flexibility to travel frequently between both Dublin-based sites as required by operations.

Candidate Profile

• Experience: 12+ years in high-volume IT environments, including at least 5 years in BPO or Managed Services leadership.
• People Management: At least 2–3 years of direct line management experience explicitly leading desktop support or helpdesk teams.
• Enterprise Scale: Proven track record supporting large-scale, global corporate clients across multiple physical campuses.
• Framework Expertise: Certified in ITIL v4 Foundations (Managing Professional designation preferred).
• Technical Savvy: Deep understanding of enterprise networking (Fortinet and Juniper), cloud (AWS/Azure), hybrid identity management (Okta/AD), and ITSM platforms like ServiceNow, Jira Service Management, or Remedy.
• The "Bridge" Factor: Proven ability to translate complex technical issues into business-centric solutions for C-suite executives and non-technical stakeholders.
• Education: Degree in IT/Computer Science, ideally supplemented by an MBA or business-centric certification.