Job title:

Technology Service Delivery Manager

Company

Allcare Pharmacy

Key Responsibilities:Service Delivery:

User Support: Ensure high-quality support for IT systems and applications, resolving user issues and requests in a timely manner.

Incident and Problem Management: Manage and resolve incidents and problems in line with ITIL v4 practices. Conduct root cause analysis and implement preventive measures. Act as incident manager during outages producing Service Impact Reports to facilitate lessons learned.
Change Management: Oversee and implement changes to IT systems, ensuring minimal disruption to business operations. Conduct impact assessments and coordinate with stakeholders.
Security Management: Maintain the security of IT systems by implementing and monitoring security protocols, including access controls and regular security assessments.
Service Reporting: Generate and analyse service performance reports to identify trends, issues, and opportunities for improvement.

Vendor Management:

Vendor Assessment: Evaluate and manage relationships with IT vendors, ensuring they meet service level agreements (SLAs) and deliver value to the organization.
Contract Management: Oversee vendor contracts, including procurement, invoicing, and performance monitoring. Ensure compliance with organizational policies.
Vendor Performance Monitoring: Regularly review vendor performance and conduct audits to ensure adherence to agreed standards and SLAs.

Continuous Improvement:

Process Optimization: Identify and implement process improvements to enhance service delivery efficiency and effectiveness.
Service Improvement Plans (SIPs): Develop and execute SIPs to address service gaps and improve overall service quality.
Knowledge Management: Maintain and update documentation, including standard operating procedures (SOPs) and knowledge bases.

Project Support:

Project Delivery: Support IT projects, including testing, training, and user access management, ensuring alignment with business objectives.
IT Audit Support: Prepare IT systems for audits, including data collection, hygiene clean-up, and audit response coordination.

Other Responsibilities:

Invoice and PO Support: Assist with ICT and AP invoice processing, including vendor payments and contract management.
Communication: Maintain clear and effective communication with stakeholders, including business units, vendors, and IT teams.

Key Skills and Competencies:

ITIL v4 Expertise: Strong understanding of ITIL v4 practices, particularly in service delivery, incident management, and continuous improvement.
Vendor Management: Proven experience in managing vendor relationships, contracts, and performance.
Problem-Solving: Strong analytical and problem-solving skills, with the ability to conduct root cause analysis and implement effective solutions.
Communication: Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.
Attention to Detail: High level of accuracy and attention to detail, particularly in managing security protocols and audit preparations.
Project Management: Experience in supporting IT projects, including testing, training, and user access management.

Ireland

Thu, 10 Apr 2025 22:28:29 GMT

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