People, Person, Clinic, Doctor, Lab Coat, Scientist

Service Delivery Manager


Service Delivery Manager

Dublin | Ireland

Service Delivery Manager - Technology Services - Bank of Ireland

The SDM will manage and act as the internal Technology Services focal point for all matters relating to the scope of services assigned and have a full understanding of all components of that service. As the internal service owner they are accountable for service health incorporating delivery of service support (against defined targets) via outsource partners/internal service teams, risk reduction, cost optimization and customer satisfaction.

Location: This role is based in the IT Centre in Cabinteely, Dublin 18.

The key responsibilities of the role will centre around four key themes, Understanding Services, Articulating Services, Managing Services and Improving Services.

Location: This role is based in the IT Centre in Cabinteely, Dublin 18.

What you can expect in return:

What a great time to join us! We are going through a period of significant change which will provide a fantastic opportunity to develop your career with us. Every organisation will tell you that their people are their most prized asset - we`ll tell you that too. The difference is however, we prove it - through commitment to nurturing, encouraging, challenging and training our people. On top of a great career path, we can offer you a range of benefits such as discounted VHI, FREE banking, preferential rates on loans and financial products, holiday and insurance funds, generous annual leave and staff offers. We also have many sports & social clubs, award winning LearningZone training and development opportunities to get involved in volunteering and collecting for charities through our Give Together initiative.

As the SDM you will be accountable for the overall management of a defined portfolio of IT Services, in the end to end management of the IT production systems.

Reporting to the Head of Application Operations, key responsibilities will include:

  • Clearly understand the scope of services within the portfolio assigned, ensuring clear understanding of the technical services underpinning business services provided, across all relevant vendors, suppliers and internal teams. (Understand)
  • Clearly understand and articulate the Business impact the technical services provide to our business, ensuring these are communicated clearly to vendors, suppliers and internal teams, and business where appropriate. (Understand & Articulate)
  • Act as the trusted reference point for all services within allocated portfolio, representing Application Operations to all key stakeholders for those services provided within allocated portfolio, including service & vendor performance, risk profile and day to day technical operations. (Articulate)
  • Represent the IT Service in internal governance sessions and with customers when supporting Service Managers and/or Service Partners. (Articulate)
  • Ensure all provider partners understand business service targets, IT SLA targets and OLA`s in place and strive towards consistent achievement. (Articulate)
  • Represent IT Services in audits (internal and external) and regulatory inspections if required. (Articulate)
  • Define and consistently measure the health of an IT Service, collaborating with multiple teams to ensure a consistent service health score, RAID and service heat-map is maintained.(Manage)
  • Ensure all technical teams maintain an accurate knowledge base and documented topology of the service E2E to BOI standards.(Manage)
  • Liaise with the appropriate process owners throughout the service life cycle, ensuring adherence to process within allocated portfolio.(Manage)
  • Competently manage risks associated with IT services, within allocated portfolio. (Manage)
  • Work with Application Operations Management team and Finance to define and consistently measure the cost of an IT Service, taking appropriate actions to ensure budget targets are met. (Manage & Improve)
  • Define and ensure consistent delivery of required data, statistics and reports for service analysis and to facilitate effective service health monitoring and performance. (Manage & Articulate)
  • Review and analyse day-to-day operations against that service to ensure commitments are being met and a monthly/weekly report card on the health of the service is published to key stakeholders. (Manage & Improve)
  • Maintain an IT Service Lead Calendar of events with a rolling 12 month forward view. (Significant business events, significant IT events etc) (Manage & Improve)
  • Collaborate and ensure regular dialog with Change Delivery, Service Transition and Business & Service Partners/Managers to ensure common understanding on service health, service planning and strategy. (Understand & Articulate & Improve)
  • Ensure that services are effectively transitioned to application support teams. (Manage)
  • Be aware of/have at hand the status/vision statement for the service & ensure the roadmap and strategy for the service (aligned with business strategy) is known to all TS teams and partners. (Articulate & Improve)
  • Recognize the importance of and create a culture of process improvement with a focus on streamlining internal operations with all teams ensuring added value to our business and meeting customer needs. (Improve)
  • Identify opportunities for service improvements, discuss with all internal stakeholders and drive the RFC (request for change) as needed. (Improve)

Leadership & People Management

  • Lead by example and demonstrate strong management standards and practices and full support for the management team
  • Guide and direct resources to assist in delivery of work as appropriate
  • Motivate and inspire people to achieve common objectives
  • Support Management through positive and proactive participation within the team and active collaboration with colleagues as appropriate

Essential Qualifications:

  • ITIL Certification or equivalent
  • Project management certification PRINCE 2 / PMI or equivalent desirable
  • Six Sigma or equivalent an advantage

Essential Skills & Experience:


  • Demonstrable experience of IT service management and service delivery
  • Practical experience of service and process design, implementation and improvement
  • Experience in building out a service catalogue, governance, documentation and knowledge base
  • Broad knowledge of Bank of Ireland business and how IT Services support same
  • Demonstrable experience in discussing technical issues with people at all levels (Customers, Vendors, Service & Business Partners and other Technology Services teams)
  • Experience in dealing with multiple international outsource vendors
  • Strong customer focused background and commercial awareness
  • Process improvement experience with a focus on continued streamlining of processes
  • Proven ability to present service improvement initiatives to both technical and non-technical audiences


  • Leadership Skills
  • Interpersonal Skills
  • Relationship Management Skills
  • Influencing and Negotiations Skills
  • Analytical Skills
  • Communication skills - verbal and written

Where Agency assistance is required Bank of Ireland will engage directly with suppliers. Unsolicited CVs / contact will not be accepted.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce

Closing date: Jan 01, 2018
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