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Service Delivery Manager


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Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Service Delivery Manager

Ireland | Permanent | Full time

Service Delivery Manager

  • Ireland
  • Full time

Application Operations is part of Technology ServicesIT@BOI. Application Operations are accountable for handling the day to day operations, performance and quality of the end to end Technical Services for BOI.

The Service Delivery Manger will lead 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 the service health incorporating the delivery of service support (against defined targets) via outsource partners/internal service teams, risk reduction, cost optimisation and customer satisfaction.

Key Accountabilities

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. Working with the relevant Head in Application Operations, the SDM will:

  • 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 deliver 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 partners 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.
  • Ensure all technical teams maintain an accurate knowledge base and documented topology of the service E2E to BOI standards.
  • Collaborate closely with the appropriate process owners throughout the service life cycle, ensuring alignment to process within allocated portfolio.
  • Competently lead risks associated with IT services, within allocated portfolio.
  • 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.
  • Define and ensure consistent delivery of required data, statistics and reports for service analysis and to facilitate effective service health monitoring and performance.
  • 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 partners.
  • Maintain an IT Service Lead Calendar of events with a rolling 12 month forward view. (Significant business events, significant IT events etc.)
  • 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.
  • Ensure that services are effectively transitioned to application support teams.
  • 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.
  • Recognise the importance of and build 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.
  • Find opportunities for service improvements, discuss with all internal partners and drive the RFC (request for change) as needed.

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
  • Embed good people management practices in line with Group standards, including completion of goals and reviews for any team members
  • Provide support for learning and development for individuals and for the benefit of the overall unit
  • Empower and encourage people to achieve common objectives
  • Support Management through positive and proactive participation within the team and active collaboration with colleagues across the business as appropriate.

What is the opportunity?

  • The Service Delivery Manager will lead a portfolio of IT Services and will guide and coordinate the efforts of the Bank and vendor technical teams to manage the successful delivery and maintenance of support services for Application Operation Services in the live environment.
  • To fulfil this role, there is a requirement to have strong service management with managing multi-vendors. This is to give assurances that services are being delivered successfully in order to safeguard the business and improve the stability and delivery of the services.
  • In addition to the ongoing operational responsibilities the holder of this role must also seek to plan effectively and optimise live operations to improve quality and minimise risk. These responsibilities will require partner and vendor leadership skills to effectively influence others as well as inspire change within the Service Delivery Managers accountability.

Essential Skills & Experience

  • Solid 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 taking care of multiple international outsource vendors
  • Strong customer focused background and commercial awareness
  • Process improvement experience with a focus on continued efficiency of processes
  • Demonstrable ability to communicate service improvement initiatives to both technical and non-technical audiences.


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

Desirable Qualifications, Skills & Experience

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

Key Competencies

  • Customer Focused - People Manager
  • One Group, one team - People Manager
  • Accountable - People Manager
  • Champion Transformation - People Manager
  • Manage Risk - People Manager

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

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: Sep 09, 2021

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.


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