Job Descriptions

At ABTRAN we know that with the right
people on board, anything is possible. The quality, integrity, and commitment
of our employees have been key factors in our company’s growth. We are hiring
the best people and helping them grow both professionally and personally, to
ensure a bright future. Abtran has an exciting position available for an IT
Service Delivery Manager located in our Cork Mahon HQ reporting to the Director
of IT Operations.

Let us tell you more
about this great opportunity:

The IT Service Delivery Manager will
be responsible for IT Service Operations across our business across the in
scope ITIL processes and procedures and functions. Service Onboarding and
managing 3rd party service providers will form a significant portion of this
role. You will manage an experienced IT Service Desk function.  The IT
Service Delivery Manager will help to define and manage interfaces to the wider
IT team and Operations teams across the business

How you will spend
your day:

• Managing
  IT services to operational service level agreements to establish and
  improve service performance reporting.


• Responsible for the Major incident
  Management Process, collaborating across teams to work to resolution with
  clear and timely communication.


• Driving Continual Service Improvement (CSI)
  across in scope ITIL processes and procedures.


• Ensure tooling and systems are fit for
  purpose and/or optimized for service delivery in line with service level
  agreements.


• Build and manage internal and external
  client relationships between IT, the business, and our client’s IT Service
  Management counterparts.


• Manage Abtran’s managed service partners,
  suppliers and have the responsibility for optimizing their value and
  performance.  


• Support and drive IT operations with
  improved performance and reduction of costs in mind.


• Communicate and report to Abtran’s senior
  stakeholders on IT Service Delivery.

Essential
Qualifications, Training, and Experience:

• 5+
  years’ experience as an IT Service Delivery Manager.


• Proven experience in service onboarding and
  implementing ITIL processes and procedures.


• Proven experience in managing 3rd Party
  Service providers.


• Proven ability to work within set budget
  objectives.


• Experience in people and performance
  management.


• Flexible, ability to deal with sudden
  changes in agenda, direction or speed of programs and priorities.


• Excellent written and oral communication
  skills – ability to address audiences, broker conversations, form trusting
  relationships and promote the Abtran brand and services.

Desired
Qualifications, Training, and Experience:

• ITIL
  Certification.


• Experience
  in customer service/contact center.


• Team player with excellent communication
  skill

Our ideal candidate:

• A
  motivated and enthusiastic individual who can work on their own
  initiative.


• Prioritizing,
  multi-tasking, and Organisational skills.


• Excellent communication and relationship
  building skills.


• Very strong personal time management.


• Even keeled and ability to work well


• Good team player.


• Excellent investigative, problem solving and
  follow-through skills.


• Engage in and take ownership of personal
  development and career planning.


• Find ways to do things better for yourself,
  the team, Abtran, the customer, and the Client.


• Tell people about your good ideas.

We’ve
told you what you will do for us, now let us tell you what we will do for you:

At Abtran once you join
us you become part of a team and part of an amazing community. We believe in
nurturing and inspiring our people. We offer training on many different topics
in professional development and personal development. Our Learning Management
System has been recognised as the ‘Most Innovative Use of Technology’ in the HR
Leadership & Management Awards. We believe in motivating our people to meet
their goals and progress in their careers and are big on internal promotions.
There are so many opportunities for progression and have had many success
stories this year and in previous years.

Some other employee
benefits include:

• Wellbeing
  programme focused on our people’s health and wellness


• Health Discount Programme


• Employee Assistance Programme


• Pension Scheme


• Employee Discounts


• Life Cover


• Development Programmes to support your
  progression


• Refer a Friend Scheme


• Cycle to Work Scheme


• Leap Card Tax Saver


• Maternity Pay & Paternity Pay

Skills

Experience

• 5+ years