Senior Lead, Service Delivery Management

Posted 7 days 3 hours ago by EirGrid plc

Permanent
Full Time
Other
Leinster, Ireland
Job Description
Senior Lead, Service Delivery Management (E)

The IT Service Delivery Lead is responsible for ensuring the effective delivery, stability, and performance of IT services across the organization. The role oversees day to day IT service operations, manages service performance, supports core ITIL processes, and acts as a key escalation point for operational issues; it also has specific responsibility for the governance, performance, and roadmap of the ServiceNow platform.

Key Responsibilities
  • Service Delivery & Performance Management
    • Monitor performance of all IT services against agreed SLAs and KPIs.
    • Produce service performance reports and dashboards for IT Operations management.
    • Coordinate with internal teams and suppliers to ensure service issues are resolved promptly and effectively.
    • Identify and drive service improvements across stability, performance, and user experience.
    • Maintain and update the IT Service Catalogue in line with business requirements.
  • ServiceNow Platform Management
    • Act as the operational owner for the ServiceNow platform, ensuring stability, availability, and performance.
    • Manage the pipeline of ServiceNow enhancement requests and ensure appropriate prioritisation.
    • Coordinate with developers, administrators, and support vendors to resolve issues and deliver updates.
    • Ensure proper governance of ServiceNow changes, configurations, and releases.
    • Maintain data quality, CMDB integrity, and alignment with ITSM and ITOM best practices.
    • Support the ongoing development of the platform roadmap in collaboration with IT Operations leadership.
    • Ensure effective use of ServiceNow modules across the organization.
  • Incident, Problem & Change Support
    • Act as an escalation point for complex or high priority incidents.
    • Support incident bridge facilitation and business communication during outages.
    • Ensure high quality incident reviews, root cause analysis, and corrective actions.
    • Support Change Advisory Board (CAB) processes and adherence to change governance.
  • Vendor & Contract Support
    • Liaise with third party vendors to ensure contractual service levels are met.
    • Track and review vendor performance metrics.
    • Escalate vendor performance issues and support service improvement actions.
  • Customer & Stakeholder Engagement
    • Serve as a key interface between IT Operations and business units.
    • Provide timely, clear updates on service performance, incidents, and improvements.
    • Promote strong working relationships and a service focused culture.
  • Service Documentation, Governance & Compliance
    • Maintain up to date operational runbooks, procedures, and service documentation.
    • Support internal and external audits and compliance activities.
    • Contribute to service risk assessments and operational resilience initiatives.
About You
  • 5+ years' experience in IT Service Management or IT Operations roles.
  • Hands on experience with ServiceNow administration, governance, or module ownership. Additional ServiceNow certifications (Administrator, ITSM, CMDB, or related) would be desirable.
  • Good understanding of ITIL processes (Incident, Problem, Change, Request).
  • Ability to manage escalations and prioritise effectively in a busy operational environment.
  • Effective communication and stakeholder engagement skills.
  • Experience coordinating with suppliers and support partners.
  • ITIL v4 Foundation certification.
  • Experience with CMDB, Discovery, or ITOM modules.
  • Experience supporting major incident management.
  • Bachelor's degree in Information Technology, Computer Science, or a related discipline.
  • Relevant professional certifications in IT operations, service management, or cloud technologies are an advantage.
  • Background in regulated or critical infrastructure organisations (energy, utilities, finance).

Closing date for applications: 22/05/2026

We are an equal-opportunity employer and welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.