Service Delivery Manager

Home-based (Ireland – North or Republic), Office (Belfast) or hybrid

Do you want to use your service management experience to help customers get the most from their technology?

Apply today to join our Operational Services team as a Service Delivery Manager and you will have the opportunity to work with some of the biggest public and private sector organisations in Ireland and the UK.

We offer a great package (starting from £32,500, plus benefits) and are flexible about where you work (home-based, hybrid, or from our Belfast office).

Key Responsibilities:

• Build excellent customer relationships: Be the main point of contact, building strong partnerships with our customers.
• Change and release management: Coordinate upgrade plans, changes and releases into customer environments.
• Incident management: Lead on incident management, collaborating with colleagues and keeping customers clearly informed.
• Support and trend analysis: Monitor incident trends and proactively address service-related issues.
• Report on service performance: Provide customers with performance reporting, insights and recommendations.
• Escalation: Act as point of escalation for service-related issues.
• Enhance customer experience: Work with colleagues to identify, prioritise and implement service improvements.
• Collaborate and innovate: Work with engagement teams to grow accounts and deliver new services, including automation opportunities.
• Grow your skills: Develop your technical, service delivery and soft skills through ongoing training and development.

This would be a great career move if you:

• Have experience in a customer-facing role within a technical environment.
• Bring excellent communication, organisation and presentation skills.
• Can understand challenges from multiple perspectives and lead a team to solutions.
• Are self-motivated, collaborative, and enthusiastic about delivering high-quality service.
• Can summarise technical issues in clear, simple language.
• Have an interest in developing IT, cloud and ITIL knowledge.
• Show an aptitude for process improvements and working across teams.

We welcome candidates from a wide range of backgrounds. What’s most important is hands-on experience in a technical, customer-facing role and a drive to deliver great service.

Why join us?

Esri UK is a thriving and inclusive workplace. We take pride in our culture and the value our people bring. We believe in promoting from within and offer long-term career opportunities in a successful, growing business.

In addition, we offer:

• A competitive starting salary of £32,500 (rising with experience)
• A good company pension
• Vitality healthcare scheme
• Permanent health insurance
• Gym contribution & cycle to work scheme
• Volunteering opportunities with charities that matter to you
• Flexible working – home, office or hybrid, plus some travel to customer sites
• Security clearance: this role requires face-to-face customer engagement in Northern Ireland and will therefore require security checks

Apply today and map out a great new career at our thriving company. Please apply via our website www.esriuk.com, including your CV and cover letter.