IT Service Support Manager

Responsible for the delivery of IT services to Life and Pensions business units within an exciting new Life and Pensions business based in Dublin City Center.

You will be establishing Service Level Agreements with IT service providers, managing customer expectations, working closely with the business to ensure the best possible service is delivered.

Role / opportunity:

  • Manage relationships with IT service providers/suppliers
  • Manage the delivery of IT services to the business
  • Manage the resolution of incidents and support
  • Introduction of controls around software releases
  • Responsible for the end to end IT production support service
  • Acting as the single point of contact for key customers for IT production issues.
  • Incident management and on the spot decisions
  • Analyse and prioritize software enhancements
  • Plan and manage resources to successfully transition new or changed services into production.
  • Support on boarding of new clients.
  • Problem analysis to a detailed level
  • Management reporting

Skills/experience:

  • Minimum of 8 years Service Management / Service Support / IT Service Delivery Management
  • ITIL Service Management Certificate Qualified (or equivalent) would be a bonus
  • Experience in a complex, multi-supplier, global environment with distributed teams
  • Knowledge of policy admin systems
  • Experience with service support systems
  • Ability to meet deadlines and get the job done without predefined process
  • Sound knowledge of regulatory requirements e.g. financial, pricing, tax to ensure that these are not compromised during the development and following the implementation of changes.
  • ITIL Service Chain and Incident, Problem, Change and Release processes

Contact Sam in confidence on +353 (0)1 514 4912 or log on @www.archer.ie for more details