IT Service Delivery Manager

Cooneen Group is hiring. We require an IT Service Delivery Manager to be responsible for overseeing the efficient and effective delivery of IT services provided by outsourced providers to the Cooneen group. Responsibility for group cyber security, data management, and core infrastructure maintenance will also fall to the successful person. Reporting to the Director for Business Transformation and IT, the incumbent will be based at our Head Office in Fivemiletown. Responsibilities Manage a portfolio of IT services to support the business strategy and objectives across all sites and as defined in the Service Level Agreements. Ensure the portfolio of IT services is continually reviewed and aligned with current and emerging business needs. Act as a primary point of contact between the company and outsourced IT service providers. Manage incident escalations ensuring timely resolution of critical incidents. Build and maintain strong relationships with a range of providers, Infrastructure, Network, ERP, etc. Conduct regular service reviews to assess performance and develop improvement plans. Drive continuous improvement in service delivery processes. Maintain and review IT Infrastructure, ensuring products remain within supported life cycles and are aligned with business requirements and industry best practices. Work with IT Program Manager/Project Managers to seamlessly transition new IT services. Conduct internal IT audits. Serve as a subject matter expert (SME) in service delivery management. Develop IT Policies and train Cooneen group employees. Complete annual accreditations, penetration, and disaster recovery tests. Monitor cyber security alerts and take appropriate action. Complete daily/weekly/monthly checks on backups, license allocation, server rooms, virtual servers, etc. Manage budget. Act as technical lead and technical change approver. Oversee Infrastructure/Infrastructure software projects. Ensure effective oversight of Active Directory (AD) management including account provisioning and group policy. Manage business as usual access rights for new and existing users across all systems including periodic reviews. Perform any other duties deemed necessary by management. Maximize efficiency by supporting Cooneen Lean continuous improvement activities. Observe all Company Rules, Standard Operating Procedures, and Company Policies particularly in relation to Health and Safety, Harassment, Disciplinary, and ICT Security. This is not an exhaustive list of all responsibilities. The successful job holder will be expected to perform varying tasks as required by their line manager & the overall objectives of the organization. Reward At the Cooneen Group, we focus on the wellbeing of our employees. As an employee, you’ll receive a generous 35 days annual leave, a company-sponsored Healthcare Cash plan for you and two dependants, and a lunchtime finish on Fridays. Other benefits include an Employee Assistance program, enhanced Maternity/Paternity pay, a Social Committee, and regular social events; amongst a host of other benefits which can be discussed on application. Requirements Experience managing outsourced service providers. BSc in Information Technology or equivalent work experience. ITIL/ITSM qualification or equivalent work experience. Experience with Microsoft Servers, SDWAN/LAN administration, firewall, MS Exchange. Systems integration experience. Lean qualification (Green belt or similar). ISO 27001 experience. Experience with DarkTrace. Experience with Co-Pilot or emergency technology. Cyber security certification; CISSP, CISM, CompTIA+. As communication will be via email, please check your spam/junk folder. The Cooneen Group is an Equal Opportunities Employer. We reserve the right to enhance criteria on shortlisting.

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