Service Delivery Manager

About our Client

Our Client is a multinational is a company specialised in providing synthetic diamond, cubic boron nitride and other super hard materials for industrial use.

Job overview

The purpose of this role is to own stakeholder relationship and service delivery for commercial systems and Industrial IT (IIT) services for the Shannon site and provide Windows System Administrator functions consisting of installing, configuring, and supporting Windows based server infrastructure both on premise and in Microsoft Azure.

This includes performing maintenance and monitoring to provide continuous availability, security, server performance, availability of the file/print services, email, and Internet services in a 24/7 available environment.

Our Client retain the services of an outsources IT support company, a key requirement of this role is to work with the outsourced provider to ensure continuity of IT service to all staff globally.

Duties and tasks

· Monitor and control priority 1 and 2 calls (Incident Management)

· Ensure IT services are delivered according to standard operating procedures and/or agreed Service Level Agreements (SLA)

· Focus on customer service, troubleshooting and immediate time-bound response for the end user

· Escalate complex queries to the relevant regional support organisation

· Monitor the performance, cost & demand (quality and volume) within the business economic context and approved budgets

· Identify service improvement opportunities from data trend analysis and customer need/input

· Outsourced team management to ensure effective resource utilisation across the portfolio

· Manage, support, and ensure operating viability of LAN (Local Area Network) and WAN (Wide Area Network) both wired and wireless for all hours of operation, and report any abnormalities to the technical support manager

· Manage Active Directory privileges, access right and computer environment by using Group Policy

· Provide Microsoft M365 Email Server Support

· Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities

· Assist in the planning, design, documentation, and implementation of various information systems to include servers, network equipment, and software applications

· Ensure Windows server availability compliance to Service Level Agreements

· Support the Disaster Recovery Plan for networks and systems

· Ensure infrastructure systems and services are operating at optimal level to ensure business functions, high availability, and recoverability

· Install new or rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project or operational requirements

· Install new software releases, evaluate, and install patches and resolve security or software related problems

· Use a ticket management software to track progress on issues until resolution and closure

· Work with developers, DBA service providers and datacentre operators to coordinate the resolution of problems and issues

· Perform daily system monitoring, analyse logs, verify the integrity and availability of all hardware, server resources, systems and key processes, review system and application logs, and verify completion of scheduled jobs such as backups

· Ensure all IM services are delivered in a secure and resilient manner

Criteria skills

Qualifications and requirements

• A bachelor’s degree in a computer-related field or equivalent

• Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions, and to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes

• Ability to identify complex problems and review related information to develop and evaluate options and implement solutions

• ITIL V3 or V4 qualification

Competencies (in order of importance)

• Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations

• Attention to Detail — Job requires being careful about detail and thorough in completing work tasks

• Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude

• Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace

• Analytical Thinking — Job requires analysing information and using logic to address work-related issues and problems

IT Experience:

• Windows Server 2012- 2019

• Cisco Networking

• Microsoft Azure

• Microsoft M365

• Citrix

• Networker/ Backup Exec software

• VMware

• Hyper-V

• Microsoft SQL

Benefits