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Technical Service Delivery Manager

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Technical Service Delivery Manager, Shannon Airport

ESP Global Services are currently recruiting a Technical Service Delivery Manager to be based at Shannon Airport. As the dedicated Technical Service Delivery Manager, you will manage the Service Delivery, Group Service Desk, Technical on-site team, technical support and customer satisfaction of Shannon Group.

Just some of the benefits ESP offer are free parking on site, pension, life assurance and 25 days holiday + bank holidays.

What does the role of Technical Service Delivery Manager involve?

  • Provide monthly reports on performance against KPIS, availability, planned charged and unscheduled outages.
  • Responsibility for the day-to-day management of the Windows Server infrastructure.
  • Provide service delivery management of the IT Help Desk and act as a single point of contact for Service Management issues.
  • To own the IT Service Desk function and effectively manage the ticket queues, staffing levels and reporting requirements.
  • To participate in occasional out-of-hour’s work within the department as required to resolve Incidents and ensure continuity of service.
  • Actively work with SGIS Management to understand the Shannon Group business requirements and goals.
  • Actively work with SGIS Management to manage and drive continual improvement in the Help Desk operations such as Incident management, Problem management and Change management – as per ITIL requirements.
  • Participate in Disaster Recovery / Business Continuity planning and testing.
  • Provide monthly reports the performance of the IT Help Desk.
  • Participate in Service Delivery planning and IS Strategy development with SGIS Management.
  • To fully manage the interface between the IT Help Desk and any of its 3rd party subcontracted suppliers and contractors.
  • Staff Management, fully managing all contract staff – ensuring that staff levels are as agreed at all times.

What Competencies/ previous experience do you need to have to be considered for the role of Technical Service Delivery Manager?

  • Proven experience in service delivery & service desk management
  • Proven line management experience
  • Demonstrable track record of technical acumen within Desktop IT platforms.
  • Strong windows server support/ knowledge
  • Excellent verbal and written communication with strong interpersonal skills
  • Knowledge of airport systems is desirable but not essential

To apply, please send your CV in or click the apply now button

Job type


Job location

Shannon Airport

Job contact

Sara Jackson

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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.

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