Senior IT Lead and Delivery Manager

About the Role

We are seeking a Senior IT Lead and Client Success Manager based in Dublin, Ireland. This full-time, on-site position involves overseeing IT operations across two Dublin sites, focusing on enhancing service delivery and client satisfaction. Reporting directly to the Head of IT Infrastructure and Head of Service Delivery, you will play a critical leadership role to align technology with business growth and customer success.

Key Responsibilities

• Serve as a member of the Dublin Leadership Team, influencing technology strategies and regional initiatives.
• Manage regional IT operating and capital budgets to ensure investment yields measurable returns and operational improvements.
• Foster strong partnerships with clients, Technical Account Managers, and senior stakeholders to position IT as a trusted business partner.
• Drive client retention, business expansion, and new opportunity creation through excellent technology delivery.
• Maintain ownership of IT service delivery across both sites, ensuring compliance with SLA and OLA targets.
• Prepare and deliver Quarterly Business Reviews covering service performance, infrastructure status, risks, and proposed improvements.
• Lead governance activities including change management, security protocols, GDPR compliance, and business continuity planning.
• Chair or actively participate in Change Advisory Board meetings, particularly concerning high-risk technical changes.
• Provide leadership and mentorship to a team of 3 to 5 Desktop Support Engineers, overseeing performance, coaching, and succession planning.
• Serve as the senior escalation contact for Priority 1 and Priority 2 incidents, managing critical incident responses and updating executive stakeholders.
• Oversee and enhance a 24/7 on-call support system.
• Ensure high availability and performance of enterprise networking (Fortinet & Juniper), local infrastructure and data centers, end-user computing, audio-visual technology, enterprise client applications, and collaboration platforms.
• Identify and implement opportunities to modernize infrastructure and drive continuous service improvement initiatives to enhance user experience and reduce operational costs.

Candidate Requirements

• At least 8 years of experience working within enterprise IT environments.
• Minimum 5 years in leadership roles managing IT teams in BPOs, Managed Services, or large enterprises.
• Proven experience in people management, leading technical teams, and fostering development.
• Strong commercial insight with experience handling operational budgets.
• Demonstrated capability in managing enterprise service delivery and engaging with stakeholders.
• Technical proficiency in one or more of the following areas: ITIL v4 Foundation; Fortinet and Juniper networking; Microsoft Azure and/or AWS; Active Directory and Okta; ServiceNow and/or Jira Service Management; enterprise infrastructure; hybrid IT environments; Identity and Access Management; IT Governance; Change Management; Business Continuity and Disaster Recovery; GDPR and Information Security.
• Ability to communicate complex technical matters into business-friendly language.
• Skill in influencing senior and executive-level leaders.
• Resilience and composure during high-pressure critical incidents.
• Strong interpersonal skills for building trusted relationships internally and externally.
• Leadership style marked by accountability, collaboration, and prioritizing customer success.
• Proactive approach to identifying and implementing improvements and innovations.

Why Join Us?

This is an excellent opportunity within a growing organization where IT plays a pivotal role in operational success. You will lead strategic IT projects that shape business outcomes, collaborate with global clients and senior management, drive technological innovation, mentor a skilled technical team, and have meaningful impact on customer satisfaction and business expansion.

Compensation

The annual salary range for this position is €60,000 to €70,000.