Service Delivery Manager

Role overview

This position is a senior service delivery role supporting MIPSL, Microsoft Ireland Payment Services Limited, a newly established and regulated payments business in Dublin. The role sits at the intersection of service governance, outsourced operations, risk oversight, and operational resilience, with a strong focus on improving how critical third-party services are managed and monitored.

The successful candidate will work across business, compliance, procurement, legal, and supplier teams to strengthen governance, improve performance, and keep outsourced arrangements aligned with regulatory and internal requirements. The role suits someone who likes creating structure, improving processes, and using AI-enabled methods where appropriate to make service delivery more efficient and controlled.

Microsoft’s purpose is to help every person and organisation on the planet achieve more. The company’s culture is built around growth, innovation, collaboration, respect, integrity, accountability, and inclusion.

What you will do

You will oversee outsourced service delivery for MIPSL and make sure providers meet their contractual commitments, KPIs, SLAs, and regulatory obligations. You will create clear visibility into service performance, run structured vendor reviews, and prepare concise updates for decision-makers, including trends, risks, dependencies, and recommended next steps.

You will also be responsible for identifying, escalating, and tracking service risks, incidents, supplier failures, and contract issues through to resolution. When required, you will escalate matters to governance forums such as the Outsourcing Committee and ensure issues are properly investigated, recorded, and followed up.

The role covers the full outsourcing lifecycle, including provider evaluation, due diligence, criticality assessment, onboarding, contract amendments, and oversight of sub-outsourcing arrangements. You will work closely with procurement, legal, compliance, and internal stakeholders so that outsourced services remain properly governed and contract terms continue to meet operational and regulatory expectations.

In addition, you will contribute to business continuity, exit planning, and contingency preparation, while keeping outsourcing records accurate and audit-ready. You will help strengthen control quality and service outcomes through disciplined documentation, process improvement, and the practical use of scalable ways of working, including AI-enabled tools where suitable.

Required qualifications

Applicants should hold a bachelor’s or master’s degree in business or a related field, or have equivalent experience. The role also calls for background in operations, program management, process management, or a similar area.

You should understand outsourcing governance and outsourced service delivery in a regulated environment. Experience with vendor or service provider management is important, especially across performance monitoring, sourcing, due diligence, and risk assessment, along with incident handling, escalation management, operational resilience, and risk-based issue resolution.

Preferred experience

It will be an advantage to have experience creating governance updates, risk summaries, decision papers, audit evidence, or materials that support regulatory reviews. Practical involvement in incident management, remediation tracking, control updates, or service improvement actions is also desirable.

Experience managing outsourcing records, contract files, supplier documentation, risk logs, or governance documentation will be useful. Familiarity with contracts, SLAs, KPIs, purchase orders, invoicing, and related service governance processes is also preferred.

Strong stakeholder management, the ability to work through ambiguity, and the confidence to bring clarity and alignment across teams are important. You should also bring process design, operating model, and continuous improvement capability, with the ability to adopt AI-enabled approaches in practical ways. Good judgment, communication, prioritization, and documentation skills are essential.

Compensation and notice

The base pay range for this level in Ireland is €80,000 to €136,400 per year. Some roles may also qualify for benefits and additional compensation.

This opening will remain available for at least 5 days, and applications will continue to be accepted until the position is filled.

Equal opportunity

Microsoft is an equal opportunity employer. All qualified applicants are considered without regard to age, ancestry, citizenship, colour, family or medical leave status, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, disability, political affiliation, veteran or military status, race, ethnicity, religion, sex, sexual orientation, or any other protected characteristic under applicable law. Reasonable accommodation support is available for disability-related needs and religious accommodation requests during the hiring process.