The Service Delivery Manager ensures services meet SLAs by collaborating with Operations to monitor KPIs and address quality issues promptly. This role oversees incident resolution to minimize disruptions, leads root cause analysis, and manages change processes for smooth, low-risk implementations.
Key responsibilities include gathering user feedback to improve service satisfaction, driving process enhancements with cross-functional teams, and maintaining accurate documentation and reporting on service performance. Additionally, the role supports team and end-user training, fostering continuous learning within service management.
About you
You are an experienced leader with a strong background in IT service management, skilled at building ITIL frameworks from the ground up, creating processes, and implementing process improvements. You possess significant expertise in ITIL environments, with excellent communication and interpersonal skills that enable effective collaboration with cross-functional teams and stakeholders at all levels.
You have strong project management abilities, demonstrating planning, organization, and prioritization skills. Your adaptability and commitment to continuous learning keep you current with industry changes.
Experience in a production or manufacturing environment is a plus, with a proven track record of managing large-scale service delivery and improvement initiatives.
Lean Six Sigma Green Belt certification is preferable.
About us
Operating through the Matthew Clark, Bibendum, Tennent’s, and Bulmers Ireland brands, the Group has a market-leading range, scale, and reach, including an in-depth understanding of the markets it serves.
From grass to glass, and everything in between, we grow, brew, manufacture, market, and deliver some of the world’s favorite drinks. C&C Group’s portfolio includes: Bulmers, the leading Irish cider; Tennent’s, the leading Scottish beer; Magners, the international premium cider; and a range of fast-growing, premium, and craft ciders and beers such as Heverlee, Menabrea, Five Lamps, and Orchard Pig.
We are committed to embedding sustainability in everything we do at C&C. While delivering joy to customers, we prioritize people and the planet, with a clear ESG vision for a better world. We support and develop our people to be their best, fostering a culture of collaboration and results.
We recognize that talent and experience extend beyond technical skills. If your background aligns closely with the role, we encourage you to apply. We value diversity and inclusion and invite all qualified candidates to apply. Please inform us if you require accommodations during the interview process.
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