Location
Ireland - Kerry
Contract Type
Permanent Full Time
Closing Date05/02/2026
Fexco Tech are currently recruiting for a IT Service Delivery Manager to join their team. This role is a permanent, full-time position with the opportunity to work from our offices based in Killorglin, Co. Kerry with flexibility to work a hybrid model.
Job Purpose:
As part of Fexco Tech, the IT Service Delivery Manager plays a critical role in ensuring the smooth, efficient, and customer‑focused delivery of IT services across the organisation. This role is accountable for driving operational excellence, strengthening service performance, and embedding a culture of continuous improvement aligned with business and technology strategy.
You will lead a multidisciplinary team of service analysts and infrastructure engineers across both Applications and IT Infrastructure, ensuring service stability, high-quality delivery against service level agreements, and effective incident, problem, and change management. A key aspect of the role is proactively planning capacity, scheduling work effectively, and evolving services to support a modern, cloud-first engineering-led environment.
You will champion process optimisation, automation, and agile ways of working while maintaining ISO 20000 accreditation and ensuring compliance with regulatory and security requirements. Through strong leadership, collaboration, and a commitment to service excellence, you will ensure that IT services are reliable, resilient, and continually improving to meet internal and external customer expectations.
Main Responsibilities:
The successful candidate will be responsible for:
People Leadership \& Team Management
Lead, mentor, and develop service analysts and infrastructure engineers across applications and infrastructure teams.
Plan and manage team capacity, ensuring appropriate resourcing to support service demands.
Oversee day‑to‑day scheduling and prioritisation of workloads across teams.
Provide coaching and guidance to develop technical, operational, and behavioural capabilities.
Promote a culture of accountability, and continuous learning focused on service excellence.
Service Delivery \& Operational Excellence
Monitor service health, performance, and trends to identify risks early and prevent service impact.
Ensure adequate capacity, availability, resiliency and service quality to meet business expectations.
Ensure delivery of changes adheres to change control criteria and production stage gates.
Drive continuous improvement through structured service reviews, improvement plans, and optimisation iniatives.
Maintain service documentation, operational processes, and readiness assessments.
Incident, Problem \& Risk Management
Champion effective incident and problem resolution with clear coordination and communication
Oversee major incident response within your domain and coordinate technical teams to minimise business impact.
Ensure root cause analysis leads to meaningful, measurable service improvements.
Maintain readiness for business continuity ensuring resilience aligns with RTO/RPO requirements.
Stakeholder Management \& Communication
In partnership with our Service Delivery Managers, build strong relationships with business units, communicating service performance transparently and effectively.
Translate technical information into clear, meaningful business language for stakeholders.
Understand stakeholder needs and ensure commitments are realistic, tracked, and delivered.
Partner with Product, Engineering, Security, and Compliance to ensure secure, compliant service delivery.
Service Performance \& Continuous Improvement
Monitor customer sentiment and service quality, taking action where service levels fall short.
Lead service improvement initiatives aligned with SFIA improvement mindset.
Own service reporting, and dashboards, to provide insights for business and technical stakeholders.
Governance \& Compliance
Ensure compliance with ISO standards, ITIL practices, and regulatory requirements (PCI, DORA, GDPR etc.).
Support audit activities and maintain accurate, reliable service data and processes.
Ensure security, privacy, and ethical principles are upheld within all service operations.
Qualifications / Experience Required:
Proven people leadership in IT service delivery or operations, managing diverse technical teams.
Hands-on experience in capacity management, and workload planning.
Technical background across both applications and infrastructure – comfortable engaging with technical teams without needing deep hands-on expertise.
Third Level qualification in IT/relevant field or demonstrable similar experience in a current/past role.
Strong working knowledge of ISO 20000 \& ITIL (Intermediate Qualification is an advantage.
Excellent communication skills with the ability to translate technical topics for business audiences
Track record of continuous improvement, data-driven decision making, and stakeholder relationship management.
Working knowledge of Platform Engineering, DevOps, and SRE is highly desirable.
Understanding of software development practices, project management and agile methodologies is an advantage.
Prior experience servicing hybrid environments across public cloud and on-prem datacentres is a significant advantage.
Competencies Required:
Communication and collaboration – clear, timely, and audience-appropriate.
Leadership and decision-making – guides teams, takes ownership, and makes balanced calls.
Improvement mindset and problem solving – proactively identifies opportunities and delivers results.
Planning and adaptability – organises work and responds to change without sacrificing quality.
Digital mindset and ethics – use modern tooling while upholding security, privacy, and compliance.
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.