IT Services Manager, ITIL Certified

3 days ago

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TEKenable Ltd

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Artificial Intelligence • Cybersecurity • SaaS

TEKenable Ltd. is a technology consulting firm specializing in AI, data transformation, and cloud solutions to facilitate business transformation. With expertise in Microsoft platforms such as Dynamics 365 and Power Platform, TEKenable offers tailored solutions in areas including data analytics, cyber security, and the Internet of Things (IoT). The company is committed to delivering innovative digital solutions that enhance revenue, reduce costs, and empower employees, supporting clients across various sectors including healthcare, finance, and manufacturing.

201 - 500 employees

Founded 2002

🤖 Artificial Intelligence

🔒 Cybersecurity

☁️ SaaS

📋 Description

• Manage, mentor, and develop a diverse team of support engineers across multiple locations and shifts. • Foster a collaborative, accountable, and high-performance culture. • Conduct regular 1:1s, feedback sessions, and performance reviews. • Oversee onboarding, training, and workforce planning. • Coordinate daily support operations, ensuring adherence to ITIL-aligned processes (Incident, Problem, Change, Request Fulfilment). • Act as the operational bridge between service management and technical teams. • Ensure service levels, KPIs, and contractual obligations are consistently met. • Serve as the primary escalation point for critical incidents and team issues. • Support client engagement and act as the main operational contact for assigned clients. • Participate in service reviews, governance meetings, and operational reporting. • Build trusted relationships with client stakeholders and provide service performance insights. • Monitor incident/request volumes, escalation trends, and service performance. • Produce regular and ad hoc reports, dashboards, and KPI metrics. • Drive continuous improvement initiatives and ensure ITIL best practices are embedded. • Identify and address areas for improvement in service delivery and tooling.

🎯 Requirements

• - Strong grounding in ITIL v4 practices (Foundation certification required; Intermediate/Managing Professional desirable). • - Proven experience in managed service delivery coordination within enterprise environments. • - Familiarity with incident, problem, change, and request management processes. • - Experience working in multi-location delivery models, ideally with offshore/nearshore coordination. • - Strong stakeholder management and communication skills, with the ability to bridge technical and business perspectives. • - Analytical mindset with experience in KPI tracking, reporting, and service performance analysis. • - Exposure to Microsoft technology stack (Business Central, Dynamics 365 or Power Platform) • - Previous experience using ITSM Platform • TEKenable's culture is built upon the values of* resilience*, *heartfelt service*, *always striving* and *insatiable curiosity*. You can learn more about our values at www.tekenable.ie. Candidates applying for this role need to be able to demonstrate how they have applied these values in other roles and how they'll contribute to them, should they be successful. • At TEKenable we foster a culture of diversity and inclusion as we pride ourselves on being a company represented by people of all different backgrounds and orientations. We are committed to providing equal employment opportunities regardless of gender, disability, sexual orientation, generation, ethnicity, religion, family or parental status, neurodiversity or belief.

🏖️ Benefits

• **Remote working** &** sustainability** - Experience the flexibility to work from Ireland or the UK, avoiding the stress of being stuck in car jams, saving valuable commute time to an office, while actively contributing to a lower carbon footprint and the fight against climate change. • **Equipment - **We'll set you up with a laptop and any other equipment you might need to get the job done. • **Flexible working hours **- Once pre-approved by line management, employees can benefit from flexibility around core business hours Monday to Friday. • **Health & life Insurance** - We offer a comprehensive health & life insurance to ensure your well-being and peace of mind. • **Pension Scheme** - A supportive employee pension scheme is offered to help you build a secure and comfortable future