Home-based (Northern or Republic of Ireland), Office (Belfast) or hybrid working (Northern or Republic of Ireland)

As we continue to grow, we are looking for a new Service Delivery Manager to join our Operational Services team and help our Irish and UK customers to be successful with ArcGIS. Operational Services deliver subscription-based services focusing on keeping our customers systems healthy.

The Service Delivery Manager is a customer facing role, with responsibility for the delivery of services to our customers. You will contribute towards the delivery of planned activities and coordinate changes to services. You will be responsible for providing customers with ongoing performance reporting and trend analysis adding insight and recommendations to provide value to the customer. Knowledge of Esri products is an advantage but not essential for this role.

Working across a number of customers in different markets your key responsibilities as a Service Delivery Manager would be to:

• Build excellent customer relationships:You will be a key point of contact with our customers and building strong relationships is core to successful service delivery.
• Change and release management::Co-ordinate changes approvals for the plans for upgrades, changes and co-ordinate future releases to environments.
• Incident management: Lead on incident management for your customers, collaborating with colleagues and ensuring clear regular communications with the customer.
• Support and trend analysis:Monitor incident trends and adopt a proactive approach to addressing service-related issues.
• Report on service performance: provide customers with ongoing performance reporting, insight and recommendations to provide value to the customer.
• Escalation:act as point of escalation for service-related issues.
• Enhance customer experience: work with colleagues from across the business to identify, prioritise and implement service improvements.
• Collaborate:with engagement teams to grow accounts and deliver new services and environment upgrades.
• Automate: identify opportunities to automate, streamline and improve processes and reporting.
• Grow your knowledge and skills:There is a strong emphasis on personal development. Developing your technical, service delivery and soft skills will be key.

This would be a great career move if you:

• Have experience within a customer facing role in a technical environment
• Have great interpersonal, written/verbal communication, multi-tasking, and presentation skills
• Have an ability to understand a challenge from multiple perspectives and lead a team to a successful outcome
• Are self-motivated, but want to work in a close team, creating and nurturing relationships, and enthusiastic about delivering a high quality service.
• Have an ability to summarise complex technical issues in simple language
• Have an interest in developing your IT and cloud technology skills as well as knowledge and practical application of ITIL.
• Have an aptitude for process improvements.
• Can develop strong interdepartmental and cross-functional working relationships within a collaborative team environment
• Are self-motivated, good at creating and nurturing relationships, and enthusiastic about problem solving

We are keen to consider a wide range of candidates with varying experience, therefore your educational and industry backgrounds is not so important, but hands-on experience within a customer facing role in the technical industry is essential.

The location -This is an Ireland-based role due to face to face requirements with customers based in Northern Ireland, the successful applicant will be required to undergo security clearances. There is also an opportunity to work a mix of both in a hybrid model. We work virtual-first with most of our customers, however travel to customer sites will be required.

Full and part time applications welcome, please include a cover letter with your application.

We’re here to listen to and serve our customers, and believe that when our customers are successful, we’re successful.

Esri UK & Ireland is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to colour, race, nationality, ethnic or national origin, religion, sex, gender, sexual orientation, age, marital status, civil partnership or disability, or any other characteristic protected by law.