Service Delivery Manager

Job Description

The Information Lab Ireland

We are a Data Strategy Consultancy. We help deliver fast decision-quality information that helps our customers turn their data into a competitive advantage. Our clients consist of Global Enterprise Organizations seeking to undergo a comprehensive Finance Function transformation or achieve substantial growth in data maturity, leading to a corresponding impact on their organisational culture.

Our core purpose is to create the next generation of data leaders, who will develop solutions that will benefit people everywhere. We are committed to delivering exceptional results and creating long-term value for our clients. As a small, leading and rapidly scaling Data Analytics consulting firm, we prioritise excellence, collaboration, and a client-centric approach.

At The Information Lab, the well-being of our employees is one of our top priorities. A good work-life balance, encouraging continuous learning and development, celebrating each other’s successes and supporting each other in all that we undertake, underpin everything that we do. The business is currently remote first. This specific role will be a blend of remote and on-site. Being locally available to work in Dublin as and when required would be a necessary part of this role.

Role Purpose

The role of the Service Delivery Manager is pivotal to our solutions offering. This person will be responsible for overseeing the successful delivery of enterprise-level projects, service and solutions development for enterprise clients. This position requires exceptional communication, organisation, leadership and service delivery management skills to ensure client satisfaction and business growth. The Service Delivery Manager will collaborate closely with clients and internal BI, engineering and architecture teams to ensure seamless execution of long-term client engagements in planning and developing enterprise data solutions.

Role Responsibilities

1. Service Delivery Management

• Manage end-to-end project, program and service desk delivery, ensuring adherence to timelines, budgets, and quality standards.

• Develop service desk support requirements and SLAs

• Define service and project resource requirements

• Develop mechanisms to elicit and capture client feedback

• Ensure conformance to contractual, scope and SLA requirements

• Define service scopes, objectives, and deliverables in collaboration with clients and internal teams.

• Develop detailed service plans, resource allocation, and risk mitigation strategies.

• Monitor service progress, identify potential bottlenecks, and proactively implement corrective actions.

• Identify and manage change orders, in collaboration with commercial teams.

2. Client Relationship Management:

• Cultivate strong, trusted relationships with enterprise clients, acting as their primary point of contact for large/long-term engagements.

• Regularly engage with clients to understand their requirements, expectations, and overall satisfaction with the services provided.

• Address client feedback, concerns, and inquiries promptly and professionally.

• Upsell additional services and offerings based on client needs and business opportunities, working with the commercial team to develop backlog and client roadmaps.

3. Team Leadership and Collaboration:

• Lead and motivate internal and client teams, fostering a collaborative and high-performance culture.

• Provide guidance, mentoring, and support to team members, ensuring their professional development.

• Collaborate with various internal teams to align efforts and optimize service outcomes

4. Performance Measurement and Reporting

• Develop and maintain key performance indicators (KPIs) to track service success and client satisfaction.

• Prepare regular performance reports for clients and senior management, highlighting achievements and areas for improvement.

5. Continuous Improvement and Best Practices

• Identify opportunities for process improvement, efficiency gains, and innovation within service delivery.

• Promote best practices and standardization across service management methodologies.

6. Risk Management

• Escalate risks through appropriate client and internal channels real-time

• Anticipate and manage service risks, implementing mitigation strategies to avoid potential issues.

• Ensure compliance with data security, privacy, and regulatory requirements, including ISO 27001/2 and GDPR.

7. Financial Management

• Work with the finance team to oversee service budgets, ensuring accurate cost tracking and effective resource allocation.

• Monitor service financials and take necessary actions to maintain profitability.

Type of Person

Package and Rewards

• A competitive Salary circa €70k to €90k, depending on experience. Health Insurance + Pension, Excellent work life balance. The role is a blend of remote and on-site, being locally available to work in Dublin would be a necessary part of this role.

• Training and continued support in data analytics, data engineering and business consulting as it relates to enterprise data analytical projects.

Our Values

At the Information Lab, we live by and make decisions based on our core Values and Principles:

• Believe in win-win-win - We have a 10x focus on our customer and employee experience. We ensure our team can embrace their passions to grow into the best version of themselves and our customers get the solutions they need. If we achieve this our business will thrive and we all win.

• Inclusive always, diverse by design - We are stronger together by having open and honest internal communications, trusting each other and respecting our colleagues' perspectives. This is enhanced by the diversity of people, thoughts, perspectives, capabilities, passions and experiences we need to succeed.

• We know what to do with messy - Through our analytical capabilities, we bring order and simplicity to our customers in the stories we uncover, that are hidden in the complexity, chaos and messiness of their data

• Ingenuity, creativity and learning - We foster innovation, ingenuity and lifelong learning in all aspects of our business – our offerings, the experiences we provide, our people, the long term relationships we nurture and in our structures and management.

• Ethical, honourable, responsible and conscientious - We have a responsibility to our people, our partners and the planet. We engender good ethics, only work with customers who do and use our skills and expertise to improve the society we live in.

• Communication - We value open and proactive communication excellence, we foster a culture of collaboration, transparency, and trust, enabling us to deliver exceptional results and build strong relationships with our team members and customers.