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IT Service Delivery Administrator

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  • Contact:

    Ian Donnelly

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  • Published:

    4 months ago

I am recruiting for a leading financial Services company that have offices all over the globe. They are expanding their team in Dublin and have an opening for an IT Service Delivery Administrator


In this role you will support the management, monitoring and reporting activities related to the company’s SLA framework. It will ensure that all service level agreements (SLAs) for information technology services across the organisation are delivered. This includes applying best practices in developing, managing, and administering service performance metrics and managerial reports. The IT Service Delivery Administrator will also facilitate communication between the IT department and other business units to define and maintain the SLAs metrics specific for each business unit.





  • Support and assist the CIO in day-to-day management of SLAs
  • Create metrics for reporting the management and effectiveness of SLAs, as well as for compliance with established organisational needs and requirements
  • Monitor SLA performance and KPIs compared to desired and agreed performance levels
  • Provide recommendations based on analysis of trending information and assist in SLA change management activities, including follow-up checks for corrective actions
  • Assist in developing and implementing policies and procedures where SLAs are concerned
  • Establish and maintain regular communications with the organisation’s executives, department heads, and end users regarding SLA activities and changes
  • Oversee continuous service level improvement initiatives associated with core processes and mission-critical systems



  • Minimum three years’ experience in a service level management capacity, including all aspects of SLA development and execution
  • Bachelor’s Degree in related field is preferable but not required
  • Strong knowledge of ITIL is a must.
  • Strong technical skills, including ability to understand, process, analyse and report service metrics
  • Ability to deal tactfully with people in various seniority levels
  • Ability to work under pressure, formulate and articulate solutions and defend assumptions
  • Intermediate experience with MS Outlook, MS Word, and MS Excel
  • Show distinct strategic and critical thinking, work through ambiguity and pay attention to detail
  • Highly self-motivated and feature the ability to work independently



All applicants must have either a valid stamp 4 visa or European passport to apply for this role. For more information, please contact Ian Donnelly at