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Dublin City, County Dublin, Ireland

Role: Service Delivery Manager
Job Type: Permanent    
Location: Dublin

Can you deliver in a high-pressure, dynamic environment working to tight SLAs?
Ready to use your Airline Domain Knowledge?

We have the perfect job for you - Service Delivery Manager.

Careers at TCS: It means more  
TCS is a purpose-led transformation company, built on belief. We don’t just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in Ireland and worldwide. For you, it means more opportunity to make an impact that matters, through challenging projects which demand ambitious innovation.                

  • Build and maintain strong relationships with key stakeholders.
  • Interact with different teams within the company.
  • Work with some of the brightest minds of the industry.

The Role
The Service Delivery Manager is responsible for ensuring that the Service Delivery team carries an exceptional customer experience that will result in increased business engagement and customer satisfaction. Closely work with Offshore and near shore teams to deliver the services.

  • Establish and maintain strong relationships with internal and external stakeholders.
  • Handle escalated situations in which additional oversight and assistance is required.
  • Participate in Aer Lingus P1 and Major Incident Technical bridges.
  • Keep a view of all the Incidents and Service Requests raised for Aer Lingus users; conduct weekly connects with Support teams to ensure incidents and requests are not aged and are resolved on time. Report it back to Aer Lingus on a weekly basis.
  • Ensure Aer Lingus service operations process are aligned and delivered as per guidelines set up IAG TECH.
  • Identify opportunities of improvements in operations and drive it for Aer Lingus and feed back to TCS CSIP manager track and report to IAG TECH.
  • Accountable for achievement of all client KPI’s and contractual obligations, responsible for the overall performance of TCS scope of operations.
  • Organise monthly, quarterly, and yearly performance reviews with stakeholders and develop relationships and feedback channels to improve continuously the services.

Key Skills/Knowledge 
  • In-depth working knowledge of service management processes (Incident, Problem and Change Management).
  • IT skills to understand and articulate infrastructure and application problems to stakeholders as appropriate.
  • Commitment to delivering customer service excellence and high-quality work.
  • Demonstration of self-motivation, self-confidence, flexibility, adaptability, and open-mindedness.
  • Ability to anticipate, successfully negotiate and solve problems. Able to resolve conflicts when they arise.
  • ITIL V3 Certified.

Experience Required:  
  • Airline Domain knowledge or relevant industry experience.
  • Good experience in monitoring tools such as Nagios, Tivoli, Splunk, Dynatrace, Cloud watch.
  • Ability to deliver in a high-pressure, dynamic environment working to tight SLAs.
  • Good experience with ServiceNow ITSM tool & Reporting.
  • Proven experience in IT in large corporate environments. 

Rewards & Benefits        
TCS is consistently voted a Top Employer in the UK&I and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.             
Diversity, Inclusion & Wellbeing               

At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.  

We encourage applications from all sections of society. As an equal opportunity employer, we do not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, sex, pregnancy and maternity, citizenship, marital, domestic or civil partnership status, sexual orientation, gender reassignment, gender identity, or any other basis as protected by applicable law.

TCS is committed to working with and providing reasonable accommodations to its employees and applicants for employment to ensure that individuals with disabilities enjoy equal access to all employment opportunities. If you are an applicant who needs an accommodation due to a disability to complete an employment application or during any phase of the hiring process, please contact us at Rebecca.mcclelland@tcs.com with the subject line: "Disability Accommodation Request".         

Due to a high volume of applications, we will be unable to contact each applicant individually regarding the status of their application. If you have not received a direct response within 30 days, then the application should be deemed unsuccessful.

Join us and do more of what matters. Apply online now.



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