Junior Service Delivery Manager

Junior Service Delivery Manager

We are looking for a motivated and customer-focused Junior Service Delivery Manager to support the delivery and improvement of our support services. This is an exciting opportunity for someone with a solid foundation in IT service delivery or enterprise support who is ready to take the next step in their career. You will work closely with senior managers and cross-functional teams to ensure high-quality service delivery and contribute to continuous improvement initiatives.

This role will report to the Service Delivery Services Function.

Key Responsibilities

Service Quality & Performance Support

• Assist in tracking and reporting on customer SLAs and KPIs.
• Support implementation of service quality processes and help identify opportunities for service improvement.
• Help coordinate incident and problem resolution activities.
• Compile and prepare regular service performance reports.

Customer Relationship Support

• Maintain regular contact with assigned support customers.
• Help organise and participate in service review meetings.
• Assist with managing support escalations under senior guidance.

Change Management Support

• Assist in coordinating change requests, ensuring proper documentation and approvals are in place.
• Track the impact of changes on service delivery and escalate if issues arise.

Continuous Improvement

• Help identify inefficiencies in service delivery processes and suggest improvements.
• Participate in improvement initiatives focused on customer satisfaction and operational excellence.
• Support implementation of service quality processes and help identify opportunities for service improvement.

Skills, Knowledge and Expertise

· 2–5 years of experience in IT service delivery, support coordination, or a similar role

· Familiarity with enterprise applications, preferably Microsoft Dynamics or related platforms.

· Basic understanding of ITIL principles and service lifecycle stages.

· Experience using ITSM tools like ServiceNow or similar.

· Willingness to learn, take initiative, and grow into a senior service delivery role.

About Codec

Founded in Dublin in 1985, Codec was from the outset a company which sought to bring efficiency and transformation through best use of technology. With a combination of steady organic growth and a number of successful acquisitions across Europe, Codec has grown to become a full stack technology partner for a wide range of companies in the public and private sectors. Though originally best known as a hardware reseller, since 2010 Codec has focused on building an outstanding software consulting business with a team of experts implementing enterprise solutions using products from Microsoft and Oracle. Our customer base, revenues and average contract values have grown steadily year on year and we continue to invest in the provision of new product and service offerings. Our team is a careful mix of recent graduates and experienced professionals from a variety of diverse cultural backgrounds. We are a melting pot of seasoned consultants supported by the best talent from the local universities. We have a thriving placement student academy and graduate recruitment programme which grows year on year. This company is an equal opportunities employer.

Our Hiring Process

Stage 1: Applied

Stage 2: First Round Interview

Stage 3: Second Round Interview

Stage 4: Offer

Stage 5: Hired