Wallace Myers International Executive Recruitment & Professional Staffing

Liliana Silva

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Head of IT Services & Support

€65000 - €85000 per annum benefits


My client has stores, warehouses and offices across in Ireland and Northern Ireland. They are looking for a highly experienced candidate to lead our IT Service Delivery team. As the Head of IT Service & Support, you will be responsible for delivering high quality service to end users, and to ensure support processes are in place to meet business needs.

You will also be responsible for the supervision and monitoring of all IT systems within the business and identifying and implementing service improvements.

The right candidate will be someone with significant and demonstratable hands-on experience of managing large scale IT Service Delivery within a large organisation. The candidate should be results driven, thrive under pressure and be comfortable communicating and influencing people company-wide and across all levels of seniority.

What you'll do

  • Overall ownership of IT service & support delivery through definition and management of customer and department SLAs and operational KPIs
  • Reporting and communicating with senior management and the wider business on IT service delivery
  • Management of major incidents, ensuring timely escalation and communication to the relevant teams and stakeholders
  • Overseeing the creation and management of knowledgebase articles for known queries and communicating in a timely manner to the business
  • Oversight of first level support activities to all office and warehouse operations environments, and second level support to all retail stores
  • Ensuring that support activities are performed in defined subject areas, including for IT hardware and workplace software
  • Overseeing the processing of IT service requests and orders within the IT service catalogue, including hardware, software, permissions & services
  • Implementing and driving the ITIL framework for incident, problem, service request & escalation management, order fulfilment and continous service improvement
  • Completion and oversight of monitoring activities within the IT infrastructure and major systems and components to ensure high levels of system availability and speedy resolution of incidents
  • Managing and leading a highly motivated team of employees as set out in the company principles and the company mission statement
  • Setting objectives and encouraging the targeted, professional and personal further development of all team members

What you'll need

  • Minimum 4 years' relevant experience in an IT leadership role preferable, ideally gained within a large international organisation
  • Strong interpersonal skills, with the ability to communicate, influence and negotiate with senior stakeholders to obtain results and instigate change
  • Highly motivated, flexible with the ability to thrive in a high-paced environment and on work on own initiative
  • Proven history of demonstrating good judgement in navigating challenging issues and in recommending an appropriate course of action;
  • Proficient in project management with an ability to set and achieve goals, meet deadlines and multi-task
  • Results driven, dynamic, decisive with the ability to react to changing situations and execute quickly;
  • Working knowledge of agile methodologies would be beneficial
  • Full clean driver's license essential
  • German language skills an advantage

What you'll receive

  • €65,000 rising to €85,000 over 5 years
  • Company Car
  • 25 days holidays per annum
  • Private employee medical insurance
  • Company pension after six month's service
  • Flexible start and finish times
  • Initial training and on-going development from an experienced team member
  • Excellent opportunities for career progression
  • Dynamic work environment
  • New office facility with free parking
  • On-site gym and canteen
  • Up to 2 days remote working per week

At Wallace Myers International Recruitment Agency we specialise in sourcing professionals for key industries and services. See our website for more details.

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This position was pPosted on 04 Nov 2022

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