ICT Service Delivery Manager

Date: 11-Jan-2022

Location: Dublin, Ireland

Company: Ornua Co-operative Limited



Ornua is a dairy co-operative which sells dairy products on behalf of its Members; Ireland’s dairy processors and, in turn, Irish dairy farmers.  It is Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide.  Headquartered in Dublin, it has annualised sales of over €2.3 billion and a global team of 2,850 employees.  Ornua operates from 10 business units worldwide, including 16 production facilities, and has sales and marketing teams working in-market across all four corners of the globe.


The Group is structured across two divisions: Ornua Foods and Ornua Ingredients.


Ornua Foods is responsible for the marketing and sales of Ornua’s consumer brands including Kerrygold, Dubliner, Pilgrims Choice, Kerrygold Avantage, Forto, and BEO.  Markets are served by production facilities and in-market sales and marketing teams in Africa, Asia, Germany, Ireland, the UK, the rest of Europe, the Middle East, and the US.


Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of dairy ingredients to food manufacturing and foodservice customers across the world.  Ornua Ingredients is also responsible for managing volatility through de-risking and trading strategies. The business is supported by production facilities in Saudi Arabia, Spain, the UK, the US and by in-market teams in Africa and the Middle East.



Key Responsibilities:


  • Maintain a high-performance team ethos for the Service Desk and site services team.
  • Foster and Promote diversity and inclusion, continual learning, safety culture, trust, and progression within the Service Desk/Site services function.
  • Process Owner for Incident Management, Service Level Management, Major incident Management, Service Request management, Change Enablement, Reactive communications, and problem Management processes.
  • Responsible for driving continual service improvement (CSI) across the complete lifecycle of services and managing the CSI log.
  • Responsible for hierarchical and functional escalation processes.
  • Responsible for the coordination and communication for all major incidents including setting up major incident bridges, inviting the relevant teams/individuals, post incident reviews, Root Cause analysis (5-whys and Ishikawa) and setting up of reactive problem records.
  • Responsible for maintaining the Service portfolio (service catalogue, pipeline, and retired services)
  • Responsible for maintaining the integrated management system (IMS).
  • Responsible for organization change management with reference to the rollout or change of any end user applications/services.
  • Responsible for SLA reporting/trending to the business.
  • Responsible for developing and rolling out additional ITIL aligned processed in line with company goals and objectives i.e., Asset & Config Management, Event Management, Service availability, etc.
  • As part of change enablement, the SDM is responsible for ensuring all new or changed services are transitioned into support. The SDM will need to work closely with Project Managers to ensure projects are transitioned smoothly into Support.
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
  • Develop excellent day-to-day working relationships with all ICT teams, particularly the ICT Operations, Security and Project Delivery Teams.
  • Play a critical role in improving customer satisfaction and developing a service mindset amongst the Service Desk function.
  • To build relationships with service partners and ensure all services are delivered to the appropriate level of quality and agreed SLA.
  • Provide leadership to and drive the site service function, to develop a high performing team with a commercial and delivery focused culture, ensuring team members have clear objectives and clear role direction


Key requirements:


  • Bachelor's degree in Computer Science, Engineering or other computer related discipline
  • Master’s Degree in related field is preferred.
  • 10+ years of experience in IT field in general
  • 5+ years’ experience as a Service Delivery Manager, Vendor Manager, Client Relationship Manager
  • 5+ years of experience of leading a team of minimum 5-6 employees in a previous role is mandatory
  • Prior experience working within a global company, working across major geographic regions is mandatory
  • Management Experience - leading Service Delivery and Site Services scattered Teams across Ornua Group
  • Experienced in working closely with project teams for service design, service transition and service acceptance phases
  • Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.
  • Able to work under pressure and meet deadlines
  • Flexible to work on multiple projects
  • Experience in supporting large-scale on-prem and cloud-based applications across multiple lines of business
  • Strong interpersonal skills. Able to motivate and communicate with a team of people who may be based in different locations and with varying levels of expertise.
  • Influencing skills able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
  • Demonstrated ability to apply IT in solving business problems, excellent written and oral communication skills, excellent interpersonal skills, ability to motivate in a team-oriented, collaborative environment, and exceptional service orientation.
  • Understanding of manufacturing industry and operating environments is preferable
  • Experience leading teams and influencing senior management ideas and direction
  • Self-motivated, multitasking, reliable to deliver on time, a quick-thinker, be able to work in a fast-paced work environment
  • Experience with using SysAid, ServiceNow or similar tool
  • You will hold certification in one or some of, the following or equivalent:
    • Project Management
      • Project Management – PRINCE or PMI desirable
    • ITIL V3 or V4
      • ITILv3 Service Operations Certification is a minimum requirement
      • ITILv3 Service Transition Certification is a minimum requirement
      • ITILv3 Continual Service improvement is a minimum requirement


      • ITILv4 Managing professional


Key competencies

  • WORKING TOGETHER: Ensures own team effectiveness. Facilitates and leads cross-functional working.
  • CURIOUSITY: Creates an environment for innovative thinking. Rewards and recognises creative thinking and continuous improvement.
  • FORWARD LOOKING: Leads others through change and contributes to competitive challenges and functional strategic plans.
  • CUSTOMER FOCUS: Pays attention to customer satisfaction levels and builds good relationships.



Job Segment: Service Manager, Service Desk, Marketing Manager, Consulting, Procurement, Customer Service, Marketing, Service, Operations