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Senior IT Lead and Delivery Manager

Teleperformance -
Dublin 07, County Dublin

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Job details

Full-time

Qualifications

Jira
Azure
Computer Science
Master's degree
AWS
ServiceNow
IT
Business
Leadership
Juniper

Full job description

Overview:

Senior IT Lead and Delivery Manager

Location: Dublin, Ireland (On-site across two sites)

Salary: DOE

Reports to: Head of IT Infrastructure / Head of Service Delivery

Role Purpose

The Senior IT Lead & Client Success Manager serves as the definitive bridge between technology delivery, client satisfaction, and commercial success. This role acts as the "face of IT" on the Dublin leadership board while maintaining hands-on accountability for service delivery excellence. You will manage a complex ecosystem of global client applications and local infrastructure, ensuring that every technical initiative justifies its spend by directly supporting client retention and operational efficiency.

Key Responsibilities

1. Strategic Leadership & Commercial Stewardship

Site Representation: Act as the primary IT representative on the Dublin leadership board, driving success against stated KPIs and delivering the regional IT strategy.
P&L Ownership: Manage the regional IT OpEx and CapEx budget, linking every Euro of spend to ROI, cost-savings, or revenue-generating potential.
Client & TAM Interface: Act as the senior technical point of contact for key clients and Technical Account Managers (TAMs), positioning IT services as a value-add in pitches and renewals.

2. Operational Governance & Service Excellence

SLA/OLA Accountability: Own the end-to-end delivery of IT services, ensuring all Service Level Agreements and Operational Level Agreements are consistently met or exceeded.
Performance Reporting: Design and present QBRs to senior stakeholders, detailing system health, operational metrics, and team performance.
Change & Risk Management: Approve high-risk technical changes via the Change Advisory Board (CAB) and enforce global security, GDPR, and BCDR compliance.

3. Team Leadership & On-Call Steering

Direct People Management: Lead, mentor, and manage a team of 3 to 5 Desktop Support Technicians across both Dublin sites, overseeing their training, performance reviews, and capacity planning.
Escalation & Crisis Leadership: Serve as the ultimate point of escalation for P1/P2 incidents. During critical outages, steer the engineering team to swift resolution and manage all executive-level communications.
On-Call Rota Management: Implement and oversee a 24/7 support schedule, providing guidance and technical "steering" to the team during out-of-hours events.

4. Technical Ecosystem & Innovation

Infrastructure Management: Guarantee high availability for local networking (Fortinet and Juniper), data centers, end-user computing, and audiovisual (AV) technologies.
Application Stewardship: Oversee the performance and access management of enterprise client application suites and collaborative tools.
Continuous Improvement: Identify emerging technologies and deploy CSI frameworks to eliminate service bottlenecks and optimize operational costs.

Candidate Profile

Experience: 12+ years in high-volume IT environments, including at least 5 years in BPO or Managed Services leadership and 2-3 years of direct people management.
Framework Expertise: Certified in ITIL v4 Foundations (Managing Professional designation preferred).
Technical Savvy: Deep understanding of enterprise networking (Fortinet and Juniper), cloud (AWS/Azure), hybrid identity management (Okta/AD), and ITSM platforms like ServiceNow or Jira.
The "Bridge" Factor: Proven ability to translate complex technical issues into business-centric solutions for C-suite executives and non-technical stakeholders.
Education: Degree in IT/Computer Science, ideally supplemented by an MBA or business-centric certification.

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Role Purpose

Key Responsibilities

1. Strategic Leadership & Commercial Stewardship

2. Operational Governance & Service Excellence

3. Team Leadership & On-Call Steering

4. Technical Ecosystem & Innovation

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