Find Contact center team leader Jobs in Dublin, D

Senior IT Lead and Delivery Manager
Teleperformance —Dublin 07, County Dublin
- Full-time
- Azure
- Management
- Computer Science
Onboarding Advisor - NL/DE Speaking
eBay Inc. —DUBLIN 15, County Dublin
- €45,240 a year
- Full-time
- Sales
- English
- Business development
12d
eBay Ads Management TM German Speaking
eBay Inc. —DUBLIN 15, County Dublin
- Full-time
- Salesforce
- English
- Microsoft Office
11d
Operational Key Account Manager
DSV —Dublin, County Dublin
- Full-time
- Sales
- English
- Master's degree
- Annual leave
Air Logistics Operational Care Expert
Kuehne+Nagel —Swords, County Dublin
- Weekend availability
- Microsoft Excel
- Microsoft Office
- Time management
- Annual leave
- Employee assistance program
13d
Executive Director, Global Patient Safety Sciences Delivery
Regeneron —Dublin, County Dublin
- €172,500–€288,300 a year
- Doctoral degree
- Master's degree
- Business
- Annual leave
Head of Data Intelligence, Director
Citi —Dublin, County Dublin
- €130,000–€230,000 a year
- Full-time
- Management
- Master's degree
- Bachelor's degree
Tech Events Coordinator - Dublin - 6 month FTC
Algomarketing® —Dublin, County Dublin
- Hybrid work
- Google Suite
- Sales
- Project management
Quick apply
Finance Manager, EMEA Data Center Finance team
Amazon Data Services Ireland Limited —Dublin, County Dublin
- Full-time
- Microsoft Access
- Oracle
- Finance
Workshop Supervisor, Dublin, Sandyford- IE
Tesla —Dublin, County Dublin
- Full-time
- English
- Analysis skills
- Communication skills
Financial Crime Advisory Consultant
NTT Ltd —Dublin, County Dublin
- Full-time
- Hybrid work
- Master's degree
- No degree
- Agile
Production Support Analyst
eBay Inc. —Dublin, County Dublin
- Weekend availability
- Oracle
- Master's degree
- SQL
Software Vendor Management
eBay Inc. —Dublin, County Dublin
- Full-time
- Project management
- Presentation skills
- Bachelor's degree
Clinical Research Associate
Grifols Worldwide Op Ltd —Dublin, County Dublin
- Full-time
- Bachelor's degree
- In-person
Software Development Manager, Shield (Anti-DDoS)
Amazon Data Services Ireland Limited —Dublin, County Dublin
- Full-time
- Computer Science
- Engineering
- AWS
Business Command Center Major and Cyber Incident Region Lead (SVP)
Citi —Dublin, County Dublin
- €119,760–€179,640 a year
- Full-time
- Hybrid work
- Master's degree
- Bachelor's degree
- Leadership
Hardware Asset Manager
eBay Inc. —Dublin, County Dublin
- Full-time
- Inventory control
- ERP systems
- Microsoft Office
Manager European CBT Markets - FTC
eBay Inc. —Dublin, County Dublin
- Full-time
- Hybrid work
- Spanish
- Sales
- English
SAP EWM Consultant
Accenture —Dublin, County Dublin
- Full-time
- System design
- Bachelor's degree
- Business
Director, Card Acquiring & Processing Operations – UK & EU
paypal —Dublin, County Dublin
- Full-time
- Analysis skills
- Bachelor's degree
- Leadership
- Annual leave

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Senior IT Lead and Delivery Manager

Teleperformance -
Dublin 07, County Dublin

Apply Now

Job details

Full-time

Qualifications

Jira
Azure
Management
Computer Science
BMC Remedy
Master's degree
AWS
ServiceNow
Business
Leadership
Communication skills
Help desk
Juniper

Full job description

Overview:

Senior IT Lead and Delivery Manager

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

Salary: DOE

Role Purpose

The Senior Lead and Delivery Manager - Technology integrates high-level commercial strategy and regional leadership with rigorous operational governance and team management. This hybrid profile ensures that the leader is not only driving revenue and client retention at the executive level but also directly steering technical execution on the ground.

Serving as the definitive bridge between technology delivery, client satisfaction, and commercial success, this leader acts as the "face of IT" on the Dublin leadership board while maintaining hands-on accountability for service delivery excellence. The role manages 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.
Incident & Problem Escalation: Serve as the primary point of contact for all critical (P1/P2) incidents, coordinating rapid resolution and post-incident reviews.
Global Client Suites: Oversee the performance, access management, testing, and compliance of enterprise Global client application suites and collaborative tools.
Cross-Site Governance: Standardise processes, asset management, and service deployment across both Dublin physical sites.
Performance Reporting: Design, generate, and present weekly, monthly, and quarterly business reviews (QBRs) to senior stakeholders, detailing system health, KPIs, and operational metrics.
Change & Risk Management: Approve high-risk technical changes via the Change Advisory Board (CAB) and enforce global security policies, data privacy compliance (GDPR), and business continuity/disaster recovery (BCDR) plans.

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 (CSI): Identify emerging technologies and deploy Continual Service Improvement (CSI) frameworks to eliminate service bottlenecks and optimize operational costs and efficiency.
ITSM Tools: Maintain expert proficiency using service management platforms such as ServiceNow, Jira Service Management, or Remedy.

5. Stakeholder & Vendor Management

Client Relationship: Build trusted relationships with global client stakeholders, aligning MSP delivery with changing corporate IT strategies.
Vendor Accountability: Monitor third-party vendor contracts, holding external suppliers accountable to agreed service standards.
Change Advisory: Review and approve high-risk technical changes via Change Advisory Boards (CAB) to eliminate localized business disruption.

Soft Skills & Professional Attributes

Communication: Exceptional verbal and written communication skills tailored for C-suite presentations and engineering debriefs.
Crisis Management: Calm under pressure with a decisive approach to managing high-severity service outages.
Mobility: Flexibility to travel frequently between both Dublin-based sites as required by operations.

Candidate Profile

Experience: 12+ years in high-volume IT environments, including at least 5 years in BPO or Managed Services leadership.
People Management: At least 2–3 years of direct line management experience explicitly leading desktop support or helpdesk teams.
Enterprise Scale: Proven track record supporting large-scale, global corporate clients across multiple physical campuses.
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, Jira Service Management, or Remedy.
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.

Apply Now

Refine Your Search

contact center team leader jobs in dublin, d

Senior IT Lead and Delivery Manager

Onboarding Advisor - NL/DE Speaking

eBay Ads Management TM German Speaking

Operational Key Account Manager

Air Logistics Operational Care Expert

Executive Director, Global Patient Safety Sciences Delivery

Head of Data Intelligence, Director

Tech Events Coordinator - Dublin - 6 month FTC

Finance Manager, EMEA Data Center Finance team

Workshop Supervisor, Dublin, Sandyford- IE

Financial Crime Advisory Consultant

Production Support Analyst

Software Vendor Management

Clinical Research Associate

Software Development Manager, Shield (Anti-DDoS)

Business Command Center Major and Cyber Incident Region Lead (SVP)

Hardware Asset Manager

Manager European CBT Markets - FTC

SAP EWM Consultant

Director, Card Acquiring & Processing Operations – UK & EU

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