Service Delivery Manager

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

The opportunity

We are looking for an experienced and driven Service Delivery Manager to join our ROI team. This is a fantastic opportunity to play a key leadership role, owning service excellence for a high-profile client while shaping how services are delivered, improved and evolved.

If you are passionate about customer success, continuous improvement, and leading high-performing teams, and enjoy working in a collaborative, fast-paced environment — we’d love to hear from you.

Location: Dublin, fully onsite opportunity.

About the Role

As Service Delivery Manager, you will be the trusted partner and primary point of contact for a key customer, accountable for delivering high-quality service operations and seamless service transition.

Reporting to the Head of Operations in Ireland , you will lead end-to-end service delivery across Service Desk, Deskside and Infrastructure Services, ensuring performance meets and exceeds SLA commitments while aligning with ATOS best practices and governance standards.

This is a highly visible role that combines customer engagement, operational leadership, and strategic input — ideal for someone who thrives on ownership and impact.

Key Responsibilities

• Act as the primary customer contact (SPOC) and Service Delivery SME for the account
• Ensure consistent delivery against contracted SLAs and KPIs, driving service excellence
• Lead continuous service improvement (CSI) through data-driven insights and reporting
• Own and oversee Change, Problem and Incident Management, including major incidents
• Build strong, trusted relationships with key customer stakeholders and internal teams
• Lead, coach and develop a high-performing service delivery team
• Collaborate across technical and account teams to support service strategy and innovation
• Manage third-party partners to ensure quality, performance and compliance
• Drive a culture focused on customer satisfaction, accountability and continuous improvement

Skills we can’t do without:

• 7+ years’ experience in IT Service Delivery or a similar leadership role.
• ITIL certification and strong knowledge of operating within this framework
• Strong background across Service Desk, Infrastructure, Networks, and End User Computing
• Proven experience managing complex service environments and transitions
• Strong knowledge of Windows environments, servers, networks, and security practices
• Demonstrated ability to lead teams, influence stakeholders and deliver results
• Excellent problem-solving, analytical and decision-making skills
• Confident communicator with strong stakeholder management and presentation skills
• Highly organized, proactive and results-driven mindset

Why Join Us?

• Opportunity to own and shape service delivery
• Work within a collaborative, forward-thinking team environment , with other SDM’s sharing ideas and solutions.
• Be part of an organisation focused on innovation, automation and service excellence
• Strong career progression and development opportunities

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox - UK-Recruitment-Support@atos.net