Location

Dublin

Department

Digital Workspace

About Arkphire:

Arkphire provide solutions across every aspect of IT to help your business perform better. We bring integrated solutions that span from desktops, collaboration, networking, security, managed services and data centre for faster digital transformation. We help our customers to transform their business in an increasingly connected world. We are the trusted IT partner to some of world’s leading companies with offices in Dublin and London. In fact, 6 out of the 10 leading multinationals in Europe, have chosen Arkphire as their preferred IT solution supplier.

We bring integrated solutions that span from desktops, collaboration, networking, security, managed services and data centre for faster digital transformation.

 

The Role:

Arkphire Security is seeking to recruit a Service Delivery Manager who will join our IT Digital Workspace Operations and Customer Success Management team.  

The desired successful candidate will have a strong technical background with a focus on IT Service Delivery and Project management skills who can adopt a hands-on approach and fit into the Arkphire culture seamlessly. The role will report directly into the Customer Success Operations Lead and will be based in our Offices in Dublin (Parkwest business Park) with the ability for remote working flexibility.

 

Responsibilities:

 

Service & Customer Relationship Management

  • Focus on Customer Satisfaction

  • Maintaining high performance levels for service-related processes across the Digital workspace customer estate, and implementing improvement activities wherever necessary

  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

  • Developing a deep understanding of projects to gain insights into the scope of service delivery

  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

  • Assist with Presale engagements

  • Delivering Project engagements when required

  • Provide a link between Customer & Vendor for Digital Workspace Programs

  • Support with Cloud adoption strategies & design

  • Ensure Cloud onboardings are transitioned effectively

  • Aid with Product and Service Value realisation

  • Align the correct resources to customers’ requirements & Business needs

Performance and Quality Management

  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

  • Providing accurate and regular reports to the management on performance of the service delivery

  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Service Delivery / Customer Relationship Manager Skills

  • Proficiency in leading both onsite and virtual teams

  • Experience in dealing with third-party-provided services

  • Exceptional customer-facing skills

  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

  • Strong organisational skills

  • Capacity to train and guide junior team members

  • Ability to manage and prioritise tasks efficiently

  • Solid resource planning and problem-solving skills

  • Readiness to demonstrate a proactive attitude

  • Excellent verbal and written communication skills

Education and experience:

  • Minimum of 3 years of experience working in an operations service delivery environment . Preferably a technology services company

  • Certified in ITIL (Information Technology Infrastructure Library) foundation or Practitioner level is desired

  • Some Technical qualification desirable but not essential

  • Understanding of Cloud and Virtualisation delivery principles an advantage