IT Service Delivery Lead

We’re recruiting for an IT Service Delivery Lead to join our IT Operations team in Dublin!

This role supports the delivery and improvement of IT services within the organisation, especially during ongoing transformation initiatives.

The focus is on assisting the management team in ensuring reliable IT operations, maintaining good customer service, and helping to simplify IT processes. The role involves working closely with vendors and internal teams to ensure smooth service delivery and supporting the organisation’s evolving needs.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work majority of your week away from home. Away from home means either attendance at one of our head office locations, visiting clients or attending industry events.

• Support the day-to-day delivery of IT services to ensure minimal disruption and high availability.
• Assist in monitoring and reporting on key performance indicators (KPIs) related to service delivery.
• Help coordinate incident management activities, including logging, escalation, and resolution of issues.
• Participate in problem management by identifying recurring issues and supporting root cause analysis efforts.
• Assist with change management processes to ensure updates and improvements are implemented smoothly and with minimal impact on users.
• Support the management of service requests, ensuring they are addressed within agreed time frames.
• Help maintain accurate documentation of IT assets, configurations, and service procedures.
• Assist in monitoring vendor performance and ensuring contractual obligations are met.
• Support the management of outsourced services, including service desk operations and third-party support.
• Contribute to continuous improvement initiatives by identifying inefficiencies and recommending process enhancements.
• Support the automation of routine tasks where possible to improve operational efficiency.
• Assist in capacity planning activities to ensure IT resources meet current and future demands.

• 5 years IT Service Management experience, driving service excellence within financial services or similarly regulated environment with proven experience leading and drive change (essential)
• 3rd level qualification in an IT discipline, or equivalent experience (essential)
• ITIL practitioner (desirable)
• Demonstrate excellent ability to lead and execute change across multiple teams and partners
• Strong understanding of an IT Risk and controls environment, knowledge of audit and regulations within an IT Operational area.
• Vendor Management
  
  Experience:
  
  Demonstrated experience managing vendor contracts and relationships ensuring third-party providers meet performance standards and align with business needs
• Experience of the ITIL Processes, Service management tooling (i.e. Service Now, BMC) and understanding of project management methodology

This role is a CF1 role under Fitness & Probity Regime, which means the successful candidate will be subject to an enhanced level of background screening requirements. You can find more information on axa.ie/careers.

As a precondition of employment for this role, you must be eligible and authorized to work in Ireland and/or the United Kingdom.