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Service Manager - Business Technology

Vacancy Details

Location: Dublin
Region: Republic of Ireland
Job Type: Specialist
Category: In the Office
Closing Date: 09/27/2018
Date Posted: 09/13/2018
Reference: 4125


Aer Lingus Recruitment
Business Technology Service Manager 
Business Technology Department

Are you interested in growing your career with Ireland’s only 4 Star Airline? We are looking for a Business Technology Service Manager to join our Business Technology Department. As Service Manager your primary responsibility is to work closely with IAGGBS and other 3rd party suppliers of services to IT, both internal & external, to ensure that services are delivered according to business requirements. 

The Service Manager will focus on the ‘end to end service’ to the customer by applying common processes, tools and practices to ensure the on-going effective proactive delivery of service to enhance the customer experience. The Service Manager has day-to-day responsibility for managing Service Level Agreements (SLA) and Operation Level Agreements (OLA) with the service providers.

Based in Dublin Airport, you will report into the Business Technology Service Delivery Manager

Main Responsibilities of the role:
Working with IAGGBS Group IT to develop and implement the IT Service Management support model
Working with other managed service providers and partners to implement an appropriate IT Service Management support model
Responsible for day-to-day management of 3rd party IT vendors, ensuring the clear flow of information between parties
Manages SLA’s, both internal and external, with the aim of improving service quality and service delivery
Actively supports the Group IT procurement process, ensuring appropriate Service Level Agreements are included in contracts  
Ensure that Incident Reports are produced in a timely manner by the responsible 3rd party for Priority 1 incidents
Act as the escalation point for Aer Lingus for 3rd Party service delivery issues that cannot be resolved through the agreed business as usual support
Ensure continuous improvement of IT Service quality, reporting on agreed SLA’s and OLA’s
Ensure timely production of Service Management Reporting Pack on a regular basis, including SLA performance and other key metric reports
Ensuring that processes are followed in support of service delivery
Conducts regular client service review meetings with the aim of improving service and quality processes

To be considered for the role of Service Manager, candidates must meet the following:

Key qualifications & criteria: 
Professional IT qualification or 5 or more years’ experience in a Service Delivery / Account Management role
Good working knowledge of ITIL processes
Good knowledge of airline business processes
Strong communications skills from deep technical through to business presentations at senior management level. Ability to present technical ideas in business-friendly and user-friendly language
Results oriented and driven by goal achievement with a strong focus on high quality service performance across different locations with different conditions
Must be innovative in identifying means to improve IT service quality within established boundaries
Acts as a change agent to implement and manage quality improvement processes 
Good working knowledge of Aer Lingus applications, technology and services portfolio
Third party supplier management including contractual performance
Strong stakeholder relationship management 
Experience working with vendors to deliver on business needs
Superior analytical, evaluative, and problem-solving abilities
Strong rapport and relationship building skills with both internal departments and external customers.
A good level of business awareness and commercial acumen
Strong organisational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Fluent in English, both written and spoken
Eligible to live and work in the EU
Hold a current unrestricted worldwide passport
Provide 3 verifiable references
Able to pass a strict airport security vetting procedure which includes a 5 year back ground check* or be in possession of a current airside pass for the airport this position is based in

*If you are a non Irish Citizen, you will need to be in possession of a current police disclosure certificate from your home country. If you have lived outside the Republic of Ireland for more than 6 months you will also be required to hold a current police disclosure certificate from that country/countries 

What we offer:

Competitive salary
Generous paid annual leave 
Annual performance related bonus
Heavily discounted staff travel privileges with Aer Lingus and some select partner airlines
Prime location in Dublin Airport 
Annual salary reviews
Employer pension contribution to a Defined Contribution Pension Scheme
Life assurance cover
Income protection cover
Paid sick leave
Paid maternity leave
Paidpaternity leave
Employee assistance program
Cycle-to-Work scheme and Tax Saver Scheme
Subsidised staff canteen 
Subsidised dry cleaners and various airport discounts
Learning & Development support through a catalogue of courses 
Opportunity to work in a team environment and to grow your career in Ireland’s only 4 star airline
Annual Make a Difference Day and team social events

Closing Date: Thursday 27th September 2018 


In order to apply for this vacancy, you must be able to supply the required answers to the following questions:

  • Are you eligible to live and work in EU without restriction?
  • Will you be 18 years of age on 1st September 2018?
  • Are you fluent in English, both spoken and written?
  • Can you provide a verifiable 5 year background/employment history?
  • Can you provide 2 verifiable references?
  • Have you been convicted of a criminal offence in Ireland?
  • Is there anything that would prevent you passing our security clearance process?
  • Are you prepared to complete a medical questionnaire & medical examination?
  • Have you been convicted of a criminal offence (ref Criminal Justice Act 2016)

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