IT Service Management Lead

About us:

Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.

Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.

Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…

Amach is seeking an IT Service Management (ITSM) Lead to drive the quality, consistency, and operational excellence of our customer’s day-to-day incident and service management activities. You will act as the hands-on operational lead for the on-call incident management team (predominantly offshore in Romania), ensuring that incidents are managed swiftly, clearly and professionally, with proactive readiness when not in live response mode. This is a senior operational ITSM role, not a strategic or departmental head position. You will report to and execute under the direction of the ITSM Manager, who retains ultimate ownership of ITSM strategy, executive communication and business alignment. Your focus is operational precision, continuous improvement, war-gaming readiness and ensuring that post-incident reporting (including RCA drafts) is accurate, business-readable, and aligned to our customer’s standards.

Please note this role operates in a hybrid model with candidates expected to be able and willing to work from our customer's Dublin office twice per week.

Required Experience:

• 10+ years’ experience in ITSM, incident management or service operations leadership roles, ideally in a medium-to-large enterprise or critical-infrastructure / regulated industry (airlines, transport, utilities, telco)
• Direct experience operating on Jira Service Management (or Atlassian ecosystem) in an enterprise environment
• Hands-on experience with incident, problem, change, configuration/service catalogue, and SLA management under ITIL or equivalent frameworks
• Proven ability to lead remote/offshore incident teams (onsite/offshore coordination)
• Track record of improving RCA/post-mortem processes, driving clarity and learning
• Strong stakeholder communication skills and ability to translate technical issues into non-technical/executive-level narratives
• Ability to influence and drive change in cross-functional, matrixed environments
• Excellent analytical, problem-solving, organisational and people leadership skills
• Experience in high-availability, high-visibility operations where downtime has real cost (revenue, reputation, regulatory)

Key responsibilities & duties include:

Leadership & People Management

• Provide hands-on leadership, mentorship, coaching and performance oversight to the incident management team
• Ensure team members are engaged, equipped, and accountable, including during non-incident periods (see “Proactive Work” below)
• Build a culture of continuous improvement, learning, quality and zero-blame transparency
• Define clear goals, KPIs and SLAs for the team, aligned to airline operations, customer service, and financial impact

Incident & Major Incident Oversight

• Lead the daily execution and performance of the incident management team
• Act as the operational escalation point during P1/P2 incidents, coordinating technical responders and ensuring disciplined process adherence
• When required, communicate status updates to stakeholders, under the strategic guidance of the ITSM Manager
• Monitor real-time performance and ensure timely resolution and structured communications throughout live incidents

Readiness Preparation

• Ensure offshore team is consistently engaged during non-incident periods through activities such as:
  • Runbook reviews and updates
  • War-gaming and simulated incident scenarios
  • Post-incident learning and improvements
  • Process audits and service boundary validation
• Identify and recommend process, tooling or performance improvements
• Support continuous service improvement (CSI) initiatives led by the ITSM Manager

Root Cause Analysis (RCA), Post-Mortems & Reporting

• Lead the first-level ownership and preparation of Root Cause Analysis (RCA) documentation
• Ensure drafts are concise, jargon-free, accurate, and suitable for non-technical and executive audiences
• Submit RCAs and post-incident reports to the ITSM Manager for final approval and publication
• Track and drive action item closure post-incident to ensure remediation is completed

Governance, Metrics, Continual Improvement

• Track and report on key operational ITSM metrics (e.g. MTTA, MTTR, SLA adherence, reopen rate)
• Ensure the incident team operates in full alignment with ITIL-based best practices and Aer Lingus’ defined process standards
• Support the ITSM Manager in preparing reports and insights for leadership

Desirable skills & experience:

• Prior experience in aviation, airlines, airports or transport-sector IT operations
• Exposure to cloud / hybrid infrastructure, modern observability / monitoring platforms (e.g. Prometheus, Datadog, Splunk, Grafana)
• Certification in ITIL (v3 / v4) or other service management frameworks
• Familiarity with high-severity incident frameworks (N-1 resilience, fault domains, business continuity)