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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 are seeking an experienced Service Delivery Lead to join our customer’s technology team. This person will have a strong service delivery mindset: building relationships, supporting the business, and protecting the EUX team from overload by ensuring requests are correctly routed. They will manage the EUX team, drive accountability, implement new processes where required, and provide regular KPI and performance reports.
We are looking for a hands-on, people-focused leader who can drive structure, process, and service excellence within a complex enterprise environment.
Please note that you will be required to work full time from our customer's office in Dublin.
Required Skills:
- Proven ability to lead, manage, and influence a technical EUX or IT support team.
- Strong project management, process improvement and change management experience.
- Experience working in a service desk or application support leadership role.
- Excellent business process improvement and problem-solving skills.
- Outstanding communication and stakeholder management capabilities.
- Knowledge or awareness of ITIL principles and best practices.
Key responsibilities & duties include:
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Define and document the EUX team’s responsibilities, priorities, and SLAs.
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Manage and mentor the EUX team, fostering accountability, collaboration, and a strong service culture.
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Conduct regular one-to-one meetings, performance reviews, and workload assessments.
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Identify training and development needs, ensuring the team is equipped to deliver high-quality support and project outcomes.
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Design and implement a centralised repository for EUX documentation (e.g. Confluence or SharePoint).
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Review team functions and incoming requests to identify work outside the team’s remit and create a clear reassignment process.
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Create and document a structured process for project work requests to the EUX team.
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Plan and oversee rollouts of new services, equipment, and service changes, including stakeholder communication.
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Conduct an inventory audit and implement a tagging and tracking process for all assets owned and maintained by the team.
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Assess existing technology and identify training needs, user guides, and process improvements to enhance efficiency.
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Provide regular KPI reports and updates to senior management
What’s in it for you:
- An opportunity to join a fast-growing company
- Options for career advancement
- Learning and development opportunities
- Flexible working environment
- Competitive salaries based on experience
Equal Opportunity Employer:
Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform.
If you are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you!
Not for you?
Check out all of our open positions in our careers page
and follow us on LinkedInfor future opportunities.P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.
At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion.
We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers.All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.Your personal data
Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR).We will comply with data protection law and principles, which means that your data will be:
- Used lawfully, fairly and in a transparent way
- Collected only for valid purposes and not used in any way that is incompatible with those purposes
- Relevant to the purposes we have told you about and limited only to those purposes
- Accurate and kept up to date
- Kept only as long as necessary for the purposes we have told you about
- Kept securely
If you would like to contact us about your data, please use the following address:info@amach.com
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