Service Delivery Manager (Cloud Managed Services)

Location: Dublin, Ireland; hybrid

Company

hirify.global delivers technology and transformation solutions, including cloud-hosted managed services, for global brands and regulated customers, with partnerships across AWS, Microsoft, Oracle, Red Hat, OutSystems, and Snowflake.

What you will do

• Support service onboarding, acceptance, transition into business-as-usual support, and operational readiness.
• Act as the primary customer contact and trusted advisor, managing escalations, service requirements, risks, and service reviews.
• Chair governance forums and coordinate internal teams and third-party suppliers against agreed SLAs and KPIs.
• Lead customer communications and service restoration during major incidents and critical disruptions.
• Produce service performance reports, manage continual improvement, business continuity, compliance, and operational risks.
• Own account invoicing, budgets, revenue, costs, margins, forecasting, and opportunities for additional customer work.

Requirements

• Significant Service Delivery Management experience delivering managed services within UK Government, the public sector, or highly regulated environments.
• Proven ability to build trusted relationships with senior customer stakeholders and present performance, risks, opportunities, and improvement plans to operational and executive audiences.
• Experience managing account financials, including invoicing, forecasting, revenue management, and margin performance.
• Experience supporting cloud-hosted managed services, ideally in AWS and/or Azure environments, and engaging effectively with technical delivery teams.
• Strong analytical, reporting, presentation, verbal communication, and written communication skills for technical and non-technical stakeholders.
• Track record of identifying and supporting additional services and growth within existing customer accounts.
• Demonstrable delivery of measurable service improvements through automation, process optimisation, and operational maturity initiatives.
• Proven experience leading service restoration, customer communications, and stakeholder management during major incidents and critical service disruptions.
• ITIL v4 certification with strong skills in Service Design, Operations, and Transition.

Culture & Benefits

• Hybrid and flexible/remote working options to support work-life balance and individual circumstances.
• Quarterly performance-related profit share scheme and annual recognition awards.
• Career progression, mentorship, leadership schemes, and quarterly career development programmes.
• Pension, private healthcare, life assurance, financial advice, employee discounts, and wellbeing programmes.
• Generous holiday allowance, enhanced family leave, special leave policies, educational assistance, and incentivised certifications.
• Inclusive workplace with diversity, belonging, accessibility support, and community initiatives.