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Location: Dublin Contact: Steven Daly Skills Keywords: ITIL
Description: My Dublin city centre based client currently requires a Service Delivery Manager to help with the planning, organising, commissioning and advising on IT operational activities...
Description: My Dublin city centre based client currently requires a Service
Delivery Manager to help with the planning, organising, commissioning
and advising on IT operational activities.
The role is focused on the delivery of service to the business and covers all aspects of service delivery and also covers the management/administration of regional applications.
Successful service delivery - SLA achievement and high level of customer satisfaction.
Monitoring overall performance of services.
Service reporting and managing service delivery meetings.
Managing day to day service operations, including 3rd party service providers.
Taking a hands-on approach to the management of services requests and user tickets, including personal intervention on individual tickets as required.
Monitoring and carrying out analysis on the tickets logged through the service desk, to ensure that the appropriate level of service is being delivered, delivery of service should be evaluated through the eyes of the Business
Working with the Business Engagement/Project Management team to prioritise and establish SLAs around tickets that are logged, and utilise the team to work pro-actively with the Business to raise the bar on the level of service provided.
Developing processes, standards and procedures to support and optimise the delivery of ICT services and their alignment with my clients Operating Model.
Managing 3rd party service contracts and the tender processes for contracts approaching renewal dates, eg, Helpdesk support, Printing, laptop repair, software licensing, end-user tools & utilities.
Managing the procurement of IT equipment, including tenders/quotations for large user equipment purchases.
Working with the Service Delivery team to prioritise and monitor the level of service delivered from the centre, including resource management and attendance at local sites as required. This includes resource planning and cover for annual leave and illness.
Managing the technical project delivery resources to ensure that we are delivering projects to high standards and are meeting business expectations in terms of delivery.
Managing the portfolio of applications and work with the Group Enterprise Architect to rationalise and reduce cost across the application portfolio.
Ensuring that applications in use are managed appropriately and infrastructure is in place to maintain performance and availability.
Building a personal relationship with key client staff.
Implementing relevant policies and programmes for Service Delivery.
Keeping up to date on best practice ICT benchmarks/technologies in the marketplace.
Identifying and sharing best practice throughout the function.
Monitoring latest research and trends in relevant ICT area.
Implementing best practice and standard service levels across the discipline.
Providing vision and strategic advice.
Experience of a Network Operations Centre (NOC) environment managing dispersed systems in a hosted environment
Knowledge of Technical infrastructure design, application infrastructure, Linux, Windows, SQL Server, Software-as a-Service, Oracle, VMWare, Web & Mobile applications, data analytics, and management dashboards.
Experience managing networks, helpdesk teams and out of hours support.
Strong knowledge of IT Service Management.
Experience leading cross functional teams.
Planning and budgeting experience.
Infrastructure planning and development experience.
Professional Qualification and industry certifications required- ITIL.
Strong communication, people and relationship management skills.
Bachelors Degree in IT or equivalent third level education.
Minimum 6 years of similar ICT role experience, with minimum 2 years preferably in global multisite organisation.
Previous experience managing transformation projects.
Innovative and delivery focused approach is essential.
Experience with multi-disciplinary teams.
Good communicator in relation to issues and opportunities get things done, make things happen.
Knowledge of Virtual Learning Environment and hands on experience an advantage.
PM qualification desirable
This is an excellent role with a market leading client offering a strong salary for the right candidate. The client is eager to interview ASAP so please contact me on 01 2866666 or email me on firstname.lastname@example.org for immediate consideration.
Service Delivery Manager / Delivery Manager / Service Manager / ITIL / SLA
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Location: Cork Contact: Nollaig Leydon Skills Keywords: NETWORKS , LAN , WAN , ITIL
Description: Infrastructure Project Manager- required for Greenfield Site in Cork. We require a Project Manager with a strong Data Centre and Infrastructure background...
Description: Infrastructure Project Manager- required for Greenfield Site in Cork.
We require a Project Manager with a strong Data Centre and Infrastructure background.
Manage multiple competing cross-functional projects/programs simultaneously, some on a global scale.
Interact with engineers, technicians, project managers and senior management on a daily basis.
Run meetings, create and maintain timelines, and keep large, diverse groups informed of progress and obstacles.
Work with engineers to develop detailed and creative solutions to complex problems, while keeping a watchful eye on timelines and costs.
Ensure consistency in deployed configurations and track exceptions for follow up.
Managing the infrastructure build-out.
Ensure the infrastructure adheres to the requirements for availability, stability, and efficiency.
Develop and maintains infrastructure and resource cost estimates.
Delegate, facilitate, and integrate activities; and resolve conflicts.
Complete assigned projects within budgetary and scheduling guidelines.
Skills & Experience Required:
Proven Data Centre and Infrastructure experience;
3+ years Project Management experience;
Experience in commercial data center, co-location environments, and/or optical transport/network environments are a plus;
Excellent organizational skills and project tracking abilities; experience of procurement and logistics, strong focus and attention to detail; the ability to work in a very fast-paced, hectic, and energetic environment, yet able to maintain high quality standards; project/task prioritization and schedule development.
This will be a 6 month contract but for the right person could move in to a permanent opportunity.
Apply now to Nollaig@eolas.ie for more details on the role.
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Location: Dublin (Off M50) Contact: Peter Kirby Skills Keywords: EPOS , ITIL , WINDOWS 7 / 8
Description: Senior Service Desk Analyst - New Service Desk Team within the Retail Sector Industry...
Description: Senior Service Desk Analyst - New Service Desk Team within the Retail Sector Industry.
A leading retailer based in Dublin, with operations in Ireland and the UK, is seeking an experienced Service Desk analyst.
This important role ensures and maintains the highest levels of client satisfaction for its retail and corporate users. You will also create support documentation and assist in the definition, establishment and implementation of standards, policies, SLAs and work flow procedures for the effective operation of the Service Desk.
You will also ensure all technical issues are quickly resolved, oversee appropriate follow up, and make certain that issues are passed off from shift to shift as well as oversee the service performed by 3rd party vendors.
The goal is to make sure that customer value is maintained to the highest standards set forth by the company.
Provide technical support for (point of sales) POS systems and other retail applications
Provide technical support to internal employees at Corporate Head Office.
Properly escalate unresolved queries to the next level of support internally or to external partners
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Training users on all aspects of the software/Stock Audits/Operations
Work pro-actively and efficiently in a collaborative team environment.
This position requires strong problem solving skills. This person should be detail oriented and have strong customer service skills.
5+ years work experience in an enterprise level support environment.
Experience with multi-unit retail or POS applications, distributed application support, receipt printers, EFT hardware and retail help desk support.
ITIL knowledge and experience a distinct advantage
Excellent sense of urgency and timeliness of client needs
Ability to effectively work directly with Application Development, Infrastructure, Operations, Marketing, distribution, Customer care and other internal and external resources on a technical level to provide service functions to our internal and external customers.
Background in a wide variety of technical disciplines: Hardware and software development, system/application administration, technical support and basic networking.
Demonstrated ability to work with minimal direction and exercise strong initiative, judgment and confidentiality
A proactive attitude towards problem identification and resolution
Effectively demonstrate patience and understanding of users expectations of immediate problem resolution
Please apply ASAP if you are interested in the role.
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Location: Dublin Contact: Nollaig Leydon Skills Keywords: LOTUS NOTES , MS-EXCHANGE , ITIL
Description: Mail Messaging Lead required for Top Financial Services Company...
Description: Mail Messaging Lead required for Top Financial Services Company.
5-10 years expertise in the field of Customer Service Management and Relationship Management in the IT Infrastructure area
Experience working in an environment based on best practice frameworks such as ITIL
Sound knowledge of IT infrastructure technologies
10+ years expertise with Lotus Notes/Domino infrastructures 5 to 10 years expertise with Microsoft Exchange
Experience with large scale Domino to Exchange Migrations
5 + years experience with environments of 10,000 users or more
Experience in handling complex situations and escalations
Excellent analytical skills with experienced in the use of root cause analysis tools and techniques
Project management experience
Excellent oral and written communication skills in English
Proven ability to work with a diverse set of stakeholders
Ability to work under pressure
Excellent customer service skills
KEY TASKS & ACCOUNTABILITIES:
Delivery oversight & supplier management
Assures day-to-day service delivery from the supplier
Oversees the operational change management process executed by the supplier by participating in the change advisory board meeting and by negotiating business sign-off.
Proactively manages supplier performance against agreed service levels
Ensures root cause analysis of incidents is performed and agreed remediation actions are implemented by the supplier
In close collaboration with the supplier, proactively drives service improvements
May be called upon to participate in major incident/outage calls at any time of day or night
Works with retained teams in the various countries to ensure delivery of the locally provided services is in alignment with the Group
Provides expert guidance and support to the retained countries and facilitates communications with other teams as necessary
Provide expertise on specific IT responsibilities contributing to projects, service enhancements, new services and commercials
Perform a broad and challenging variety of work which is non-routine and at times unpredictable requiring the creative application of a wide range of technical and management skills
Provide single focus point for specific IT responsibilities for governance to advise on and resolve questions, issues and escalations related to the service performance
Provide leadership function for new service and service improvement initiatives as required. Assume ownership of initiatives and manage to completion
Collaboration and effective working engagement with the wider organisation and with the business
Effective key stakeholder management, maintaining customer focus throughout
Candidate needs to have worked on a Global Scale. Users in excess of 50,000
Excellent Package on offer for the right candidate including Pension, Full Health Care, Pension, Annual Leave.
Skills: Lotus Notes, Domino, Exchange, ITIL, Service Delivery, Stakeholder Management.
For further information and to apply please email an updated CV to Nollaig@eolas.ie or call 01 286 6666
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