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Location: Dublin Contact: Lorraine Bracken Skills Keywords: Service Delivery , PROCEDURES , PEOPLE MANAGEMENT
Description: IT Support Manager Customer Service Manager Main Responsibilities: Primary responsibility for the provision of customer support service to clients...
Description: IT Support Manager
Customer Service Manager
Primary responsibility for the provision of customer support service to clients.
Provide a high quality, consistent support service 24x7x365
Develop and implement procedures designed to deliver a high quality service.
Recruitment of Customer Support Engineers , Application Support Engineers, to support a global support operation
Ensure a high level of technical knowledge within Customer Support (measured through time to resolve tickets)
Ensure a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate level of customer communications.
Classify support tickets by area and implement action plans to address problematic areas
Manage customer escalations through to resolution
Manage customer expectations regarding resolution of issues within agreed SLAs
Manage QA schedule for production patches
Be familiar with all support & maintenance contracts to ensure the team provide the contracted service
Work closely with the professional services organization to ensure the smooth transition of clients to the production support team
Establish and publish reports on KPIs for the team
Work closely with engineering to ensure that customer reported code defects are raised in a timely manner and addressed within SLA
Minimum 2-3 years in a similar management role
Excellent communication and interpersonal skills
Proven experience of working to Service Level Agreements (SLAs)
Knowledge of the financial services industry an advantage
Other Information / Circumstances:
Flexibility in terms of international travel
For more information and to apply please email an updated CV to email@example.com or call Lorraine on 01 286 66 66
Customer Support Manager, Customer Service Manager, Production Support Manager, IT Support Manager
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Location: Dublin North Contact: Lorraine Bracken Skills Keywords: PEOPLE MANAGEMENT
Description: IT Manager My client are recruiting an IT Manager to manage and develop the IT department and function The key responsibilities of this role include: Technical knowledge to manage and...
Description: IT Manager
My client are recruiting an IT Manager to manage and develop the IT department and function
The key responsibilities of this role include:
Technical knowledge to manage and support the I.T. department function of a multi-site organisation
Liaise with clients of the organisation on site setups and projects
Manage third party service providers including discussing requirements, costs, timelines and service-level agreements (SLAs)
Project management of I.T. software, hardware and application development implementations and upgrades including new technology projects
Work with organisation departments internally and with external clients on business projects and initiatives
Support platform, connectivity and integration of POS, ERP and various systems
Knowledge of hosted infrastructure platforms and Cloud technologies
Manage audits of all aspects of the I.T. environment and investigate systems performance and processes issues plus any I.T. related processes issues affecting the business.
Ensure regulatory compliance
Management of software licensing
Development and implementation of proposals for the I.T. strategy of continuous improvement
Production of reports for organisation internally, for clients and for group company.
The successful candidate will possess the following attributes:
1. Positive, can do attitude
2. Credible, trustworthy and discrete IT Leader
3. Ability to build relationships and influence at all levels
4. Strong problem-solving ability
5. Proactive while taking ownership of issues to conclusion
6. Ability to work on multiple projects simultaneously & get hands on where required
7. Attention to detail
8. Excellent interpersonal and organisational skills
9. Excellent communication skills to liaise at all levels with personnel internally in the organisation, external contractors, service providers and clients
10. Passion for IT & continuous learning
11. Up to date with current best practice and trends in IT
12. Strong Business Acumen and understanding of the I.T. function as part of the organisations goals as a whole.
For further information and to apply please email an updated CV to firstname.lastname@example.org or call 01 286 6666
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Location: Dublin Central Contact: Peter Kirby Skills Keywords: AGILE , Scrum , PEOPLE MANAGEMENT , PMI , PRINCE
Description: Technical Project Manager (Must have a strong Software Development Delivery Background) - Permanent Role and the client wants people who have come from permanent roles and not multiple contract roles...
Description: Technical Project Manager (Must have a strong Software Development Delivery Background) - Permanent Role and the client wants people who have come from permanent roles and not multiple contract roles. The salary is approx. 75-80k per annum plus 20% bonus, Pension and benefits.
Principal Duties & Responsibilities
Provide a range of IT advisory services to our clients including:
- Strategy technology advice
- IT sourcing advice
- Selection of onshore and offshore managed service partners in the software and hardware arena
- IT contract development, negotiation and advice
- Vendor management and commercial strategy/negotiations
- IT infrastructure / architecture
- Programme assurance and quality assurance
Meeting clients, undertaking business development activities, and leading proposals
Working with our account teams to identify opportunities within clients
Exploiting Industry best practices and your experience to create business solutions for our clients
Meet challenging goals and mentor junior team members
Skills, Experience & Qualifications
Third level qualification in Computer Science/Engineering or a related discipline.
6-8 Years relevant experience with demonstrated industry experience
Previous client facing / consulting experience
Highly motivated, with a proven ability to work on own initiative within a challenging and dynamic work environment.
Ability to work both independently and as part of a team with professionals at all levels.
Experience leading and motivating teams
Ability to build relationships internally and with clients
Business experience e.g. meeting and presenting to clients, developing proposals, selling follow on work
Excellent oral/written communication, planning, project management, networking and influencing skills
Assist in project planning and task estimation
Ability to prioritise tasks and work on multiple assignments
Strong analytical skills and logical approach
Strong commitment to professional and client service excellence
Apply now to email@example.com for more details on the role.
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Location: Dublin Contact: Nollaig Leydon Skills Keywords: SECURITY , PEOPLE MANAGEMENT , FINANCIAL SERVICES
Description: Head of IS Policy and Planning The incumbent will lead the Information Services Policy and Planning (ISPP) unit in the Information Services (I.S...
Description: Head of IS Policy and Planning
The incumbent will lead the Information Services Policy and Planning (ISPP) unit in the Information Services (I.S.) division for a leading financial and insurance company in Europe with offices in Dublin and London. The ISPP unit offers I.S. Risk & Compliance Management, Information Security, Disaster Recovery, Project Management and I.S Organisational Effectiveness services to I.S. leaders to help them with their individual responsibilities in these areas.
Leads the delivery of I.S. Risk and Compliance Management, Information Security, Disaster Recovery, Project Management, and I.S Organisational Effectiveness services to the wider I.S. community in Europe.
Manage the activities and performance of the European staff (10-20) of the ISPP Organisation, acknowledging the competing demands of local versus enterprise requirements, and managing the requirements of enterprise level and local work requests.
Serve as an active leader in the European Senior Leadership team, reporting to the CIO-Europe, representing the interests of the ISPP Organisation.
Participate as an active leader in the planning of European Tactical plans ensuring alignment with ISPP strategies, programmes and objectives.
Build and manage the budget for the European ISPP Organisation, report on variances, re-project at mid-year point and continue to look for cost effective solutions.
Participate as an active leader in the planning of Enterprise ISPP strategies, programmes and objectives.
Lead the development, implementation, and on-going evolution of the ISPP strategy for Europe.
Serve as a focal point for escalation of ISPP issues.
Present the ISPP strategy in business terms, with full financial disclosure to help business partners reach sound management conclusions.
This role reports to VP IS Policy and Planning with dual reporting to CIO Europe.
Excellent Permanent role based in Dublin City Centre offering attractive Salary and benefits package.
Apply now to Nollaig@eolas.ie for more details on the role.
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Location: Dublin City Centre Contact: Lorraine Bracken Skills Keywords: TESTER , PEOPLE MANAGEMENT
Description: QA Team Lead Test Team Lead The role requires someone who demonstrates an appropriate level of skill and expertise in test planning, execution, estimation and automation of the QA cycle...
QA Team Lead
Test Team Lead
The role requires someone who demonstrates an appropriate level of skill and expertise in test planning, execution, estimation and automation of the QA cycle.
The primary function is the planning of QA phases, and leading of 2 or more QA resources through of QA cycles.
Responsibilities will include interpreting functional specifications, planning test cycles, ensuring cycles are executed to agreed timelines, efficient use of automated testing and that releases are signed off for release.
Responsible for management of all Quality Assurance functions include planning, strategy, testing execution and tools.
Works with the Project Manager and other technical leaders to establish time tables and agree on a Quality Assurance plan
Ensure that QA process is documented and communicated and adequate to ensure agreed quality levels for the application.
Ensure traceability of test cases to requirements, working with the project Business Analyst to ensure all requirements are tested.
Work with Testing Coordinator to ensure testing of functional areas is complete, tracked and on-schedule.
Coordinates performance testing and ensures that performance standards are communicated and documented.
Oversees determination of need, selection and implementation, and maintenance of QA tools.
Minimum 6 years QA and software testing experience
Experience of performing a QA lead function for a product organisation
Testing of systems developed in.NET, C#, ASP.NET, SQL Server and Oracle is essential
Experience with automated tools, performance profiling and stress testing tools essential
Experience with bug and issue management tools
Experience managing QA resources
Financial services business processes an advantage
This is a permanent role based in Dublin City Centre
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