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Glen Dimplex Europe Holdings Ltd

Service Delivery Manager

Programme Office · Cloghran, Dublin
Department Programme Office
Employment Type Full-Time
Minimum Experience Experienced
Compensation Competitive

Glen Dimplex is a privately owned, multinational group head quartered in North Dublin which operates through 6 divisions worldwide with around 10,000 employees. Glen Dimplex is the world's largest manufacturer of electric heating solutions and also holds a significant global position in the domestic appliances market. Today, we are at the forefront of a low-carbon revolution and Glen Dimplex is a global leader in the development and delivery of low carbon solutions for space and water heating, cooling and ventilation for a smarter cleaner and more efficient future.

Details of brands and our exciting history of growth can be found on our website.

We are currently working on a Business Transformation Programme, that will include the implementation of SAP (S/4 HANA) across the Group, and the set-up of the Global Business Services (GBS).

Glen Dimplex has approved a major transformation programme which will standardised its approach to planning, manufacturing, supply chain and financial management across its 26 global subsidiaries. The programme will run for 4-5 years, during which the programme is tasked with implementing a world class ERP SAP solution. In addition, the programme is responsible for redefining business processes to ensure adherence to industry best practice.

The role

The Service Delivery Manager will be responsible for delivery of all IT SAP support services to Glen Dimplex end users. The Service Delivery Manager will oversee several key functions that enable the delivery of a high quality of service to end users and to ensure Service Support and Service Delivery processes are in place to meet business needs.

This position is a business facing role and requires that you establish and manage expectations with the stakeholders and drive the Support team to achieve those expectations to a high standard. There is a Support team (8-12 heads) in a 3rd party delivery centre in Philippines and the integration with Programme Team based in Dublin.

First Wave of the programme is live since Sep 19, so the SAP solution is live and 3rd Party Support team is in place and operational.


  • Maintain high performing service support functions including Service Desk and Application Support
  • Monitor the overall level of service provided by Managed Service Partner/s - including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues, benchmarking to ensure best in class
  • Owner of the Incident, Request, Change, Release and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Drive customer service review meetings covering performance, service improvements, quality and processes
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Support budgetary management of IT Opex


  • Experience in an IT, Digital & Online service delivery role within a multi stakeholder and vendor environment
  • Service Management capabilities in particular Service Level Management, Incident Management, Change Management and Asset Management, ITIL accreditation an advantage
  • Exceptional ability to motivate and influence key contacts and decision makers required
  • Proven negotiation skills and ability to influence others at different levels
  • Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction
  • Proven commercial awareness and a track record of working with multinational vendors / partners 


North Dublin, some travel possibly required

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  • Location
    Cloghran, Dublin
  • Department
    Programme Office
  • Employment Type
  • Minimum Experience
  • Compensation