ICT Service Delivery Manager *Updated closing date

Brunel Building Dublin
 Salary:  See Description for Details
Other   Permanent
Closing Date: 30/01/2023 Closing Time: 12:00
Recruitment start: 15/12/2022


Job Summary

The Child and Family Agency was established on 1st January 2014 and is responsible for a range of statutory functions including provision of child protection, alternative care, specified regulatory services and a range of family support services.  The Agency has commenced a major improvement programme with significant focus on Practice, Culture and Structure.


The Agency currently has responsibility for a budget in excess of €800m and delivers its services through circa 5,000 people in 350 locations across the Country.


The Child and Family Agency has responsibility for the following range of services:

  • Child Protection and Welfare
  • Family Support
  • Alternative Care
  • Adoption
  • Tusla Education Support Services (TESS)
  • Domestic Sexual and General Based Violence (DSGBV)
  • Children’s Service Regulation
  • Counselling and Therapeutic Supports


Further information is available on www.tusla.ie


About Tusla ICT

Tusla has one of the largest ICT networks in the Public Service with almost 5,000 users in over 300 locations.  Tulsa ICT provide the innovation and systems required to support Tusla in delivering its services and achieving its business and strategic objectives.


Purpose of Role:


Overview of the Role

The ICT Service Delivery Manager is responsible for the delivery of Service Operations and Service Transition and for ensuring agreed service levels are maintained. The role will also be responsible for ensuring that the delivery of services are aligned with the Tusla ICT strategy and policies

The role requires an experienced manager, with significant experience in ICT service delivery covering service desk, service transition, business applications support, process design, administration and project delivery. The individual needs to be highly customer focused with relationship management qualities and have experience in leading high performing service/support teams.  In addition, the role requires strong technical knowledge of windows environments, servers and infrastructure, networks and device management. 




Job Objectives

Main Duties and Responsibilities


ICT Service Delivery

  • Lead a team of approximately 30 staff as well additional contracted resources in the successful delivery of ICT service to over 5,500 users.
  • Implementation and management of a service delivery model and processes to improve business service levels and drive process efficiencies.
  • Contribute to the development and management of the IT Service Catalogue and implementing Service Level Agreements (SLAs).
  • Manage and publish service performance metrics on a monthly, quarterly and annual basis.
  • Establish performance management processes to continuously measure and improve service delivery processes.
  • Plan and coordinate ICT service elements for new offices and relocations projects.
  • Management of computer assets and inventory.
  • Management of Change Control process to ensure service levels are maintained and ongoing change requests are implemented in a structured and controlled manner.
  • Management of incident management process include leading the response plan to all major incidents
  • Manage ongoing improvement programmes and change management
  • Manage the engagement with relevant third party vendors as required.


Other ICT Management Responsibilities

  • Take a lead role in assigned general areas of ICT responsibility that may be shared across the ICT management team
  • Contribute to ICT strategy, business plan and policy development
  • Provide innovation and technology leadership
  • Keep up to date with emerging technologies, architectures, service models and products



Relationship Management and Collaboration

  • Work closely with colleagues across the ICT unit as well as with key partners such as the HSE and OGCIO.
  • Developing and managing relationships with all Tusla business units as well as managed service providers.
  • Collaborate with the rest of the ICT management team to contribute to strategy and policy development and to contribute to continuously evolving the ICT Directorate to take advantage of emerging technologies and innovations.
  • Provide technology leadership not only in Tusla but across the entire child and family sector by working with the ICT management team to promote and support innovation and technology across all partner organisations working to deliver better outcomes for children and families.



Resource Management

  • To train, supervise and evaluate the staff in their respective roles
  • Procuring and managing appropriate external partners\systems and ensuring service quality, standards and targets are achieved
  • Ensuring that the appropriate performance management frameworks are implemented for ICT resources



  • To provide costā€benefit analysis with recommendations for assigned projects
  • To define annual estimates and business cases for assigned projects and on-going operations
  • To provide ongoing management of the assigned budget
  • To undertake procurement of relevant products and services in line with Public Sector guidelines


Health & Safety

  • Comply with and contribute to the development of policies, procedures, guidelines and safe professional practice and adhere to relevant legislation, regulations and standards.
  • Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the service for example National Standards for Child Protection and Care and comply with associated Tusla – Child and Family Agency protocols for implementing and maintaining these standards as appropriate to the role.
  • To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.


The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office. 


Please refer to the Candidate Information pack attached to this campaign for full and further detail

Skills Required

Applicants must by the closing date of application have the following:


Essential Qualifications and Experience

Candidates must meet the following requirements:

  • Have a third level qualification in ICT, Computer Science, Engineering or a related discipline.
  • Have an ICT service delivery related qualification (e.g. ITIL)
  • Have a minimum 10 years’ experience in a related ICT role
  • Have experience in leading successful ICT service functions and developing service catalogues and standard operating procedures
  • Have excellent hands on technical experience of working across cloud, Windows environments, networks, systems, devices and security management;
  • Have full project management lifecycle experience in managing technical related projects and/or programs
  • Have Expertise and experience in ICT change and incident management




A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.



Each candidate for and any person holding the office must be of good character

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