Overview
SERVICE DELIVERY MANAGER Jobs in Dublin, County Dublin, Ireland at World Rugby
Title: SERVICE DELIVERY MANAGER
Company: World Rugby
Location: Dublin, County Dublin, Ireland
Job description:
SERVICE DELIVERY MANAGER
**Closing date for applications - Tuesday 23rd June**
Overview
The technology used by teams across the Federation and in the running of Events has increased many fold over the last number of years. The Technology function is on a journey to consolidate and unify the systems, applications and data across World Rugby to enable greater efficiencies, drive more capability for the business and reduce operating costs.
In this role, you will lead the technology service delivery function, ensuring reliable, high-quality support across federation operations and events. The role partners with business stakeholders, technical teams, and key strategic vendors to deliver effective service management, resolve issues quickly, and drive continuous improvement.
PRINCIPAL ACCOUNTABILITIES:
Operational Leadership
- Lead technology service delivery for World Rugby, ensuring reliable, high-quality support for users and stakeholders, with a clear focus on service levels, customer satisfaction, and operational excellence
- Mentor and grow a team of two delivering services including Cloud, CyberOps, Network, Service Desk and Event IT provision
Vendor & Partner Management
- Manage strategic vendors and outsourced service partners, holding them accountable to contractual commitments and performance KPIs
- Own relationships and lead the partnership with the MSP and MSSP and hardware/software vendors: negotiate contracts, SLAs and governance forums
- Implement vendor performance frameworks, quarterly business reviews and escalation processes to maximize value and risk mitigation
- Oversee service performance reporting, monitoring, and governance so that issues, trends, risks, and improvement opportunities are visible and acted on
Service Delivery & Governance
- Ensure 24×7 availability and performance of core corporate systems (the various World Rugby platforms, and third-party collaboration suites and applications) under defined SLAs
- Embed ITIL-based processes for incident, problem and change management—balancing agility with control for both operational and event contexts and ensure effective coordination during critical issues
Major Event Technology Delivery
- Oversee technology support for major events, competitions, and time-critical operational periods where service continuity and rapid incident response matter most
- Lead planning and deployment of internal Corporate Technology Systems to ensure that, when required, they are “tournament-grade” and able to seamlessly connect to remote networks, scoring platforms and accreditation services
SKILLS & EXPERIENCE:
- 8+ years leading technology operations and multi-vendor environments, including hands-on delivery for large-scale live events or tournaments
- Proven track record in contract negotiation, vendor governance and performance management
- Bachelor’s Degree in IT, Engineering, or related field (or equivalent experience)
- Certifications such as ITIL Expert, PMP or Prince2 Practitioner are highly desirable
- Deep understanding of cloud, networking, security and event-grade IT architectures
- Exceptional stakeholder management and executive communication
- Strategic thinker with strong commercial acumen and risk-management capability
- Ability to thrive under pressure, balancing fixed timelines, budgets and shifting priorities
