Service Delivery Officer

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Job Title: Service Delivery officer

Reporting To: Chief Information Officer (CIO)
Type: Full-Time, Permanent

Location: Athlone/Tuam

Job Purpose:

The Service Delivery Officer is responsible for ensuring that IT services are delivered reliably, efficiently, and in line with business expectations and agreed service levels (SLAs). The person will act as a bridge between third party technical teams, and internal/external customers, managing incidents, vendor relationships, and continual service improvements. The Service Delivery Officer works closely with the CIO to deliver projects, maintain business continuity, and support the broader strategic objectives of the credit union.

West-Midlands Credit Union are proud to be an equal opportunities employer.

Key Responsibilities:

Operational Support & Maintenance

• Provide frontline technical support to staff across branches and offices (hardware, software, printers/scanners, network, etc.) when required
• Monitor backup processes, system updates, and patch management reporting by third party providers
• Diagnose and resolve hardware and software faults; escalate more complex issues to external providers as needed.

IT Infrastructure Management

• Support business continuity and disaster recovery planning; conduct regular data recovery tests
• Administer permissions, roles, and access control

Security & Governance

• Coordinate with the CIO to implement cyber-security policies and best practices
• Maintain and track IT assets (hardware and software)
• Assist in the development and maintenance of the Business Continuity Plan (BCP) and Incident Response Plan
• Participate in vulnerability assessments, risk identification, and mitigation
• Vendor Management and SLA reporting
• Maintain accurate documentation, policies, and procedures to ensure DORA compliance

Project Work

• Support the planning and execution of IT projects (e.g., system upgrades, software roll-outs, branch digitisation, move to the cloud)
• Liaise with external vendors and service providers for procurement, implementation, maintenance, and support of technology solutions
• Service Transition & Change Management: Ensure a smooth, controlled transition of new IT services into production. Manage the Change Advisory Board (CAB).

Reporting & Continual Service Improvement

• Provide regular reports to the CIO on system health, incidents, capacity, security, and projects
• Identify areas for improvement in systems and processes and propose technical recommendations
• Stay up to date with emerging technologies and trends to support digital transformation·

Please note: This is intended to provide a general overview of the roles and responsibilities for this role. It is not an exhaustive list of all duties associated with the position and may be amended from time to time to meet the needs of the business. You may be required to undertake additional duties, reasonably expected within the scope of the role.

Qualifications & Experience:

• Third-level qualification in a related discipline (or equivalent experience)
• Proven experience in IT support / Service Delivery / infrastructure roles
• Experience working in financial services or regulated environments is a strong plus
• Familiarity with security best practices (patch management, firewalls, endpoint protection)
• Experience in project work and vendor management

Core Competencies:

• Excellent problem-solving and troubleshooting skills
• Good organisational skills and ability to prioritise tasks
• Strong interpersonal and communication skills: able to explain technical issues to non-technical staff
• Attention to detail
• Ability to work independently and as part of a team
• Proactive attitude; eagerness to learn and adapt

Other Requirements

• Willingness to travel between branches or offices, when required
• Full, clean driver’s licence

How to Apply:

Applications including CV and cover letter by email addressed to: careers@wmcu.ie

Applicants should state clearly the reference number WMCUSDO2026

Closing Date for receipt of applications is Friday 6th March 2026

Job Type: Full-time

Work Location: In person