IT Service Manager

Nostra is a leading Managed Service Provider (MSP) in Ireland, dedicated to delivering advanced IT solutions that enable businesses to build reliable, secure, and scalable IT foundations. With a commitment to continuous improvement, we serve a diverse range of industries, providing exceptional services that empower our clients to focus on their core business goals. We are seeking a proactive and customer-focused Service Manager to join our team. This role involves managing service delivery to ensure exceptional customer satisfaction and operational excellence. You will be responsible for supporting both onsite staff and customers, resolving issues efficiently, and maintaining strong client relationships. The position requires regular travel to customer sites across Ireland, providing hands-on support and ensuring smooth service operations. Strong communication, problem-solving skills, and the ability to work independently are essential. Nostra has offices in Dublin, Galway and Cork. Responsibilities : Own the end-to-end delivery of services to clients, especially those with on-site support needs. Manage a team of technical engineers across multiple locations (on-site, remote, and hybrid). Define and track KPIs aligned with client SLAs and company targets. Drive continuous improvement in service delivery and process efficiency. Lead recruitment, retention, and performance management in collaboration with the People Experience team. Facilitate ongoing professional development for team members. Proactively address service issues and incidents, including full incident management and RCA documentation. Provide accurate, timely internal and external reporting in coordination with Account Management and Customer Service teams. Build and maintain strong client relationships through regular service reviews and daily support. Collaborate with internal stakeholders, including senior leadership, to elevate service quality. Represent Nostra professionally when working with clients, suppliers, and partners. Requirements : 5+ years experience in people management (preferably within the I.T. industry). Full, clean driving license required. Demonstrated ability to thrive in a fast-paced, dynamic environment. Passion for delivering exceptional customer service and driving continuous improvement. Excellent multitasking, prioritization, and time management skills. Strong verbal and written communication skills. Experience in client-facing reporting and stakeholder engagement. Benefits : Generous professional development budget. Company Pension. Health Plan. Wellness Benefit. On-site Gym. Some Technologies We Work With : Office 365 (Exchange Online, SharePoint, Teams), Azure, Backup, DR, AVD, Intune, SonicWALL, Cisco, firewalls, access points, Aruba (gateways, switches, access points, central), Datto (Backup, DR, Access Points), Unifi (access points, switches), HP, Dell. At Nostra we value our people. We are a passionate team committed to doing our best, our values are trust, accountability, expertise, people, integrity, and empathy. These values form a central part of our recruitment process. Nostra is an equal opportunity employer committed to diversity and inclusion. Skills : Customer Relationship Management (CRM) Continuous Improvement Stakeholder Management Customer Satisfaction Problem Solving KPI Reporting