Service Delivery Manager

• Annual Performance Reviews
• 24/7 Employee Assistance
• Health Insurance
• Life Assurance
• Cycle to Work Scheme
• Sports & Social Activities (Join our Green Team, Yoga or Hiking Club)
• Free Canteen
• Referral Bonus Scheme

Minimum experience required: 5+ years in IT service delivery, customer success, managed services or technical account management.

Qualifications: Third-level qualification in technology, or in business with equivalent professional experience.

Spanish Point Technologies is an innovative software company specialising in Microsoft technologies.

Our work spans software products for the global music industry (the Matching Engine), digital transformation services, and associated support and managed services. We provide end-to-end services including design, implementation, project management, training, ongoing technical support, managed service and service improvement.

We are going through a period of sustained growth and are looking to recruit an experienced Service Delivery manager for the Matching Engine to help continue that journey.

About the Matching Engine

The Matching Engine (ME) is Spanish Point Technologies' market-leading platform helping to transform how the global music industry identifies music use and distributes royalties. It matches vast volumes of music usage data to repertoire data at scale, enabling music rights organisations to identify works and recordings more accurately, reduce manual effort and address the industry's long-tail challenge-capturing more previously unmatched usage so that royalties can reach a broader range of creators.

The platform brings together cutting-edge AI, advanced cloud-based technology and specialist expertise from our product, engineering, application support and managed services teams.

This role will be central to delivering an exceptional customer experience and helping customers realise the full value and industry-changing potential of the ME.

Job Description

As Service Delivery Manager for the ME, you will manage an application support team to meet SLAs for the product and own the day-to-day relationship with ME customers. You will lead service reviews, manage escalations, and drive continual improvements in the team and for the customer, while nurturing relationships with key stakeholders in the copyright music organisations.

You will collaborate with the internal Product, Development and Service Reliability Engineering (Azure) teams as part of a coordinated service delivery.

Job Requirements

• 5+ years in IT service delivery, customer success, managed services or a similar customer-facing technology role.
• Degree in Computer Science, Information Technology, Business Information Systems or equivalent.
• Experience working with software, support, engineering or cloud operations teams.
• Experience managing enterprise services, reviews, reporting and escalations.
• Experience leading teams and managing developers and other IT professionals.
• Experience in a customer-facing role.
• Strong communication and organisation skills.

Advantageous

• Background in software development, particularly in Microsoft platforms.
• Experience in the following technologies: Data Factory, SQL Server, PySpark/Python, Databricks, CosmosDB.

Note: This job description is provided for informational purposes and may be subject to change. For the most current information about the position, please contact