IT Delivery Senior Service Engagement Lead

Position Description

Enterprise Services have undertaken a major Service Management transformation programme to improve its service offering to all ESB staff. This programme is sponsored by the Enterprise Services Director with support from the entire Enterprise Services’ executive. As part of this programme, all service functions across Enterprise Services, including IT Delivery, will be required to focus on and improve their processes, knowledge management, communications and customer outreach. This role will be key in shaping and delivering these improvements.  

We are seeking a highly motivated Senior Service Engagement Lead to join the IT Service Management (ITSM) team at ESB. Reporting directly to the IT Service Manager, this role is ideal for someone with a background in communications, business operations, service delivery, or process improvement—whether or not you’ve worked in IT before.

You’ll help shape how IT services are communicated and understood across the company, improve how services are catalogued and accessed, and lead initiatives that make our services better for everyone.

The successful candidate will work closely with the IT Service Desk and other teams to improve service performance, knowledge sharing practices, and identify and deliver process automation and improvement efforts.

This role will also be responsible for user engagement through various communication channels and site visits, ensuring that IT services are clearly explained and continuously improving to meet business needs.

Key Responsibilities

• Service Improvement & Process Automation - Lead initiatives to improve how IT services are delivered, using process analysis, automation, and best practices. Work with the Service Desk to streamline workflows and reduce manual effort.
• Service Catalogue & Process Management - Maintain and enhance the IT service catalogue and related processes, ensuring they are clearly described, easy to access, and aligned with business needs.
• IT Communications Strategy & Governance - Develop and implement a communications strategy for IT services. Ensure consistent messaging and branding across email, Teams, SharePoint, and service portals.
• Operational Communications Management - Coordinate communications around incidents, changes, planned maintenance, and IT education. Ensure messages are timely, clear, and user-friendly.
• Knowledge Management - Oversee the creation and upkeep of user guides, FAQs, and best practice documentation. Ensure content is accurate, accessible, and regularly updated.
• User Engagement & Education - Promote IT services and gather feedback through site visits to offices, depots, and generation stations. Deliver educational content to improve digital literacy and service adoption.
• Collaboration with IT Service Desk - Partner with the Service Desk to analyse service trends, identify recurring issues, and implement improvements. Support the team in delivering a high-quality, user-focused support experience.

Experience and Qualifications

Essential

• Minimum 5+ years experience in the area of service or process improvement initiatives.
• Excellent written and verbal communication skills, with experience managing communications across multiple channels.
• Ability to work independently and collaboratively across teams, with strong stakeholder engagement skills.
• Strong analytical and problem-solving skills, with a focus on continuous improvement and user experience.
• Comfortable using Microsoft 365 tools (Teams, SharePoint, Outlook).
• Degree in any of Communications/Business/Management/Organisational Behaviour/IT or a related field, or equivalent work experience.

Desirable

• Experience in communications strategy, service catalogue management, and service improvement initiatives.
• Experience with ITSM or CRM platforms, and knowledge management systems.
• Understanding of ITIL best practices; ITIL v4 Foundation certification required (Intermediate or Managing Professional level desirable).

Location 

This position will be based in ESB Head Office, 27 Fitzwilliam Street.

ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least one anchor day per week. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual.

Reporting To

This role will report to the IT Service Management Team Lead 

Why Work with Us?

• Opportunity to lead Ireland’s transition to net zero carbon future
• Career development through mentoring and training 
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• Generous Pension
• Access to staff well-being programmes
• Generous parental leave entitlements
• Strong values-based and inclusive culture
• Strong commitment to diversity, equity and inclusion
• Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted

Salary
€57,900 - €68,100 per annum (depending on experience)

Closing Date

5th November 2025

Your application will be held in reserve for 6 months should you be suitable for the role.