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Title:                       Service Delivery Manager

Division:                 Operations

 Location:               Based in Dun Laoghaire, responsibility: Nationwide

Reports to:           Director, Operations

Term:                     Permanent, Full-time

EVO Payments International is an exciting and growing company that is dedicated to providing innovative products, outstanding service and security to its customers.  We are located throughout the United States, Canada, Mexico, China and Europe.  We can process in over 130 currencies in over 50 markets worldwide. On behalf of our customers, we process billions of dollars annually.

EVO plays an important role in the everyday life of millions of people. For our customers and their customers, we are the link between the parties involved in almost any type of payment transaction.  We ensure that any payment is secure and properly applied and settled for each transaction.  EVO offers end to end support from installing the point of sale device to enable secure electronic payments at a merchant, providing software solutions to enable ecommerce and then troubleshooting and resolving issues that may occur from time to time for our customers.

In conducting our business, EVO is committed to creating an exciting, diverse and collaborative work environment for our employees. We know our success is the direct result of the talent, dedication, and energy of all our employees. In order to achieve this success, we share a common set of values that guides our behaviour at work each day.

We are currently recruiting a Service Delivery Manager to join our expanding team within BOIPA, Dun Laoghaire, Co Dublin. This role reports to the Director, Operations

Role Purpose

As SDM you are responsible for ensuring that EVO delivers services to meet our customers and partners expectations.

Key Accountabilities

  • To ensure the business provides a high quality, flexible services solution to our customers;
  • To ensure that the Company meets its budgetary requirements in line with the Company’s approved finance model;
  • To interface with our internal & external customers and to build strong and effective working relationships, including attending regular Service Reviews meeting;
  • To monitor and report on service performance;
  • To lead and manage the deployment team and motivate them to ensure Company and departmental objectives are met and efficiency is maximised;
  • To create a positive team culture within the department and company;
  • To lead and manage projects as required;
  • To create & maintain accurate documentation on all activity
  • To investigate and resolve issues and escalations;
  • Responsible for compliance and process adherence for your team
  • Interface with other internal departments (e.g. customer services) as required ensuring that customer and team issues are resolved to their satisfaction
  • To carry out any other duties which may reasonably be expected/requested

Key Performance Measures/ Indicators

  • Performance against agreed SLA’s;
  • Completion of key objectives set;
  • Efficiency savings made with continuous process improvements;

Job Environment

  • Office based with travel required – you will be required from time to time to go off site and attend customer meetings, engineer and supplier visits.

Work Pattern

  • The work will predominantly be Monday to Friday, 40 hours per week between the hours of 8am and 6pm, however a great deal of flexibility will be required. There may be a requirement for OOH and Weekend work, for escalations and or engineer/merchant queries.
  • The work will predominantly be Monday to Friday, 40 hours per week

Education & Qualifications

  • Degree level educated;
  • Managerial experience preferred

Knowledge & Skills

  • Business planning; project management; people & process management; commercial awareness;
  • Operational Management; Improving operational efficiencies.
  • The ability to achieve excellent results through leading & motivating others;
  • The ability to drive performance improvement through change;
  • Effective at building positive relationships with key stakeholders and customers;
  • Excellent communication both written and verbal;
  • Ability to work to short deadlines and rapidly changing priorities;
  • Computer Skills – including Microsoft Office suite, internet & e-mail;
  • Commercial awareness – e.g. business processes and managing relationships; managing risk & costs; value for money;
  • Excellent customer care and attention to detail;


  • A minimum of 2 years at management level in a service delivery capacity;
  • At least 2 years within an IT or Logistics environment involving Field Operations.

Person Specification

  • A flexible ‘can do’ attitude, hard working and dedicated;
  • An adaptable team player with a willingness to coach, lead and motivate team colleagues;
  • Reliable and punctual;
  • Good presentation and a courteous, professional manner;
  • Customer centric

Apply Now


EVO aims to operate an inclusive recruitment processRegardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you.


Pre-Employment Screening

Attracting and selecting the best talent is key to EVO’s growth as a successful global organisation. As part of our selection process candidates can expect a number of stages that they will be guided through by our recruiters when they are successful in being shortlisted.  When a formal offer is made we will ask you to complete our pre-employment screening, which is essential for everyone joining EVO.  You will be guided through the pre-screening with our Partner HireRight. Some variations apply across geographies but typically we are looking for your right to work in the location  you are applying for, proof of residency, credit history and any unspent convictions. Any information that comes to light is treated confidentially and addressed on an individual basis.