Support & Delivery Lead

(Permanent - Hybrid)

Location: Naas, Co. Kildare

The Role:

OpenSky Data Systems is seeking a full-time Support & Delivery Lead, based onsite in our Naas office, Co. Kildare, with travel to client sites as required.

This is a customer-facing role that goes beyond traditional support management. You will own service delivery across multiple customer accounts, manage competing priorities, ensure SLA compliance and drive successful customer outcomes. You will coordinate cross-functional teams, oversee projects and change requests, manage escalations and make informed decisions on resource allocation, utilisation and delivery priorities.

You will also contribute to revenue management, forecasting and commercial opportunities while leveraging AI-powered tools and automation to improve service efficiency and delivery outcomes.

We offer clear career progression, providing opportunities to develop technical, commercial and leadership skills.

Our Support and Delivery Team

We support mission-critical solutions, many of national importance, for government departments and local authorities across Health, Transport, Housing and more. You will work with enterprise clients and a broad range of Microsoft technologies, including .NET, Azure, CRM, Power Platform and data technologies.

We invest in training and certification every year, ensuring our teams remain current with evolving technologies, including AI and automation.

Key Responsibilities

Customer Ownership: Own customer relationships and service delivery across assigned accounts, proactively managing expectations, competing priorities and customer satisfaction.
SLA & Service Management: Monitor SLA performance, identify risks, manage service priorities and drive corrective actions to maintain contractual commitments.
Incident & Escalation Management: Lead complex incidents and escalations, coordinate technical teams, oversee root-cause analysis and ensure timely resolution and preventative actions.
Resource & Capacity Management: Plan resource allocation, monitor utilisation, prioritise workloads and coordinate delivery across multiple customer engagements.
Project & Change Management :Oversee project delivery and change requests, managing scope, timelines, risks, effort estimates and delivery commitments.
Commercial & Financial Management:Support revenue forecasting, budget management, project estimates, change request proposals and identification of commercial opportunities.
Customer Governance & Reporting: Lead customer service reviews and prepare and present weekly, monthly and quarterly reports covering SLA performance, delivery progress, risks and service improvements.
Cross-Team Collaboration: Work closely with developers, QA, Helpdesk and other stakeholders to resolve blockers, manage dependencies and deliver agreed outcomes.
Technical & Delivery Oversight: Develop a strong understanding of customer applications and technical environments to assess issues. Work closely with technical teams to assess issues, challenge proposed solutions and estimates, identify risks and ensure delivery meets customer requirements and agreed quality standards.
Service Improvement & AI Adoption: Identify opportunities to improve operational efficiency through process improvements, AI-assisted tools and automation, ensuring appropriate review of AI-generated outputs.

Requirements

Must reside in Ireland and be eligible to work in Ireland.
A third-level qualification in IT, Computer Science or a related discipline.
Minimum 2 years of experience in IT support, service delivery or a customer-facing technical environment, with exposure to customer management or delivery coordination.
Excellent written and spoken English, with strong interpersonal, communication and negotiation skills.
Strong analytical, problem-solving and organisational skills, with the ability to work independently and under pressure.
Proactive approach to learning, adopting new technologies and improving ways of working, including AI-assisted tools.
Willingness to travel to client sites as required.

Must-Have Skills

Customer relationship management and ownership of service delivery outcomes.
SLA management, incident escalation and service performance reporting.
Resource planning, workload prioritisation and cross-functional team coordination.
Project coordination, risk management and change request management.
Experience with ticketing systems such as Jira, ServiceNow or equivalent.
Strong stakeholder communication, customer governance and presentation skills.
Proficiency in Microsoft Office, particularly Excel and PowerPoint, for reporting, forecasting and customer presentations.
Ability to manage multiple customer priorities, make informed decisions and drive delivery independently.

Desirable Skills

Experience in supporting or delivering enterprise applications and cloud-based solutions.
Experience supporting government, public-sector or enterprise customers.
ITIL, PRINCE2, PMP or equivalent service/project management certifications would be an advantage but are not essential.
Experience in commercial proposals, revenue forecasting, contract renewals or account growth.
Practical experience using AI tools such as Claude, ChatGPT or AI-driven workflow automation

What We Offer

You will form part of a high-performance team, delivering support for projects of national importance and changing the way government and large organisations work.

Incremental Increases in Annual Leave
Continuous Professional Development
Education Assistance Programme
Digital Doctor Service
Employee Assistance Programme (EAP)

Why Join Our Team

OpenSky Data Systems is a European challenger brand to the large global software consultancies, delivering innovation across Government, Transport, Environment, and Health sectors in Ireland and the UK. We specialise in transformative digital solutions that drive efficiency and enhance user experiences for our clients. Our plan is simple: hire people who possess the expertise, experience, and motivation that we require, and then help them grow, develop, and achieve their goals. If this sounds like the change you have been looking for, then apply today.

Support Lead

Benefits

Job Description