IT-OT Service Lead

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.

So, we’re passionate about helping our people to do the best work of their lives, to enable them to make a positive difference to communities all over Ireland. Our aim is to attract and develop talented and skilled people with diverse backgrounds and an evolving range of expertise and insight. We believe that such a strong workforce will help us achieve our goals and allow us to continue investing in, and advancing, Ireland’s water services.

The Role:

Uisce Éireann IT (UÉ IT) provides IT services and support to the wider Uisce Éireann business, and across the Local Authority user base.

The IT-OT team (Operational Technology) houses the Operational Technology skills necessary to ensure the implementation and availability of all IT-OT applications and infrastructure, including hardware, networks, data center and disaster recovery. The IT-OT team plan and manage technical OT projects to renew and update the underlying OT infrastructure and safeguard UÉ OT systems by implementing robust security standards such as the Network and Information Systems Directive . The team play a critical role in the operation, integration and connectivity of systems such as the National Telemetry System, Leakage Management System, Operational Data Store and Enterprise Data Historian. The team manages and maintains these systems as befitting UÉ designation as an Operator of Essential Services.

Reporting to the IT-OT Operations & Service Manager, the IT- OT Service Lead ensures delivery of IT-OT services and support according to agreed service levels, with accountability for the incident, change, and problem management processes for the IT-OT team. This role will include responsibilities to ensure clear lines of communication and collaboration with the customer of the IT-OT services in addition to the various resolver groups across the IT team and other organisations as required. Their main focus is customer satisfaction, representing the single voice for service delivery .

Main Duties and Responsibilities:

- Responsible for maintaining high performance levels for service-related processes and driving improvement where necessary
- Taking ownership of incidents, coordinating with resolver groups, establishing effective communication between stakeholders for post-incident reviews (RCA’s) and running regular service reviews with key teams and stakeholders.
- Ensuring that systems, procedures, methodologies and vendor performance management are in place to support outstanding service delivery.
- Taking accountability for service delivery performance, meeting customer expectations/satisfaction, and driving future demand.
- Recommending methods of improvement and overseeing these actions are implemented and delivered on time.
- Providing accurate and regular reports (service reviews) to relevant stakeholders on the performance of service delivery and the teams and/or vendors involved.
- Responsible for building strong relationships with teams, vendors and stakeholders to enable effective communication lines between key stakeholders, departments etc.
- Manage and coordinate the OT Change Management and risk procedures to minimise the impact of change on operational systems.
- Manage Service Level Agreements and Operational Level Agreements, implementing and monitoring these with stakeholders for the support and delivery of OT systems.
- Work within a team of skilled IT-OT technical professionals, promote cross-functional collaboration with a strong awareness of the role of the team within the wider IT function.
- Assist in the implementation of the Uisce Éireann Telemetry Strategy as a key contributor for Uisce Éireann IT, Asset Operations and Asset Management through the Telemetry Programme’s work streams.
- Understand the goals and objectives of the various telemetry programme work streams and work with the programme team to ensure that these are reached on target and compliant with industry standards where required.
- Assist in communication with customers on the OT systems patching cycles, upgrades and system changes.
- Drive compliance with cybersecurity compliance requirements and best practice in line with the Network and Information Systems Directive (e.g: NIST Controls, CIS Hardening, IEC 62443, etc).
- Support in management of IT-OT legacy systems as required.
- Responsible for embedding a robust governance framework for the IT-OT function, including holding quarterly reviews with IT-OT third party suppliers and vendors.
- Understand, track and report on system support costs. Participate in the annual budget planning process for systems within the remit of the role as required.
- Responsible for ensuring a risk and controls framework is in place and reported
- Responsible for the design and definition of processes and all governances required to deliver a leading service and support strategy for the IT-OT team.
- Build strong relationships with peer IT-OT leads and Telemetry teams in Asset Operations with the aim of optimising cooperation and maximising efficiencies.
- Participation in On Call Rota and flexibility for out of hours work as required.

General Duties and Responsibilities

- Collaboration with key internal stakeholders across the UÉ business, including but not limited to;
- Other IT-OT pillar Managers and Leads
- Wider IT Teams
- Teams across the Business Units (e.g. Asset Operations, Asset Management)
- Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.
- Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
- Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.
- Conducts duties and responsibilities in accordance with Uisce Éireann’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation.
- Other duties as required.

Knowledge, Skills and Experience:

- ITIL Foundations and Practioner certifications are advantageous
- Knowledge and experience of ITIL methodologies and implementations is desirable
- Experience working with ITSM tools such as ServiceNow would be an advantage
- Relevant third level qualification and or accreditation is desirable and or relevant experience
- A minimum of 5 years experience in the water, utilities or similar industries is desirable
- Demonstrated people management experience, with strong people, change management and conflict resolution skills
- Experience providing coaching in the development of the technical skills and abilities in others
- Highly motivated individual, working to the highest professional standards and with proven ability to deliver results
- Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
- Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
- Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job.

The closing date for receipt of applications for this vacancy is 08/10/2026 .

Please note that applications submitted after this closing date will not be accepted.

*Successful external candidates will be offered a salary within the advertised range based on an assessment of their relevant skills, qualifications, experience and readiness to undertake the responsibilities of the role.

Internal candidates will be considered in line with the application of Uisce Éireann's Pay Model and associated pay policies.

The salary range is designed to recognise that successful candidates may join the organisation at different stages in their career, while also providing scope for future salary progression as capability and experience develop.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.