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ITSM Trainer

Ref: 76210

  • 60,000-70,000
  • 19 Jan 2022
  • Dublin (Central)
  • Permanent

The Role

We are seeking an experienced Learning & Development Service Trainer to join our Service Innovation team. In this role, you will manage and execute significant initiatives to innovate in how we design and build a curriculum, promote, deliver, and measure training for our technical experts and service providers.

The content you develop and deliver will assist in our goal of further developing a concierge service culture, clarity of our service philosophy with our client facing external partners, and lead other initiatives that will increase service continuity, and productivity.

Key Responsibilities

  • Creation, implementation and delivery of new & existing training solutions, content, and procedures for service development
  • Execute content development/updates as and when major releases of services arise
  • Design training strategies for tech teams, both hard and soft-skills, across all the functions within technology
  • Collaborate with key stakeholders to develop and produce achievement badges and certification programs
  • Be part of the creative development cycle to improve training materials
  • Review measurement tools, metrics and feedback to gauge the effectiveness of training
  • Develop KPI’s and produce standard and ad-hoc training reports as needed
  • Identify trends and areas of development opportunity to drive continuous improvement
  • Support any enquiries into content related queries which may be raised and correct any mistakes in any materials
  • Perform housekeeping tasks on the curriculum to retire or adjust any changed training descriptions or content.
  • Deliver/facilitate courses and programmes using suitable approaches such as eLearning, virtual/online training, webinars, or classroom-based sessions,
  • 1:1 training or the use of vendors when necessary.


  • 5+ years of L&D experience preferably gained within a high growth, technology company
  • Excellent written and verbal communication skills, with a demonstrated ability to communicate and influence across a variety of media
  • ITIL / ITSM and/or other service frameworks would be an advantage
  • Highly productive with the ability and resilience to work in an ambiguous, dynamic environment
  • Goal and achievement oriented with a strong drive for high-performance and success
  • Creative, highly organised, and great attention to detail
  • Self-starter able to work on own initiative and as part of a team
  • Experience of LMS and e-learning platforms
  • Proven experience in developing learning programs & solutions to match business needs
  • High levels of emotional intelligence and energy,
  • Passionate about unlocking people’s full potential
  • Experience working with internationally distributed teams (USA & Europe)