Location: Dublin
Job Type: Permanent - Full time
Salary: Excellent Salary + package
Our Client is seeking an experienced Service Delivery Manager to join their Operations Team in Ballymount. Reporting directly to the Head of Operations, this role will be responsible for managing a nationwide engineering team and ensuring exceptional service delivery across all maintenance and installation projects.
You’ll play a key part in driving operational performance, customer satisfaction, and efficiency across our full range of products and services, including Retail Security, Digital Signage, and Customer Analytics.
Responsibilities
- Oversee the customer relationship from a delivery and service perspective, ensuring all maintenance visits and installation projects are scheduled, tracked, and completed within agreed SLAs.
- Prioritise high-value customers and critical systems to maintain operational uptime and satisfaction.
- Take ownership of customer complaint resolution, managing feedback loops and implementing improvements to service delivery.
- Manage the Service Desk Team, ensuring service tickets, installations and planned maintenance are delivered with operational excellence.
- Maintain commercial oversight of monthly invoicing, service billing accuracy, and resolution of account queries related to service and installation projects.
- Track service performance metrics including call-out response times, system uptime, and maintenance completion rates.
- Manage the full service delivery cycle—from pre-planning and scheduling through to call closure and follow-up—ensuring timely communication and accurate documentation at every stage.
- Coordinate a team of 10 nationwide engineers, optimising scheduling, routing, and balancing reactive vs. planned maintenance.
- Monitor weekly utilisation reports and collaborate with the Head of Operations to ensure engineers achieve full utilisation and accurate job costing.
- Oversee engineer stock levels, including van stock management, audits, and resolution of discrepancies.
- Ensure all calls are attended within contractual response times and that follow-up works and quotations are issued promptly.
- Work closely with the Sales Team to support technical proposals, installation delivery, and aftercare handovers for new projects.
- Review and improve service processes to streamline operations and enhance productivity.
- Review and approve engineers’ expenses, timesheets, holidays, and sick leave, ensuring compliance with company policies and payroll deadlines.
- Ensure full compliance with company HR, Health & Safety, Quality, and Environmental policies.
- Set clear objectives for the team, provide regular coaching and mentoring, and conduct performance evaluations.
- Represent the department at inter-company and customer meetings to support operational development and business growth.
- Completion of all installation and service works across the full product range within specified timescales.
- Achievement of monthly invoicing targets and budget alignment.
- Response to all service calls within contracted SLA times.
- Issuing of follow-up callouts and quotations within 48 hours.
- Maintenance of SLA compliance across all service contracts.
- Efficient resource planning to maintain service schedules and minimise call backlog.
- Proven experience managing field-based engineering teams for both service and installation projects.
- Strong organisational and leadership skills, with the ability to manage competing priorities in a fast-paced environment.
- Excellent communication and problem-solving abilities.
- Commercially astute with experience in service invoicing, utilisation tracking, and performance metrics.
- Working knowledge of systems such as Fleetmatics, Sage, and Pipedrive desirable but not essential.
- Ability to build strong relationships with customers and internal teams.
- Full clean driving licence required.
- Have tact and diplomacy.
What’s next
- Click “Apply Now”to submit your application and we will be in touch asap for our initial screening.
- If this role isn’t the perfect match but you're interested in similar opportunities, feel free to get in touch.