Job Title: Contractor - Client Operations & Service Delivery Manager (Operations, Support & Sprint Management) Location: Remote within Ireland (occasional Dublin office days) Type: Contract About Us We provide advanced SaaS solutions for the utilities and telecoms sectors, built on our Fusion platform.
Fusion enables multi-channel sales, client delivery management, and high-quality customer experiences.
We pride ourselves on delivering projects on time, managing client support with care, and continuously improving our platform.
Were looking for a Client Operations & Service Delivery Manager to take ownership of our client delivery workflows, client support function, and sprint management for our Client Services team.
This is a strategic role that ensures our clients receive exceptional delivery and ongoing service.
The Role You will oversee three interconnected areas: Client Delivery Operations Managing end-to-end delivery processes, ensuring all client commitments are met and SLAs achieved.
Support Function Management Overseeing the client support process through Jira Service Desk, driving resolution times, and ensuring escalation management.
Sprint Management Leading the Client Services teams agile sprints in Jira, ensuring planned work is delivered on time and aligned to client priorities.
Day-to-day support tickets will be handled by our frontline agents.
Your role will remain strategic and coordination-focused, but youll be the point of escalation and process improvement leader.
Key Responsibilities Client Delivery Operations Own the client delivery process for projects and change requests (CRs) in Fusion.
Coordinate with Sales, Product, and Technical teams to ensure seamless handovers and execution.
Track and report on delivery KPIs, SLAs, and milestone progress.
Identify bottlenecks and implement process improvements.
Support Management Oversee the support queue in Jira Service Desk, ensuring prioritisation and resolution targets are met.
Act as the escalation point for critical or complex support cases.
Analyse support trends to identify recurring issues and collaborate with Product to address them.
Report on key support metrics (response times, resolution times, client satisfaction).
Sprint Management Lead sprint planning, backlog refinement, and retrospectives for the Client Services team.
Use Jira to track tasks, monitor progress, and remove blockers.
Ensure change requests and client delivery tasks are correctly prioritised.
Collaborate with stakeholders to balance sprint capacity with urgent client needs.
Key Skills & Experience Proven experience in operations, service delivery, or support management within a SaaS or tech-driven environment.
Strong organisational skills with the ability to manage multiple streams of work.
Excellent stakeholder management skills, able to work with clients, internal teams, and executives.
Experience with Jira (Software & Service Desk) and Confluence.
Solid understanding of agile methodologies and sprint delivery.
Confident in analysing data to make informed, process-driven decisions.
Able to balance strategic oversight with a willingness to step in when needed.
Nice to Have Familiarity with the utilities or telecoms sector.
Understanding of the Fusion platform or similar sales/delivery platforms.
Experience managing distributed teams.
Why Join Us?
Work on a market-leading platform used by high-profile clients.
A role with significant influence over client satisfaction and operational efficiency.
Collaborative, innovative culture with opportunities to shape processes and delivery methods.
Tools that work for you: Jira, Confluence, and the Fusion platform.
To be considered for this position apply today or call Vishnu Singh on .
If you are interested in finding out more about the above role and would like to be considered for this or other suitable roles that we may have available for your skill set please attach your CV via the link provided.
Please submit your updated CV in Word Format.
If you are living in Ireland and hold a VALID WORK PERMIT, we would love to hear from you, if however, you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search.
Osborne are proud to be an Equal Opportunity Employer #INDOSB1 #INDSINGH