My client is seeking an experienced Customer Delivery Manager to lead the planning, coordination and delivery of engineering services across the island of Ireland. This is a senior operational leadership role responsible for ensuring customer engineering services are delivered safely, efficiently and in line with contractual commitments, service levels and regulatory requirements. The role covers planned and reactive maintenance, corrective works, and equipment installations and removals within a regulated medical device and healthcare environment. Working closely with Engineering Operations Managers, the Customer Delivery Manager will optimise the utilisation of a geographically dispersed field engineering team while ensuring a consistently high-quality customer experience. The role also has leadership responsibility for the Service Administration team, ensuring professional, responsive and effective customer engagement from first contact through to completion of service activities. Key Responsibilities Customer Service Delivery Lead and support the Service Administration team to ensure effective coordination, communication and execution of customer service activities Deliver a professional, responsive and best-in-class customer experience across all service interactions Ensure effective delivery of: Planned Preventative Maintenance (PPM) Reactive breakdown support Corrective maintenance Equipment installations and removals Manage service contracts and customer commitments closely Act as a senior escalation point for customers, maintaining strong operational relationships Ensure timely and accurate customer communication regarding: Planned works Reactive updates Engineer attendance Issue resolution Prioritise reactive service requests to minimise customer downtime and operational disruption Engineering Resource Planning & Coordination Work closely with Engineering Operations Managers to plan, schedule and deploy engineering resources across Ireland and the UK Maximise engineering capacity while balancing customer priorities, geography, skill sets and response requirements Coordinate: Engineering calibration schedules Training and competency records Learning and development planning Ensure effective coordination between engineering, logistics, procurement, service administration and customer-facing teams Balance competing operational and commercial priorities through structured stakeholder engagement and objective decision-making Operational Performance & Compliance Ensure all engineering activities comply with: Company procedures Quality standards Regulatory requirements Customer-specific protocols Monitor performance against agreed KPIs and SLAs Ensure accurate and timely completion of service documentation, reports and system updates Support audits, inspections and compliance activities as required Leadership & General Management Support Engineering Operations Managers in building a high-performance, customer-focused engineering culture Prepare and manage departmental budgets, including corrective actions where required Ensure effective use of business systems to support accurate planning and informed operational, commercial and strategic decisions Drive continuous improvement initiatives focused on service delivery, operational efficiency and customer experience Experience & Qualifications Essential Minimum 5 years experience in: Customer delivery Service operations Field service coordination Operational management Experience working within a regulated technical environment (medical device, healthcare, pharmaceutical or similar) Experience coordinating or managing field-based engineering or technical service teams across multiple locations Strong experience in customer-facing operational delivery within a fast-paced environment Desirable Third-level qualification in an engineering or related technical discipline Post-graduate qualification in mechatronics or a discipline relevant to the role Experience managing commercial, budgetary and operational considerations in a multi-region service environment Personal Attributes Results-driven with a strong focus on operational execution Highly customer-focused with a commitment to service excellence Strong planning, organisation and prioritisation skills Collaborative and effective across cross-functional teams Resilient and comfortable operating in a reactive, high-demand service environment Additional Information Working Hours: MondayFriday, 37.5 hours (flexibility required in line with senior operational responsibilities) Travel: Regular travel across Ireland, Northern Ireland and the UK; occasional European travel (13 trips per year) Right to Work: Applicants must have the right to work in Ireland and/or the United Kingdom. Vetting may apply Skills: electrical maintenance
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