At Talent Evolution Group we are passionate about providing our clients with the best talent experience possible. We partner with our clients through our managed staffing RPO (Perm) and MSP (contingent) programs as well as providing additional innovative solutions to meet their talent challenges.
Employee Experience | Customer Experience | Digital Transformation
The Service Delivery Manager will be responsible for the operational management of our client’s requests for a total talent management solution. You will be responsible for the delivery of services across all locations, working in conjunction with the TEG leadership team. As Service Delivery Manager you will have the responsibility to manage the client’s end-to-end recruitment requests, to oversee the delivery of these services working strategically with our clients. In this role you are required to establish processes to ensure that we are providing consistently high levels of customer service and meeting requests within set deadlines.
Key Responsibilities
Build and maintain strong, professional relationships with client contacts, enhancing the credibility and positive perception of Cpl
Develop a thorough understanding of Cpl services, operational procedures, and site-specific contracts
Proactively manage and resolve client issues, ensuring outcomes align with Cpl’s best interests
Initiate and manage escalations appropriately across both internal teams and client stakeholders
Monitor and track the performance of off-site support functions (e.g. billing, compliance), escalating risks as needed
Identify and engage new client decision-makers to strengthen relationships and grow support for Cpl services
Track service delivery against agreed SLAs and drive continuous process improvements
Identify opportunities to lead strategic and process development discussions with key client stakeholders
Implement and enhance on-site and broader operational processes to improve efficiency and service delivery
Lead the development and execution of client business reviews
Support the creation of high-quality client presentations and supporting materials
Recruitment & Workforce Management
Manage the end-to-end contingent recruitment lifecycle, including requisition management, sourcing, screening, interviewing, offer processes, and onboarding
Oversee payroll and billing processes for contingent workforce employees
Deliver/oversee bi-monthly manual handling training for new hires and refresher sessions for existing staff
Manage day-to-day employee relations, including performance management, probation reviews, disciplinary processes, grievances, and health & safety compliance
Client & Business Development
Prioritise activities to maximise client satisfaction while achieving agreed commercial objectives
Collaborate with internal managers to share and implement best practices across business areas
Partner with teams to add value to both prospective and existing clients
Support tender and proposal activities, ensuring timely, professional client submissions
Provide regular updates to leadership on performance, revenue, delivery, and risk areas
Deliver against revenue targets and contribute to business growth
Engage key stakeholders and high-value clients, reinforcing the Cpl brand and providing market insights
Leadership & Culture
Champion continuous improvement to enhance service quality, business growth, and client satisfaction
Contribute to building and sustaining a positive, inclusive, and high-performing team culture
Demonstrate Cpl core values in all aspects of the role
Lead and manage a team to consistently deliver against client expectations and SLAs
Budget Responsibilities
Aware of the NFI expectation of the account
Be commercially aware of overall account performance
Manages Associate Director and/ or Director expectations
Manages PO’s and expectations
Identify cross-selling opportunities that will grow the relationship with the client
Essential Criteria
Job Specific Education / Qualification
No specific qualification required; relevant recruitment, HR, or service delivery experience is essential
Minimum of 1 year experience in a management level role, plus 4 years in a supervisory role
Ability to demonstrate strategic partnerships with clients, managing new service offerings & identifying new opportunities
Solutions focused approach to being client first and how best to deliver for our clients
Experience of working to tight deadlines whilst maintaining quality delivery of service delivery services
Data focused approach on how best to partner, deliver and working with our clients
Ideally having experience within the relevant sector
Flexibility required to travel to client sites in locations to partake in person meetings, workshops and check‑ins
Cpl is an equal opportunities employer and welcomes applicants from all backgrounds. We recognise that a diverse and inclusive workplace will better our relationships and services with our clients, our candidates, our communities, and one another. Be You, Be Kind, Be Proud
Why Join Us?
Be part of a dynamic and supportive team within a leading healthcare recruitment solutions organisation.
Opportunity to contribute to high-impact recruitment solutions across Ireland.
Career development and training opportunities.
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