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 ResponsibilitiesCustomer Service DeliveryLead and support the Service Administration team to ensure effective coordination, communication and execution of customer service activitiesDeliver a professional, responsive and best‑in‑class customer experience across all service interactionsEnsure effective delivery of:Planned Preventative Maintenance (PPM)Reactive breakdown supportCorrective maintenanceEquipment installations and removalsManage service contracts and customer commitments closelyAct as a senior escalation point for customers, maintaining strong operational relationshipsEnsure timely and accurate customer communication regarding:Planned worksReactive updatesEngineer attendanceIssue resolutionPrioritise reactive service requests to minimise customer downtime and operational disruptionEngineering Resource Planning & CoordinationWork closely with Engineering Operations Managers to plan, schedule and deploy engineering resources across Ireland and the UKMaximise engineering capacity while balancing customer priorities, geography, skill sets and response requirementsCoordinate:Engineering calibration schedulesTraining and competency recordsLearning and development planningEnsure effective coordination between engineering, logistics, procurement, service administration and customer‑facing teamsBalance competing operational and commercial priorities through structured stakeholder engagement and objective decision‑makingOperational Performance & ComplianceEnsure all engineering activities comply with:Company proceduresQuality standardsRegulatory requirementsCustomer‑specific protocolsMonitor performance against agreed KPIs and SLAsEnsure accurate and timely completion of service documentation, reports and system updatesSupport audits, inspections and compliance activities as requiredLeadership & General ManagementSupport Engineering Operations Managers in building a high‑performance, customer‑focused engineering culturePrepare and manage departmental budgets, including corrective actions where requiredEnsure effective use of business systems to support accurate planning and informed operational, commercial and strategic decisionsDrive continuous improvement initiatives focused on service delivery, operational efficiency and customer experienceExperience & QualificationsEssentialMinimum 5 years’ experience in:Customer deliveryService operationsField service coordinationOperational managementExperience 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 locationsStrong experience in customer‑facing operational delivery within a fast‑paced environmentDesirableThird‑level qualification in an engineering or related technical disciplinePost‑graduate qualification in mechatronics or a discipline relevant to the roleExperience managing commercial, budgetary and operational considerations in a multi‑region service environmentPersonal AttributesResults‑driven with a strong focus on operational executionHighly customer‑focused with a commitment to service excellenceStrong planning, organisation and prioritisation skillsCollaborative and effective across cross‑functional teamsResilient and comfortable operating in a reactive, high‑demand service environmentAdditional InformationWorking Hours: Monday–Friday, 37.5 hours (flexibility required in line with senior operational responsibilities)Travel: Regular travel across Ireland, Northern Ireland and the UK; occasional European travel (1–3 trips per year)Right to Work: Applicants must have the right to work in Ireland and/or the United Kingdom. Vetting may apply
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