Service Delivery Manager – Field Operations & Customer Experience
Dunshaughlin, Ireland
About the Role
:
As part of our continued focus on operational excellence and customer experience, we're seeking a
Service Delivery Manager
to lead and develop our team of field-based engineers and act as a key link between our customers and operational teams.
This is a hands-on, people-focused role that blends
service leadership with customer engagement
— ensuring our engineering teams deliver on commitments, communication is proactive and consistent, and customers feel genuinely supported at every stage of the service journey.
The successful candidate will be an energetic, people-first manager who's passionate about
team performance, customer satisfaction, and continuous improvement
.
Key Responsibilities:
Customer Experience & Relationship Management
Act as a main operational contact for key customers, ensuring issues are resolved quickly and communication remains professional and proactive.
Build strong relationships with customer site managers, facilities teams, and procurement contacts.
Work with account managers to ensure service expectations are clearly set and delivered.
Monitor customer feedback and implement improvement actions to enhance satisfaction and retention.
Operational Leadership
Lead and support a team of field-based operatives responsible for delivering, maintaining, and servicing customer equipment across multiple sites.
Ensure all service commitments, SLAs, and quality standards are consistently achieved.
Oversee daily operations including resource planning, scheduling efficiency, and performance management.
Drive accountability and pride within the team through coaching, communication, and recognition.
Collaborate with internal departments to ensure smooth coordination of service delivery and customer support.
Analyse operational data to identify improvement opportunities and implement best practice processes.
Promote a strong culture of safety, compliance, and continuous improvement aligned with ISO and company standards.
Skills & Experience
:
Proven experience leading field-based service or engineering teams.
Strong interpersonal and customer relationship management skills.
Organised, structured, and capable of managing multiple priorities.
Data-driven mindset with ability to analyse performance trends and implement change.
A natural communicator who enjoys working with both customers and internal teams.
Ready to join us?
Apply today and be part of a company that values your contribution and offers exciting growth opportunities.
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