Leadership Opportunity in Service Delivery
We are seeking a strategic and people-focused leader to drive our Galway-based operations. This is a senior leadership role with strategic oversight of service delivery, customer satisfaction, and operational performance across multiple contracts.
Key Responsibilities
* Lead and develop high-performing teams across Customer Service, Operations, and Site Management
* Ensure consistent delivery of contractual obligations, KPIs, and SLAs across all Galway-managed service contracts
* Act as a senior escalation point for service issues and client concerns
* Drive continuous improvement in service delivery, customer satisfaction, and operational efficiency
* Collaborate with Commercial Operations to onboard new clients and transition services smoothly
* Define and implement operational procedures, service standards, and performance frameworks
* Foster a culture of customer-first thinking, accountability, and team collaboration
Requirements
* A degree in a Business, Technical, or Scientific discipline
* 5+ years experience in Call Center, Customer Service, or Client Operations Management
* Demonstrated success in leading teams, managing service delivery, and achieving KPIs/SLAs
* Strong commercial acumen and ability to support business growth and client retention
* Excellent communication and leadership skills to engage and motivate teams
* Experience with contact center systems, service reporting tools, and client management platforms
* A proactive, solutions-oriented mindset with a focus on efficiency and service excellence
About Our Organization
At our organization, you will be part of a global network committed to quality, innovation, and integrity. You will have the opportunity to help shape the future of customer-focused managed services in Ireland, work with passionate professionals, and make a real impact on our clients and communities.