About the Role:
The Head of Service Delivery is a key leadership position responsible for ensuring seamless, high-quality service delivery across all operational functions.
This role plays a pivotal part in driving strategic change, operational efficiency, and customer-centric service improvements. With a strong emphasis on customer experience, operational performance, and regulatory compliance, the Head of Service Delivery will lead initiatives to identify and address inefficiencies, enhance service standards, and drive continuous improvement.
Key Responsibilities
1. Driving Strategic Change with the Operations Director: Support the Operations Director in shaping and executing the long-term service delivery strategy.
2. Lead Transformation Projects: Enhance customer service, operational efficiency, and automation by leading transformation projects.
3. Influence Business-Wide Decision Making: Align service operations with strategic goals by influencing business-wide decision making.
4. Develop Strategies for Resource Optimization: Develop strategies to optimize resources on an all-island basis.
5. Ensure Standardized Service Enhancements: Ensure service enhancements are standardized across ROI and NI, considering local regulations.
6. Identify Areas for Efficiency Gains: Identify areas where standardized processes, technology, and resources could drive efficiency.
7. Develop Business Cases: Develop business cases to assess risks, benefits, and financial viability of shared services.
8. Collaborate with Internal Teams: Collaborate with internal teams to evaluate all-island service models.
9. Manage Third-Party Relationships & Service Partnerships: Oversee relationships with outsourced service providers and technology partners.
10. Negotiate Contracts and Service Agreements: Negotiate contracts and service agreements to drive cost efficiency and service excellence.
11. Develop Governance Frameworks: Develop a governance framework for regular performance reviews, audits, and risk management of external partners.
12. Regulatory Compliance & Risk Management: Ensure full compliance with CRU, UR, and other industry regulations. Develop risk mitigation strategies for service disruptions, compliance risks, and regulatory changes.
13. Maintain Audit Readiness: Maintain audit readiness and governance frameworks to minimize regulatory risks.
14. Leadership & Stakeholder Engagement: Lead, mentor, and develop high-performing service teams across multiple regions.
Candidate Profile:
The ideal candidate will bring extensive experience in a senior leadership role within an energy supplier, with a strong background in service transformation and customer operations. They will demonstrate expertise in managing third-party providers and complex outsourcing agreements, ensuring high service standards and compliance. A deep understanding of energy market operations, regulatory requirements, and compliance frameworks is essential.
About Flogas:
Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island. Part of the DCC Group, we have evolved and grown as an energy business, acquiring Budget Energy and Flogas Enterprise Solutions.
We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace where everyone feels included and heard.
Benefits:
* Competitive Salary
* Defined contribution pension scheme
* Health Insurance
* Staff discounts
* Hybrid work options (role-dependent)
* Health and Wellbeing Supports
* Learning and Development
* Career Advancement Opportunities
Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.