Head of Managed Services

4 weeks ago

Galway, Galway, Ireland SGS Full time

SGS is the world's leading inspection, verification, testing and certification company. With a global presence and a reputation for excellence, SGS Ireland plays a vital role in delivering trusted services across a wide range of industries. Our Managed Services division in Galway is at the heart of our operational excellence, supporting critical infrastructure and customer service solutions for both public and private sector clients.

We are now seeking a dynamic and experienced Head of Managed Services to lead our Galway-based operations. This is a senior leadership role with strategic oversight of service delivery, customer satisfaction, and operational performance across multiple contracts.

Job Description
  • Lead and develop high-performing teams across Operations, Customer Service Management, and Site Infrastructure.
  • Ensure delivery of contractual obligations and KPIs across all Galway-managed contracts.
  • Act as a key escalation point for service issues, breaches, and incidents.
  • Drive continuous service improvement through performance monitoring and change initiatives.
  • Collaborate with Commercial Operations to onboard new clients and transition services to BAU.
  • Define and implement operational procedures, service standards, and SLAs.
  • Foster a culture of service excellence, teamwork, and accountability.
  • Manage budgets, seek efficiencies, and optimise performance.
  • Build strong client relationships and ensure services align with their business goals.
  • Represent Galway Managed Services at senior leadership meetings.

Qualifications
  • A degree in a technical or scientific discipline.
  • 5+ years' experience in operations and team management within a customer-facing environment.
  • Proven success in service delivery and achieving KPIs/SLAs.
  • Strong commercial awareness and ability to support business development.
  • Excellent communication skills to inspire and engage teams.
  • A proactive mindset with a focus on continuous improvement and cost efficiency
  • Experience with contact management systems and service reporting tools.
  • Solid understanding of financial management practices.

Additional Information

At SGS, you'll be part of a global network committed to quality, innovation, and integrity. You'll have the opportunity to help shape the future of managed services in Ireland, work with passionate professionals, and make a real impact on our clients and communities.

Ready to lead with purpose? Apply Today, closing date for applications is Friday 12 September, 17:30pm.

SGS is an equal opportunities employer.

Please note immediate eligibility to work in Ireland is a requirement

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