Head of Managed Services

2 days ago

Galway, Ireland SGS Ireland Ltd Full time

SGS is the worlds 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 a customer-focused operation, delivering high-quality service solutions to public and private sector clients. The focus of this role is on people, performance, and service excellence. We are now seeking a strategic and people-focused 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. This role is ideal for someone with a strong background inCall Center or Customer Service Operations Management, who thrives in a fast-paced, client-driven environment. Job Description 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, customers 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. Manage budgets and resources to ensure optimal performance and cost-effectiveness. Build and maintain strong client relationships, ensuring services align with their business needs. Represent Galway Managed Services at senior leadership and client meetings. Qualifications A degree in a Business, Technical or Scientific discipline. 5+ years experience inCall 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. Solid understanding of budgeting and financial oversight in a service environment Additional information At SGS, youll be part of a global network committed to quality, innovation, and integrity. Youll 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. Ready to lead with purpose? Apply Today, closing date for applications is Friday 19, 17:30pm. SGS is an equal opportunities employer. This role is based in Galway with a minimum 3 days in the office expected. Please note immediate eligibility to work in Ireland is a requirement Skills: Customer Service Communication Leadership Organistaional

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