Service Delivery Director
6 days ago
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.
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