Service Operations Manager

Location: Ballycoolin, Dublin 15
Salary: €68,000–€73,000
Permanent | Full-Time | On-Site

Are you an experienced Service Manager or Service Operations Manager with a strong background managing field engineers and technical service delivery?

We are looking for a hands-on, commercially minded manager to take ownership of a busy national service operation, leading a team of engineers and ensuring customers receive a consistently high level of technical support and service.

This is not a general Operations Manager role.

We are specifically looking for someone who understands the world of technical service, field engineering, engineer scheduling, customer service, SLAs and service performance.

The Role

Reporting to the Finance & Operations Director, you will be responsible for the day-to-day management and performance of the Service function.

You will lead the service team, manage engineer performance and ensure jobs are planned, scheduled and completed efficiently while maintaining strong customer relationships.

What you’ll be responsible for

• Lead, manage and develop a team of field service engineers
• Plan and coordinate engineer schedules, workloads and service calls
• Manage planned and reactive service requirements
• Monitor engineer productivity, performance and utilisation
• Ensure service calls are completed within agreed SLAs and customer expectations
• Act as an escalation point for complex customer and service issues
• Monitor service KPIs and identify opportunities to improve performance
• Improve response times, first-time fix rates and overall service efficiency
• Work closely with customers to resolve technical and service-related issues
• Ensure engineers have the tools, information and support required to complete their work effectively
• Manage parts, equipment and resources required for service delivery
• Identify recurring technical/service issues and work with the wider business to resolve them
• Implement and improve service processes and procedures
• Ensure appropriate health & safety, compliance and quality standards are maintained
• Provide regular reporting on service performance, costs and KPIs
• Support the development and continuous improvement of the national service operation

The Experience We’re Looking For

You will have a strong background in service management, field service, engineering service operations or technical operations.

Ideally, you will have experience in a role such as:

• Service Manager
• Service Operations Manager
• Field Service Manager
• Engineering Service Manager
• Technical Service Manager
• Service Delivery Manager
• Service Coordinator/Manager with significant team responsibility

You should have experience managing engineers or technical field-based teams and understand the challenges involved in coordinating people, customers, jobs and resources.

You’ll need experience in:

• Managing field service engineers or technical teams
• Engineer scheduling and workload planning
• Planned and reactive maintenance/service environments
• Managing service KPIs and SLAs
• Customer escalation and complaint management
• Improving operational efficiency and service performance
• Team leadership, coaching and performance management
• Working in a fast-paced service environment
• Managing competing priorities and ensuring customer commitments are met

A technical or engineering background would be advantageous, but strong service management experience within an engineering-led environment is essential.

What we’re looking for in you

We’re looking for a manager who is hands-on, organised and commercially aware.

You won’t be someone who simply reviews reports from a distance. You’ll understand what is happening on the ground, know how to manage engineers effectively and be comfortable getting involved when service issues arise.

You’ll be:

• A strong people manager
• Highly organised with excellent attention to detail
• Commercially aware
• Customer focused
• Comfortable managing KPIs and SLAs
• Confident dealing with difficult customer and performance issues
• A strong problem solver
• Proactive rather than reactive
• Comfortable working in a busy, technical service environment

For You

• €68,000–€73,000 salary
• Bonus opportunity
• 24 days annual leave
• Company discount
• Career progression and development opportunities
• Opportunity to take ownership of a national service operation
• Monday–Friday, full-time, on-site role in Ballycoolin, Dublin 15

If your background is in general operations but you haven’t managed engineers or worked within a technical service environment, this role is unlikely to be the right fit.

If you have the service management experience, technical environment and leadership skills we’re looking for, we’d love to hear from you.

Apply today for a confidential conversation.

For more information, please apply through the link provided for the attention of Tracey Kinsella or call Osborne Recruitment on 01 485 3060.
If you are interested in finding out more about the above role and would like to be considered for this or other suitable roles that we may have available for your skill set – please attach your CV via the link provided. Please submit your updated CV in Word Format.
If you are living in Ireland and hold a VALID WORK PERMIT, we would love to hear from you, if however, you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search. 
Osborne are proud to be an Equal Opportunity Employer.

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