Video for this job

Collins McNicholas

The role will be responsible for:

  • Managing the delivery of services to very large volumes (100,000 plus): 
    • contact centre supports 
    • processing of applications 
    • notifications of outcomes
    • Issue escalation
    • Manage the vendor / provider of any third party delivery of these services



Service Delivery Management

    • Ensure the account management service model and delivery reflects a strong commitment to service excellence and maintains a focus on the user experience
    • Ensure clear deliverables and service standards are defined and maintained
    • Ensure there is a clear understanding of the end-to-end process and any impacts or issues arising from delivery
    • Ensure proper process and procedures are documented and applied
    • Establish and apply clear service targets and key performance indicators
    • Apply analysis and generate solutions
    • Ensure management information is effective and utilised
    • Ensure strong coordination and communication with other business units
    • Apply active risk management to service delivery and provide for service continuity

Vendor Management

    • Ensure that necessary contracts and service level agreements are in place and maintained with any vendor / service provider
    • Act as the main point of contact with any vendor / third party service provider on a day to day basis in respect of service planning, performance and escalations
    • Ensure service objectives and requirements are represented and reflected in delivery
    • Promote partnership in delivery and service development Promote continuous improvement in performance and processes

 People Management

    • Manage any assigned staff members and team, ensuring they are equipped with a clear understanding of requirements and expectations; are developed, supported and performance managed 
    • Ensure credible relationships are maintained with any vendor, across the organisation and with stakeholders
    • Ensure that staff adhere to company policies, standards and procedures
    • Ensure adherence to the highest standards of health and safety and to all internal policies and procedures which support the promotion of a positive environment for occupational safety, health and welfare.


  • Minimum 5 years’ experience of management of customer service / account transaction services by a third party supplier and / or managing within customer interface transaction services of a significant scale
  • Minimum of 3 years’ experience of business to business relationship management
  • Minimum of 3 years’ experience of team management in service development and delivery
  • Experience of a busy, complex and dynamic operations environment
  • Proven track record of effective vendor management / key stakeholder management
  • Evidence of the production of high quality reports and written materials
  • Proficient in use of business systems, workflows and management information; Microsoft packages; SharePoint applications and portals
  • Whilst experience and performance track record are key determinants, relevant qualification in project management / business management / logistics / service development and delivery is desirable.
  • Personal application, critical thinking and presentational capacity as represented through a third level qualification to Level 8 or higher on the National Framework of Qualifications, or equivalent, is desirable.


  • Experience of working on a client / provider site
  • Experience of service delivery in public service or early years context
  • Understanding of the Irish language

For a confidential discussion and more information on the role, please contact Nicola Egan on 090 64 78104 or email

For more information on our Recruitment and HR Services and to see a full list of our available jobs across Ireland, please visit our website

Follow us on LinkedIn and connect with our Recruitment Consultants to discuss the latest jobs as well as our job searching tips and videos!


Firstname (required)

Surname (required)

Your Email (required)

Your mobile (required)

Upload CV (required)


In order to provide you with our services, we need to process certain personal information about you. We will only use your personal information to deliver the job-seeking or related services you have requested.

We seek your consent to store your data and provide you with the best possible service. If you have any questions regarding our legal obligations to you or your rights under the GDPR please refer to our privacy statement which clearly outlines all of your rights.

Related Articles

South East Relocation Survey 2018

Quality of life, short commutes and more disposable income reasons top talent are being drawn to the sunny South East Over three quarters of professionals who relocated have more disposal income – new survey shows 95% of respondents say their work/life balance has improved since moving to the South East 64% commute to work in less than 20 minutes […]
Read More