Head of Service Delivery

Collins McNicholas Recruitment & HR Services Group; Dublin; On-site; EUR 120,000 - 160,000; Full time

Job summary

Collins McNicholas Recruitment & HR Services Group is seeking a Head of Service & Delivery to lead a sizeable national service and delivery function. The role reports to the MD and sits on the Senior Leadership Team, overseeing approximately 65 field-based employees with two direct reports, driving customer experience and operational excellence.

Qualifications

• 8–10 years' relevant management experience, including national or multi-site operations.
• Proven leadership of managers and large operational or field-based teams.
• Strong customer service, service delivery and operational management experience.
• Excellent stakeholder management and cross-functional collaboration skills.
• Experience driving change, improving processes and delivering operational efficiencies.

Responsibilities

• Lead and develop national service, delivery and customer service operations.
• Drive operational strategy, service performance and continuous improvement.
• Improve the end-to-end customer journey across multiple business functions.
• Build strong relationships across Sales, Warehouse, Customer Service and Operations.
• Develop high-performing teams and promote collaboration across the business.
• Identify opportunities for process improvement, systems optimisation and operational efficiencies.
• Support business integration and organisational change.

Skills

Leadership

Stakeholder management

Cross-functional collaboration

Change management

Customer service

Operational management

Job description

We are partnering with an established, growing business to appoint a Head of Service & Delivery. This is a newly created senior leadership role offering the opportunity to shape national operations, improve customer experience and drive operational excellence.

Reporting directly to the Managing Director and sitting on the Senior Leadership Team, you will lead a sizeable national service and delivery function, managing two direct reports and overseeing approximately 65 field-based employees.

Key Responsibilities:

• Lead and develop national service, delivery and customer service operations.
• Drive operational strategy, service performance and continuous improvement.
• Improve the end-to-end customer journey across multiple business functions.
• Build strong relationships across Sales, Warehouse, Customer Service and Operations.
• Develop high-performing teams and promote collaboration across the business.
• Identify opportunities for process improvement, systems optimisation and operational efficiencies.
• Support business integration and organisational change.

About You:

This opportunity would suit an experienced Head of Operations, Head of Service Delivery, National Operations Manager, Field Service Director or Senior Service Operations Manager looking for a strategic leadership role with genuine influence.

You will ideally bring:

• 8–10 years' relevant management experience, including national or multi-site operations.
• Proven leadership of managers and large operational or field-based teams.
• Strong customer service, service delivery and operational management experience.
• Excellent stakeholder management and cross-functional collaboration skills.
• Experience driving change, improving processes and delivering operational efficiencies.
• A strategic, commercially aware and customer-focused approach.

Experience in systems implementation or digital transformation would be advantageous but is not essential.

Why Consider This Opportunity?

This is an opportunity to join a well-established business backed by a major international group, with significant autonomy to influence strategy, develop teams and improve national service delivery.