Head of Transformation (Customer Operations)

Flogas Ireland; Dublin; Hybrid; EUR 80,000 - 100,000; Full time

Job summary

A leading energy supplier in Ireland is seeking a Head of Transformation to ensure high-quality service delivery. This pivotal role involves driving strategic change, enhancing customer service, and managing third-party relationships. The ideal candidate will have extensive leadership experience in the energy sector and will excel in operational efficiency, regulatory compliance, and stakeholder engagement. The company offers competitive benefits and a collaborative work environment.

Benefits

Competitive Salary

Defined contribution pension scheme

Health Insurance

Staff discounts

Hybrid work options

Health and Wellbeing Supports

Learning and Development

Career Advancement

Qualifications

• Experience in service transformation within the energy sector.
• Expertise in managing third-party providers.
• Deep understanding of energy market operations and regulations.

Responsibilities

• Drive strategic change with the Operations Director.
• Lead transformation projects for improved service.
• Manage partnerships with third-party providers.

Skills

Leadership

Negotiation

Stakeholder management

Operational efficiency

Customer service

Strategic thinking

Education

Extensive experience in senior leadership roles

Job description

About the role

The Head of Transformation is a key leadership role responsible for ensuring seamless, high-quality service delivery across all operational functions. Working closely with the Operations Director, this role plays a pivotal part in driving strategic change, operational efficiency, and customer-centric service improvements. With a strong emphasis on customer experience, operational performance, and regulatory compliance, the Head of Transformation will lead initiatives to identify and address inefficiencies, enhance service standards, and drive continuous improvement. The role requires cross-functional collaboration with internal teams and external partners to ensure seamless service delivery, cost optimisation, and sustainable business growth.

Key Responsibilities

• Driving Strategic Change with the Operations Director
• Support the Operations Director in shaping and executing the long-term service delivery strategy.
• Lead transformation projects to enhance customer service, operational efficiency, and automation.
• Influence business-wide decision-making to align service operations with strategic goals.
• Develop strategies to optimise resources on all island basis
• Ensure service enhancements are standardised across ROI, and NI, considering local regulations.
• Identify areas where standardised processes, technology, and resources could drive efficiency.
• Develop business cases to assess risks, benefits, and financial viability of shared services.
• Collaborate with internal teams to evaluate all island service models.
• Managing Third-Party Relationships & Service Partnerships
• Oversee relationships with outsourced service providers, and technology partners.
• Establish and monitor SLAs (Service Level Agreements) to ensure third-party performance meets business expectations.
• Negotiate contracts and service agreements to drive cost efficiency and service excellence.
• Develop a governance framework for regular performance reviews, audits, and risk management of external partners.
• Ensure third-party vendors align with regulatory requirements and customer service objectives.
• Identifying Gaps, Inefficiencies & Implementing Solutions
• Conduct root cause analysis on operational inefficiencies and implement continuous improvement initiatives.
• Drive operational cost savings while maintaining high service standards.
• Enhancing Performance & Service Delivery KPIs
• Define, measure, and track service performance metrics to ensure operational efficiency.
• Develop data analytics and reporting to drive insight-led decision-making.
• Regularly benchmark service performance against industry standards and drive best practices.
• Regulatory Compliance & Risk Management
• Ensure full compliance with CRU, UR, and other industry regulations.
• Develop risk mitigation strategies for service disruptions, compliance risks, and regulatory changes.
• Maintain audit readiness and governance frameworks to minimise regulatory risks
• Leadership & Stakeholder Engagement
• Lead, mentor, and develop high-performing service teams across multiple regions.
• Foster a culture of innovation, accountability, and continuous service improvement.

Candidate Profile

The ideal candidate will bring extensive experience in a senior leadership role within an energy supplier, with a strong background in service transformation and customer operations. They will demonstrate expertise in managing third-party providers and complex outsourcing agreements, ensuring high service standards and compliance. A deep understanding of energy market operations, regulatory requirements, and compliance frameworks is essential. This candidate will also be a strategic thinker with exceptional leadership, stakeholder management, and negotiation skills, capable of driving operational excellence and delivering results in a fast-paced environment.

About Flogas

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.

As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Ireland’s leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

Why work with us?

Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.

Benefits

• Competitive Salary
• Defined contribution pension scheme
• Health Insurance
• Staff discounts
• Hybrid work options (role dependant)
• Health and Wellbeing Supports
• Learning and Development
• Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.

Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.