Service Director IRL

Convergint; Dublin; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Company vehicle provided

Generous annual leave

Ongoing training and development

Progression pathways

CSR Day

Job summary

Convergint in Ireland is seeking a Service Director to provide strategic and operational leadership of the Service function. You will drive service performance, customer retention and financial results while leading Service Managers and their teams.

You will build trusted customer relationships, oversee maintenance and service delivery, and partner with Sales to grow profitable service opportunities. A competitive remuneration package and career progression await.

Qualifications

• Senior leadership experience in service operations.
• Proven track record in financial management and contract profitability.
• Strong coaching, communication and decision-making skills.

Responsibilities

• Develop and deliver the service strategy, operating plan and budget.
• Lead Service Managers and teams; set expectations and performance reviews.
• Build trusted relationships with key customers and manage escalations to resolution.
• Oversee planned maintenance, reactive service and contracted support.
• Deliver revenue, gross margin and controllable cost targets; forecast and review variances.
• Partner with Sales to retain customers and develop profitable service opportunities.

Skills

Leadership

Financial management

Customer relationships

Operational improvement

Job description

With 25-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realise the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we

provide.

Position Summary:

The Service Director provides strategic, operational and commercial leadership of the Service function, delivering safe, high-quality customer service and achieving agreed business objectives. Leading Service Managers and their teams, the role is accountable for service performance, customer retention, people development and financial results. The Director leads with integrity, accountability and transparency, building a collaborative culture and driving continuous improvement and sustainable growth.

Key Responsibilities:

• Develop and deliver the service strategy, operating plan and budget, aligning resources and priorities with customer commitments and business objectives.
• Lead, coach and develop Service Managers and their teams; set clear expectations, review performance and support recruitment, engagement, recognition and succession planning.
• Build trusted relationships with key customers, lead service reviews and manage significant escalations through to resolution, maintaining clear and timely communication.
• Oversee planned maintenance, reactive service and contracted support; ensure effective scheduling, resource utilisation, service quality and achievement of service level agreements.
• Deliver agreed revenue, gross margin and controllable cost targets; maintain accurate forecasts, review contract profitability and address financial variances with Finance.
• Partner with Sales and account teams to retain customers, renew service agreements and develop profitable service opportunities within agreed commercial authority.
• Standardise processes, strengthen service reporting and use performance data to improve productivity and customer outcomes; coordinate effective sales-to-service and operations-to-service handover.
• Champion safety, compliance and risk management, ensuring competent teams, appropriate controls and timely corrective action. Promote teamwork, ownership and honest communication.

Experience and Core Competencies:

• Proven senior leadership of service operations in security, systems integration or a comparable technical service environment, including management of managers or multiple teams.
• Demonstrated success in financial management, customer relationships, service contracts and operational improvement; strong coaching, communication, analytical and decision-making skills.
• Relevant technical, business or trade qualification, or equivalent experience; commercial judgement, resilience and a fair, inclusive approach to developing people.

Key Performance Indicators:

Performance is assessed against agreed targets across four areas, with safety and compliance underpinning all results.

Customer

Customer satisfaction, retention, contract renewals and timely escalation resolution.

Operational

SLA compliance, maintenance completion, field utilisation, embedded coverage where applicable, service quality and safety compliance.

People

Colleague engagement and retention, development, succession readiness and performance review completion.

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

What We Offer

• A competitive remuneration package, commensurate with experience
• Company vehicle provided (role dependent)
• Generous annual leave entitlement
• Ongoing training and development opportunities
• Clear progression pathways within Convergint
• Corporate Social Responsibility (CSR) initiatives and paid CSR Day
• A supportive, inclusive, and values-driven company culture