Service Manager

Tata Consultancy Services; Letterkenny; On-site; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Health care

Pension

Life assurance

Laptop provided

Training resources

Discounts within Tata network

Job summary

Tata Consultancy Services UK&I in Letterkenny invites applications for a Service Manager. You will lead a team to achieve service levels and KPIs, ensuring high-quality customer service across multiple client accounts.

The role demands strong leadership, coaching, and regulatory understanding to drive performance and customer satisfaction. You will manage end-to-end people development, align with company policies, and contribute to continuous improvement initiatives while collaborating with

Qualifications

• At least two years of proven people‑management experience in financial services or similar industries.
• Understanding of regulatory requirements with financial qualifications considered advantageous.
• Knowledge of Life and Pension operations within client environments.

Responsibilities

• Lead, motivate, develop and inspire team members.
• Manage workload and deliver high-quality service across multiple client accounts.
• Ensure compliance with company procedures including Health & Safety and HR policies.
• Maintain and monitor KPIs and SLAs through effective resource planning.
• Escalate and resolve complaints in line with FCA TCF principles.
• Drive continuous improvement and coach team for performance.
• Collaborate with other teams to share best practices and improve service.

Skills

People management

Data analysis

Regulatory awareness

TCF / FCA awareness

Stakeholder management

Coaching & development

Planning & organization

Continuous improvement

Contact-centre tech

Tools

Contact-Centre Technologies

Job description

Job Type: Permanent

Hours of Work: 8 hour rotation between 08:00 AM and 18:00 PM.

Join a global tech leader right here in Donegal. With over 850 employees and a state‑of‑the‑art global delivery centre, we’re proud to offer world‑class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

Careers at TCS: It means more

TCS is a purpose‑led transformation company, built on belief. We do not just help businesses transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

Delivering Real Leadership Impact -

Your leadership empowers teams to build the knowledge, capability, and confidence they need to perform effectively across phone, email, and digital channels—driving smooth operations, high‑quality service delivery, and an exceptional customer experience.

Developing Strong Team Capability -

By coaching, supporting, and guiding team members across call‑center, service‑center, and administrative functions, you strengthen their communication, problem‑solving, and organisational skills—ensuring they are equipped to meet performance expectations and thrive in a modern service environment.

Being Part of a Collaborative Leadership Team -

Join a dynamic group of team managers and operational leaders where knowledge‑sharing, partnership, and continuous improvement drive success. Through collaboration with peers and subject‑matter experts, you’ll help elevate team performance while growing and developing as a leader.

The Role

As a Service Manager, you will lead, motivate, and inspire your team to consistently achieve service levels, performance targets, and key operational objectives. You’ll play a pivotal role in cultivating a high‑performing environment where colleagues feel supported, empowered, and driven to deliver outstanding results.

You will have full responsibility for customer service delivery and all aspects of people management and development. Through strong leadership, clear communication, and a genuine commitment to your team’s growth, you will guide individuals to reach their full potential. You’ll work closely with each team member to build capability, nurture talent, and foster continuous improvement, ensuring that every customer interaction reflects excellence.

Your leadership will directly influence the success of our customers, our business, and our clients, creating a culture where quality, accountability, and collaboration thrive.

In this role, you will manage a team that supports and answers calls across multiple client accounts, providing variety, challenge, and the opportunity to develop broad operational expertise. You will ensure your team is confident, knowledgeable, and adaptable, able to switch contexts with ease while maintaining exceptional service standards.

Your responsibilities:

• Lead, motivate, develop, and inspire team members.
• Active management of team and workload, delivering high level of quality service to support a range of Accounts
• Full understanding and application of all relevant Company procedures (for example, Health and Safety and Human Resource policies).
• Ensure Performance Management system is operating effectively and that all people processes and procedures are followed.
• To ensure operational compliance with Company, regulatory and legislative requirements.
• Act as a point of escalation for complaints as and when required.
• Make decisions in line with Treating Customers' Fairly principles outlined by the FCA.
• To continually monitor and challenge performance to improve customer experience and drive efficiency.
• Ensure departmental KPIs and SLAs are delivered and consistently met by using effective resource and contingency planning.
• Contribute to area management team, identifying problems, proposing and implementing solutions at a team/area level.
• Governance & Oversight and active management of all aspects of quality assurance.
• Liaise with other operational teams to improve service/working practices.
• Lead local projects and participate in wider projects where required.
• Achieve and maintain Overseer competence under FCA guidelines.
• Compliance – To ensure that you understand and adhere to the Company Code of Conduct and, where appropriate, comply with all relevant regulatory policies. This includes the completion of any mandatory training requirements.
• Financial Controls – Ensure all expenditure commitments and payments are properly authorized, controlled and monitored, in accordance with Capita’s delegated authority requirements.

Your Profile

Essential skills/knowledge/experience:

• Experience - At least two years of proven people‑management experience, supported by relevant industry or financial services exposure. Demonstrates an understanding of key regulatory requirements, with financial qualifications considered advantageous. Understanding and attainment of regulatory and Company requirements, including broad knowledge of the client’s Life and Pension Operations
• Data Analysis & Regulatory Awareness - Capable of producing and analyzing statistical information to inform decision‑making, with a strong knowledge of Treating Customers Fairly (TCF) outcomes and how they apply across all areas of Customer Service.
• Data Interpretation & MI Awareness - Ability to review call‑center KPIs, SLAs, error trends, quality scores, and customer satisfaction insights to inform decisions.
• Strong Stakeholder Management Skills - Comfortable liaising with clients, SMEs, quality teams, and operational leaders to align priorities and service delivery.
• Proven people development and management capability - communicating effectively both verbally and in writing, displaying an ability to receive and deliver feedback in a constructive manner. Collaborating effectively with senior leaders, technical teams, and external partners.
• Ability to motivate, coach and influence colleagues - contributing to a good working atmosphere within one's own team and in dealing with customers internally and externally. Often showing ability to adapt style to different circumstances and people. Ability to develop team capability through structured coaching frameworks, call‑listening feedback, or performance development programs.
• Planning and organizational skills - with effective time management
• Showing exceptional initiative and resilience - having an open-minded approach to dealing with ideas and suggestions from colleagues and customers
• Ability to adapt – able to adapt and be understanding as well as showing personal integrity
• Analytical skills and root cause identification - displaying problem solving and decision-making skills applying creativity to complex problems
• Effective networking and relationship building skills
• Experience Managing Multi‑Client or Multi‑Process Teams - Helpful when leading teams that support more than one account or workflow.
• Exposure to Continuous Improvement Methods - Experience with Lean, Six Sigma, or process‑improvement initiatives to enhance service efficiency.
• Proficiency with Contact‑Centre Technologies - Familiarity with telephony systems, CRM platforms, workflow tools, or policy‑administration systems used in Life & Pensions operations.
• Conflict Resolution & People Support Skills - Useful for managing escalations, sensitive customer situations, or supporting colleagues through challenging workloads.

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long‑term conditions who meet the minimum criteria for the role. Please email us at [e-mail] if you would like to opt in.