Service Operations Manager

Cpl Healthcare; Dublin; On-site; EUR 70,000 - 95,000; Full time

Job summary

Cpl Healthcare is seeking a Logistics Operations Manager in Dublin 15 to lead a national service operation within a fast-paced FMCG environment.

You will drive operational excellence, oversee the service function, and develop the team while ensuring high standards of technical service delivery and customer support.

This role offers significant scope to influence performance, reporting on KPIs and continuously improving processes across cross-functional teams.

Qualifications

• Proven operational leadership experience within service, logistics or operational environments.
• Experience managing teams in a fast-paced operational setting.
• Strong planning, organisational and problem-solving skills.
• Ability to build structure, accountability and operational discipline within a growing business.
• Experience using service management and ERP systems.
• Strong decision-making capability and ability to manage competing priorities under pressure.
• Excellent communication and cross-functional collaboration skills.
• Commercial awareness with a strong customer-focused mindset.

Responsibilities

• Lead, develop and manage the Service team and cross-functional inputs.
• Oversee daily service scheduling and resource planning.
• Monitor KPIs: first-time fix rates, response times, and backlog.
• Drive continuous improvement and compliance with quality and safety standards.
• Coordinate stock, inventory controls and supplier relationships.
• Engage with stakeholders to ensure customer-focused service delivery.

Skills

Operational leadership

Team management

Planning & organisation

Decision making

Communication & collaboration

Customer focus

Prioritisation under pressure

Problem solving

Tools

ERP systems

Job description

Logistics Operations Manager

Location: Dublin 15

About the Role

An exciting opportunity has arisen for an experienced Logistics Operations Manager to lead and develop a national service operation within a fast-paced and growing FMCG business.

This role is responsible for ensuring high standards of technical service delivery, operational efficiency, engineer performance and customer support. The successful candidate will play a key leadership role in driving operational excellence, team development and continuous improvement across the service function.

Responsibilities

Team Leadership

• Lead, manage and develop the Service team while contributing actively within the wider management team.
• Build accountability, operational discipline and strong decision-making capability across the department.
• Ensure clear objectives, roles and responsibilities are understood by all team members.
• Coach and support employees to enhance performance and capability.
• Foster a positive, customer-focused and solutions-oriented culture.

Customer Support & Service Delivery

• Ensure all technical service issues are effectively logged, tracked and resolved.
• Coordinate internally to deliver timely and solutions-focused responses to technical matters.
• Manage customer expectations professionally and proactively.

Technical & Operational Oversight

• Identify recurring technical issues, service trends and operational risks.
• Drive root cause analysis and implement corrective improvement actions.
• Escalate recurring customer impact trends through appropriate review channels.

Performance & KPI Management

• Manage and report on key operational KPIs across the service function.
• Monitor first-time fix rates, response times, engineer utilisation, backlog management and preventative maintenance completion.
• Ensure consistent operational performance and implement corrective actions where necessary.

Service Planning & Resource Management

• Oversee daily service scheduling to maximise resource utilisation.
• Coordinate installation planning and engineer allocation to support customer demand.
• Manage preventative maintenance programmes and service priorities.
• Maintain visibility across all active service work and escalations.

Stock & Supplier Management

• Ensure stock accuracy and integrity for parts and equipment across locations.
• Manage stock takes and inventory control processes.
• Oversee supplier relationships to maintain effective service levels, lead times and pricing.

Cross-Functional Collaboration

• Work closely with departments including Customer Experience, Sales, Finance, Operations and Quality.
• Support collaborative decision-making and efficient issue resolution.

Continuous Improvement & Compliance

• Review and improve service processes to increase standardisation and reduce repeat issues.
• Ensure compliance with quality, health & safety, hygiene and environmental standards.
• Maintain audit-ready service documentation and procedures.

Candidate Requirements

• Proven operational leadership experience within service, logistics or operational environments.
• Experience managing teams in a fast-paced operational setting.
• Strong planning, organisational and problem-solving skills.
• Ability to build structure, accountability and operational discipline within a growing business.
• Experience using service management and ERP systems.
• Strong decision-making capability and ability to manage competing priorities under pressure.
• Excellent communication and cross-functional collaboration skills.
• Commercial awareness with a strong customer-focused mindset.

What’s on Offer

• Opportunity to lead a critical operational function within a growing organisation.
• Collaborative and supportive management environment.
• A role with significant scope to influence operational performance, service quality and continuous improvement initiatives.