Service Operations Manager

Cpl; Dublin; On-site; EUR 75,000 - 110,000; Full time

Benefits offered by this job

Collaborative environment

Impactful leadership role

Opportunities for progression

Job summary

Cpl is seeking an experienced Logistics Operations Manager in Dublin to lead and develop a national service operation within a growing FMCG business. The role focuses on delivering high standards of service, efficiency, and customer support while driving continuous improvement.

The successful candidate will lead the service team, manage performance, and collaborate across functions to optimise scheduling, stock, and supplier management.

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

Skills

Operational leadership

Team management

Planning & organisation

Problem solving

ERP systems

Decision making

Cross-functional collaboration

Customer-focused

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.