Service Delivery Manager

Person requirements:

  • Must have a technical backgroundand be able to understand Install process and technical requirements of Install, including time lines and technical complexities, servers installs, migrations projects and Cloud / virtual server environment – typical duration 5 – 40 days
  • Must be commercially focused, understand utilisation reports, cost per hour and ROI on staff and where required change and redesign scheduling and Technical operations to achieve increased revenues
  • Ability to manage multiple engineers across multiple Geographic locations – Dublin, Waterford, and Cork
  • Must have strong customer service/quality of service delivery and understand client expectations – while cost constantly looking to overachieve on service delivery
  • Must take the job personally, take full responsibility and always strive for 100%
  • Personality Traits – Strong, analytical, personable, forceful, organised, good attention to detail, expedient, commercial, motivated, quality-driven, procedural and process-oriented, people-centric, driven, persuasive, non-confrontational,
  • Pre-sales:

    • Assist SAM’s (Sales account managers) with quotations and technical assessments pre quotation stage – Sanity Check, deliverables and the technology being deployed
    • Check and validate time lines for installations based on resources allocated and similar works
    • Select engineers to carry out the job, based on experience and skillsets, attitude, customer service skills
    • Liaise with purchasing and stock control department on good dispatch and work schedule

    Schedule field service engineers

    • Oversee the Schedule for Preventative Maintenance calls – 2 months in advance (resource and client side)
    • Coordinate all Installations (small PC installs to larger server projects)
    • Schedule onsite break Fix engineers – coordinate escalations with Helpdesk manager
    • Schedule and manage remote install engineering – Time, tickets, utilisation, and escalations
    • Schedule multiple engineers geographically spread, with commercial and Utilisation focus

    Paperwork/information capture:

    • Complete project install details outlining project and tasks and time lines, in consultations with engineering where required
    • Generate Installation tickets including tasks and time lines and assign as required
    • Check install tickets post-install to ensure correct, time and items correct as per SO and clients expectations, review and close ticket
    • Follow up with Clients post Installs to review works carried out, Client feedback and Quality control
    • Check to ensure new clients are captured against process and Config details are input correctly for all new clients being added to the management system (Connectwise)

    Customer interaction:

    • Contact client pre-visit and confirm schedule, date, time engineer attending etc.
    • Monitor engineer to ensure attending as scheduled
    • Carry out post install quality review with clients and escalate if required
    • Assume point of contact for clients during Installations and projects – coordinate additions and changes to the project ticket and Sales orders as required
    • Sales enquiries – ensure sales enquiries from clients and engineers are passed to the Sales team and followed up with Client
    • Provide a point of contact for Clients on Installations pre During and Post Installs


    • Carry out ongoing install assessment on engineer’s – Pre, during and post Install
    • Translate the quotation from Sales team into Install specification for engineer
    • Cross-check time lines allocated to the job, per assigning to engineer
    • Provide point of contact during Installation with all engineering teams and clients manage all escalations and feedback to SAM on job progress
    • Manage schedule for on-call engineer, rotas and covers for escalations – including out of hours and on-call escalation, Level 2 and escalations

    Accounts and reporting:

    • Present weekly % utilisation reports per engineer for service engineering team (excluding helpdesk), manage any under utilisations per engineer and address as required,
    • Liaise with Purchasing and stock control department on stock levels and engineering requirements
    • Manage SO editing as project changes – coordinate with Purchase for changes/edits and additions
    • Review Install tickets for time, details and accuracy (ensure logged correctly) and cross-check Invoice for all installs, (as part of the Friday process)
    • Measure and report on Customer satisfaction and NPS (Net Promoter Score) statistic’s, per install team
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