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Job Title

Service Manager


Service Manager. Cork. Permanent. Our client, a leading Global company who are recruiting a Service Manager to join their team in Cork. Reporting directly to the site lead this is a new position to deal with continuing expansion of the business. Responsibilities. Lead a team managers and an overall team of 100+ Provide guidance to and mentor all levels of management throughout the organisation. Build and adhere to SOPs in order to drive operational excellence. Develop employees and engage in succession planning at all levels across all teams. Ensure high volume productivity while maintaining high quality standards. Operate in accordance with the organisational values and protect the brand globally. Create, manage and maintain clear KPI metrics for the business unit. Drive process improvement in SLAs and achieve operational excellence. Analyse key issues in the business and proactively address them. Drive operational efficiency while improving customer experience. Requirements. 5+ years’ experience in a similar management role, preferably managing teams of managers (Essential. Experience in a BPO/Call Centre/Shared Services environment or similar is essential. Third level degree in a related area, MBA is an advantage. Project management experience (Six Sigma/Lean is beneficial. Strong leadership and coaching skills with direct people management and employee development experience. Demonstrated ability to thrive in a target driven environment. Previous experience working in a matrix organisation managing teams of over 100 people (Essential. Excellent communication and interpersonal skills. Flexibility to support business needs and the adapt to a changing environment. Proven success in operational management and driving change. Confidence to suggest and implement process improvements and challenge senior management where appropriate. Reasonable knowledge of HR practice and employment law. Experience with a CRM system. Fluency in another language is an advantage. For more information on this role please send your CV to or call Avril Downey on 021 4626121 for a confidential discussion. This job originally appeared on



Date Added

160 days ago