Process Improvement Technical Lead

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland's national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland's social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland's water services and meeting the needs of the communities we serve for generations to come.

The Role

Customer Operations develop, deliver and support excellent customer experience and service to both domestic and non domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Éireann customer strategy. Connections and Developer Services (CDS) are responsible for the customer engagement and stakeholder relationship management of all connections to the Uisce Éireann network. The CDS team manage the customer journey from development concept design, statutory planning process, pre connection, technical design, site quality assurance, vesting of new asset and final connection and metering, including developing commercial/technical customer agreements, and managing customer funding in adherence to all technical standards, connection charging policy and governance requirements. CDS are responsible for delivering a highly effective customer service, including reviewing, and implementing solutions to meet changing customer needs. Collaboration with several key business partners is essential for the successful delivery of connections on behalf of the customer. Reporting to the Process Improvement Technical Manager, the Process Improvement Technical Lead will be responsible for supporting the coordination and delivery of core enhancement projects, process improvement reviews and change projects ensuring benefits for the Connections and Developer Services function within Uisce Éireann, incorporating Uisce Éireann Systems and Uisce Éireann processes, to ensure an improved customer service in a timely fashion.

Main Duties and Responsibilities

• The development of process and system improvement opportunities, associated initiatives and solutions using principles of process excellence and related tools in accordance with CDS and UÉ business requirements
• Work closely with the Connections and Developer Services Process Improvement Technical Manager to affect process optimisation across the CDS function
• Roll out and implementation of special projects and enhancements within CDS to ensure that Customer Services is embedded in the core of all CDS activity
• Develop and maintain a clear understanding of the consistent evolution of the CDS business solution
• Complete testing of system changes on Maximo, D365, GIS and C2M.
• Prioritise workload, ensuring resource allocation is aligned within CDS objectives, like an end to end streamlined process, Regional Contractor roll out, delivery of works consistent with UÉ Standards and processes, embedding consistent design standards, and enhancing customer experience
• Ensure that processes are developed, captured and maintained in agreed formats accessible to the business
• Define and validate CDS business requirements for CDS processes
• Advise the Connections and Developer Services Process Improvement Manager on improvement options in critical systems and technologies
• Review business critical processes and systems for CDS and ensure that they are adequate and conform to industry standards
• Provide input to business change assessments from a business process perspective
• Raise risks and issues as appropriate to the Connections and Developer Services Process Improvement Technical Manager
• Line management responsibility for Process Improvement Analyst
• Other duties as required from time to time

General Duties and Responsibilities

• Collaboration with key internal stakeholders across the UÉ business
• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards
• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organization wide objectives
• Conducts duties and responsibilities in accordance with Uisce Éireann's Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation
• Other duties as required

Knowledge, Skills and Experience

• Relevant third level qualification and or accreditation is desirable and or relevant experience
• A minimum of 5 years experience in the water, utilities or similar industries is desirable
• Considerable experience working on Utility related improvement projects or initiatives
• Proficiency with a deep understanding of UÉ Business systems like (D365, Maximo, C2M, GIS, Sharepoint & Oracle)
• Demonstrated people management experience, with strong people, change management and conflict resolution skills
• Experience providing coaching in the development of the technical skills and abilities in others
• Highly motivated individual, working to the highest professional and ethical standards with proven ability to deliver results
• Experience in managing end-to-end processes to ensure delivery meets customer expectations
• Ability to develop and maintain effective strategic partnerships with key stakeholders internally and externally and offer guidance and support to make the right decisions
• Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
• Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
• Proactively identifying new areas of improvement by challenging current processes and encouraging creative thinking
• Experience in contributing to a safe working environment by checking regularly that safety and wellbeing practices are being followed

The closing date for receipt of applications for this vacancy is 01/07/2026.

Please note that applications submitted after this closing date will not be accepted.

Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveler community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.