Service Delivery Manager

TLI Group is looking for a Service Delivery Manager to join the Home Services team and lead the safe, compliant and commercially effective delivery of operations across Ireland.

As Service Delivery Manager, you will provide operational, financial, programme and people leadership across customer journeys, crew scheduling, subcontractor deployment, operational reporting, revenue declarations, platform data and process controls. You will ensure teams and resources are coordinated effectively, customer commitments are achieved and operational issues are identified and resolved quickly.

This is a hands-on role with responsibility for setting clear service levels and KPIs, developing team capability, maintaining strong daily controls and supporting project teams with reporting, cost control, earned value management and project risk. The role will involve a combination of office-based and site-based working in line with operational requirements.

Package:

• Competitive rates of pay.
• 23 days annual leave.
• Maternity Benefit.
• Sick pay after completion of probation.
• Take part in our "Career Pathway Programme", with an emphasis on training and career development.
• Opportunity to progress your career within a growing company.
• Voluntary Pension available on completion of probation.
• Employee membership of our LAYA EAP Programme, providing 24/7 mental wellbeing support and an Employee Assistance Programme.
• Health Insurance Discount.
• Life Assurance Payment.
• Standard industry training provided.

Key Responsibilities

Key Responsibilities

The successful candidate will be responsible for the following:

Lead and develop the team responsible for end-to-end customer journey delivery, ensuring customer commitments, communications, appointments and outcomes are coordinated effectively.

Ensure crews are scheduled and deployed in line with programme priorities, competence requirements, geographic efficiency, customer commitments and available resources.

Ensure daily crew logs are completed accurately and on time, with incomplete information or operational issues reviewed and escalated promptly.

Maintain clear oversight of subcontractor locations, assignments and availability, ensuring relevant teams have accurate and current information.

Ensure revenue declarations are accurate, supported and submitted in line with company controls, revenue-recognition requirements and reporting deadlines.

Maintain accurate platform basis and master data, with appropriate validation, traceability and change control.

Own and maintain operational process flows, ensuring they are documented, communicated, followed and improved as business or client requirements change.

Ensure weekly checks of critical equipment and vehicles are completed, recorded and reviewed, with defects and overdue actions promptly closed out.

Set clear responsibilities, service levels, controls and KPIs, and manage team performance, capability, cover and succession arrangements.

Support project teams with project reporting, contractual positions, cost control, earned value management and the assessment of project risks.

Implement the TLI Safety Charter and Life Saving Rules and deliver the Home Services element of the company business plan in line with strategic goals.

Promote continuous improvement, a right-first-time culture and strong customer outcomes across the operation.

Qualifications & Skills

Qualifications & Skills

Must Haves:

A recognised HND, degree or equivalent relevant industry experience.

Demonstrable senior people and line leadership experience, with evidence of consistent delivery success.

Experience leading operational coordination, scheduling or service-delivery teams.

Strong knowledge of workforce planning, daily operational controls and exception management.

Experience maintaining operational data, master data or platform-system inputs with appropriate data-quality controls.

Strong commercial awareness and a client-focused approach.

Excellent communication, interpersonal, organisational and planning skills.

Ability to balance competing priorities and deliver within a demanding and changing workload.

Important:

Proficiency in Microsoft Word, Excel, Outlook, Teams, Copilot and reporting tools.

Working knowledge of Oracle NetSuite, CRM platforms or comparable ERP and client management systems.

Ability to work with minimum supervision while contributing effectively as part of a wider team.

Professional, honest and accountable, with a positive and flexible approach to change.

A proactive, right-first-time mindset with the ability to think ahead, innovate and collaborate.

Commitment to TLI Group's Mission, Vision, Values, Business Objectives and Life Saving Rules.

Industry-specific accreditation at chartered status and/or a master's degree.

Experience establishing organisation structures, resource plans, training matrices and succession arrangements aligned to a work programme.

Experience contributing to strategy and business planning at group or divisional level.

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