Service Operations Manager

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.