Brodericks - Service Delivery Manager Dublin.

About Our Business

To be the most trusted and forward-thinking leader in the catering and laundry solutions industries, inspiring excellence through innovation, sustainability, and a client-first approach. Brodericks delivers tailored design, installation, servicing and lifecycle support for foodservice and select laundry equipment to clients in the corporate, hospitality and care sectors across Ireland. With a proactive commitment to quality, safety and value, we are now strengthening our operations capability as we integrate catering and laundry services across the island of Ireland.

Role Overview

This is an exciting opportunity within a growth environment responsible for shaping and integrating a customer-centric service delivery function across all catering and laundry operations on the island of Ireland. You will play a key part in the organisation’s digital transformation, supporting the implementation of a new digital management platform and modernised telephony system. You will work closely with the field management team to enhance and streamline the planning, scheduling, and dispatch of field engineers—ensuring operational efficiency, consistent service excellence, and an outstanding customer experience. As customer focused leader, you will guide and mentor the service delivery team to build strong relationships, drive continuous improvement, and uphold the highest standards of service performance.

See Role Details on Linked In Applications can be sent to recruitment@jla.com

Key Tasks

Lead the integration of service delivery operations across all products and territories to establish a unified, collaborative, and high-performing team.
Support the migration to new business platforms from a service delivery perspective, ensuring smooth transition, readiness, and effective adoption by the team.
Optimise the use of available technology and digital tools to enhance service efficiency, streamline communication, and ensure customers remain informed throughout the service process.
Lead, mentor, and develop Planning, Dispatch, and Customer Support Experts, building capability, engagement, and a strong customer-focused culture.
Oversee the planning, scheduling, and dispatch of field engineer workloads, maximising productivity, ensuring resource availability, and supporting on-time service delivery.
Ensure daily capacity management reviews are conducted, addressing risks proactively to guarantee customer appointments and service commitments are consistently met.
Guide the team in delivering prompt, professional, and effective customer support, ensuring timely issue resolution and an outstanding customer experience.
Ensure accurate and complete maintenance of customer records and service tickets, supporting operational visibility, compliance, and performance reporting.
Investigate customer complaints, conduct thorough root cause analysis, identify emerging trends, and drive corrective actions and service improvements.
Collaborate effectively with internal teams—including Field Operations, IT, Commercial, and Finance—to ensure smooth workflow, clear communication, and alignment on service priorities.
Produce detailed and actionable reports on planning efficiency, SLA adherence, capacity utilisation, and customer trends to support data-driven decisions.
Maintain and continuously refine planning, support, and service delivery processes, implementing best practices to enhance consistency, efficiency, and the customer experience.

Knowledge and Skills (what you know and what you can do)

Essential (attributes required for candidate to be considered)

Strong people management skills, with the ability to coach, mentor, and develop high-performing teams across planning, dispatch, or customer support functions.
Understanding of scheduling, dispatch, and workforce planning, ideally within a field engineering or technical service environment.
Strong analytical and problem-solving abilities, including experience using data to drive decision-making, identify performance trends, and implement improvements.
Effective communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders at all levels.

Desirable (attributes can be trained or developed)

Proficiency with service management tools, CRM systems, and digital communication platforms; experience introducing or optimising system usage is a strong advantage.

Experience (what you have done)

Essential (attributes required for candidate to be considered)

Proven leadership experience within service delivery, operations, field service, or a similar customer-focused environment.
Demonstrated experience leading a customer-facing team, with a strong focus on delivering exceptional service and building trusted customer relationships.
Experience working in a target-driven environment, with the ability to prioritise effectively, stay focused under pressure, and consistently deliver against service and operational KPIs

Desirable (attributes can be trained or developed)

Experience with digital transformation initiatives, particularly in migrating operational teams or processes to new platforms, systems, or technologies

Personal qualities (the way you think and act)

Customer-centric mindset, with a track record of delivering a great service and managing escalations or complaints effectively.
Decisive decision-maker, capable of assessing situations quickly, using sound judgement, and taking timely action to maintain service continuity and customer satisfaction.
Team-oriented mindset, displaying a proactive, can-do attitude and the ability to collaborate effectively with colleagues across functions.
Continuous improvement mindset, with experience developing or refining processes, standards, and best practices.
Highly organised, capable of managing multiple priorities and ensuring operational stability in a fast-paced environment.

Qualifications

Essential (attributes required for candidate to be considered)

Level 6 qualification in business / customer experience management or similar discipline

Desirable (attributes can be trained or developed)

Level 8 qualification in business / customer experience management or similar discipline

Note this role is full time on-site in Dublin, Salary €50-€60k per annum.

Applications can be sent to recruitment@jla.com