HSE Service Delivery Manager
Posted 4 hours 55 minutes ago by Three Ireland (Hutchison) Limited
Join us as a HSE Service Delivery Manager. The Service Delivery Manager plays an important role in helping customers achieve their business goals by acting as the intermediary between the customer and the business. This role supports the implementation of state of the art managed services and ensures an excellent customer experience aligned with contractual obligations and Service Level Agreements (SLAs). As a senior customer facing specialist, your primary purpose is to provide centrally managed and dedicated support to strategic business customers, particularly within large scale public sector environments such as the HSE. Your key objective is to deliver an unparalleled customer experience by continuously improving and simplifying how services are delivered and supported. You will act as the primary liaison between the customer and internal operational, technical, and service teams, ensuring service excellence, governance, and continuous improvement across all aspects of service delivery. This position requires excellent communication, influencing, and leadership skills, with the ability to engage effectively across all levels of the organisation and customer stakeholders. This position forms an integral part of the business sales operations and service delivery function.
What Else It Involves- Responsible for the continuous improvement and simplification of all customer facing processes, embedding a culture of Continuous Service Improvement (CSI).
- Establish and maintain structured governance frameworks, including participation in steering committees and strategic reviews.
- Coordinate internal resources and third parties/vendors to ensure the successful execution of operational and service delivery activities.
- Ensure all deliverables are completed on time and in line with contractual SLAs and customer requirements.
Monitor service performance and produce detailed reporting on SLAs, KPIs, and service quality, providing insights and recommendations. - Conduct regular service review meetings (weekly, monthly, quarterly) to evaluate performance, identify improvements, and track actions.
- Report and Escalate risks, issues, or performance concerns (Amber/Red status) to management with clear mitigation plans.
- Take ownership of risk management, ensuring proactive identification, mitigation, and resolution of service risks.
- Act as the primary customer liaison, ensuring clear, consistent communication between the customer, service desk, and internal teams.
- Ensure alignment between operational delivery (incident, problem, order, and change management) and agreed service standards.
- Support and oversee incident and problem management, ensuring resolution within SLA and driving root cause analysis.
- Oversee change management processes, acting as an approver where required to minimise service disruption.
- Drive service transformation initiatives, including adoption of new technologies, tools, and delivery models.
- Lead and support service improvement initiatives based on performance data, customer feedback, and operational reviews.
- Ensure effective service desk engagement, including first and second line support, escalation management, and service request handling.
- Work closely with operational leads to monitor order management, fault resolution, and service desk performance.
- Support financial and performance reviews, ensuring transparency, cost effectiveness, and invoice accuracy.
- Facilitate technical and operational review forums, ensuring alignment across engineering, architecture, and delivery teams.
- Promote and support the use of automation, robotics, and service tools to improve efficiency and scalability.
- Perform scalability testing and validation of systems/tools to ensure accuracy and alignment with customer requirements.
- Ensure customers receive full support across sales, care, ICT, technical services, and service desk functions.
- Identify sales and revenue opportunities within accounts and collaborate with account management teams.
- Set up and attend customer meetings, operational calls, and strategic reviews as required.
- Proactively develop solutions to prevent issues and enhance customer experience.
- Manage and coordinate partners and vendors throughout the service lifecycle.
- Proven experience in a senior customer facing Service Delivery or Account role, ideally within Telecoms or Managed Services.
- Experience working in large scale, complex environments (preferably public sector / HSE type organisations).
- Strong understanding of service delivery frameworks, SLA management, and governance models.
- Demonstrated ability to drive continuous improvement and service excellence.
- Strong influencing and stakeholder management skills, with the ability to build relationships across all organisational levels.
- Proven ability to own and drive issues through to resolution, meeting agreed targets.
- Excellent communication and presentation skills, with experience engaging at executive level.
- Strong customer centric mindset with a focus on service quality and experience.
- Ability to manage cross functional teams, vendors, and third party providers.
- Experience in incident, problem, change, and service management processes.
- Ability to work on own initiative in a fast paced, dynamic environment.
- Strong organisational skills with high attention to detail.
- Prove team player with the ability to collaborate effectively across departments.
- Experienced delivering services across a multi product portfolio, including mobile, fixed, WAN, unified communications, and IoT solutions.
- Strong analytical mindset with the ability to interpret service performance data and drive improvements.
- Full, clean driver's licence required.
- Advanced Excel (reporting, analysis, dashboards)
- Advanced PowerPoint, Word, and Visio
- Experience with Salesforce and Remedy (or similar ITSM tools)
- Strong understanding of Service Desk operations and ticketing systems
- Knowledge of automation and service management tools
- ITIL Foundation (mandatory)
- Project Management certification (PRINCE2 / PMI desirable)
- Flexible working with our new Hybrid model; employees will enjoy more flexibility working from home and our office locations (2/3 days per week office based).
- Competitive salary, annual performance bonus & pension contribution.
- 25 days holidays plus 2.5 company days.
- Annual Leave buy or sell (buy or sell up to 5 days AL each year).
- Healthcare Insurance through our flexible benefits programme.
- Life assurance, phone & laptop, subsidised canteen.
- Access to learning & development tools such as LinkedIn Learning.
- Free on site parking.
Three Ireland is proud to be an equal opportunities employer. If you do not "tick every box" in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply! We are committed to equal employment and growing a diverse workforce.
We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveler community, and we want our teams to reflect this!
If you require reasonable adjustments at interview, please let us know when scheduling your interview, or alternatively please email