Service Delivery Manager

About Us

ADEC Arise was established in 1999 and became a part of the ADEC Innovations group in 2021 as part of a global expansion, to build on the group’s footprint in Europe by augmenting existing entities. ADEC Innovations is a global leader in developing and offering innovative products and services that drive organisational value and deliver impact. The group have c5,000 employees across 20 companies on six continents. Working from our office in the National Technology Park in Limerick, ADEC Arise continues to help businesses solve their customer challenges and deliver award-winning outsourced services to public and private sector clients.

The Role

ADEC ARISE is currently seeking to appoint a Service Delivery Manager (SDM) to its Management Team. The SDM is responsible for the delivery of specific ADEC Arise services. They work together with the Business Relationship Manager to identify service requirements, and develop service strategy, which is the responsibility of the SDM to execute. All Service Personnel working within the service report directly or indirectly to the SDM. The ideal candidate will be a highly motivated individual with the ability to drive a team of people to provide high level managed services. They will have the ability to earn the respect of internal and external customers, colleagues and Management and they will thrive on supporting and helping us grow our expanding organisation.

The role will be Hybrid with flexibility required in priority situations.

What we can offer you

• Private Health Insurance
• Company Pension
• Further Education Programme
• Life Assurance
• Bike to Work Scheme
• Engagement Program
• On-site Parking
• Specsavers Vouchers
• Employee Assistance Programme (EAP)
• The opportunity to work with a growing, supportive and welcoming organisation

As the Service Delivery Manager, you will be responsible for:

• The management of a service. This includes Service Management and line management of the staff including the TL(s) and Agents engaged in providing the service.
• Accountable for all the activities required to deliver a successful service and ensure it is delivered to a consistently exceptional standard and as defined in the SOWs.
• Accountable for Financial service Management.
• Working with the Business Relationship Manager to develop clear Service strategies, objectives, and goals. Ensuring your teams understand and deliver to these.
• Setting and monitoring detailed KPI’s to ensure the effective day to day operations of the Service.
• Working with the Site Operations Manager and Business relationship Manager to implement effective training, reporting, process, and quality programs across your teams.
• Working with ADEC Arise’s customers and representing the Operations Department.
• Any other duties according to the needs of the organisation.

Candidate Requirements:

• Candidate must possess at least a Bachelor’s/College Degree, any field.
• Previous experience in BPO and Customer Service and/or technical account.
• At least 5 years Management experience.
• Have a proven track record demonstrating the skills and qualities outlined in this document.
• Highly customer focused.
• Excellent communication skills (both written and verbal), with the ability to communicate professionally and confidently in English at all levels.
• Ability to motivate and drive a team of people to provide high level managed services.
• Ability to earn the respect of internal and external customers, colleagues, and management.
• Excellent organisational skills.
• Good attention to detail.
• Excellent problem-solving skills.
• Good knowledge of Microsoft Office products.
• Experience managing teams within on shore, Near/Off shore delivery centres would be an advantage.
• Experience managing teams providing Global Business Services (GBS) / Shared Services would be an advantage.

Job Types: Full-time, Permanent

Benefits:

• Bike to work scheme
• Company events
• Company pension
• Employee assistance program
• On-site parking
• Private medical insurance
• Sick pay
• Wellness program
• Work from home

Ability to commute/relocate:

• Limerick, County Limerick: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Limerick, County Limerick