Head Of Managed Services - Galway

Head Of Managed Services - Galway

SGS is the world's leading inspection, verification, testing and certification company. With a global presence and a reputation for excellence, SGS Ireland plays a vital role in delivering trusted services across a wide range of industries. Our Managed Services division in Galway is a customer-focused operation, delivering high-quality service solutions to public and private sector clients. The focus of this role is on people, performance, and service excellence.

We are now seeking a strategic and people-focused Head of Managed Services to lead our Galway-based operations. This is a senior leadership role with strategic oversight of service delivery, customer satisfaction, and operational performance across multiple contracts. This role is ideal for someone with a strong background in Call Center or Customer Service Operations Management, who thrives in a fast-paced, client-driven environment.

Job Description

• Lead and develop high-performing teams across Customer Service, Operations, and Site Management.
• Ensure consistent delivery of contractual obligations, KPIs and SLAs across all Galway-managed service contracts.
• Act as a senior escalation point for service issues and client concerns.
• Drive continuous improvement in service delivery, customers satisfaction, and operational efficiency.
• Collaborate with Commercial Operations to onboard new clients and transition services smoothly.
• Define and implement operational procedures, service standards, and performance frameworks.
• Foster a culture of customer-first thinking, accountability, and team collaboration.
• Manage budgets and resources to ensure optimal performance and cost-effectiveness.
• Build and maintain strong client relationships, ensuring services align with their business needs.
• Represent Galway Managed Services at senior leadership and client meetings.

Qualifications

• A degree in a Business, Technical or Scientific discipline.
• 5+ years' experience in Call Center, Customer Service or Client Operations Management.
• Demonstrated success in leading teams, managing service delivery, and achieving KPIs/SLAs.
• Strong commercial acumen and ability to support business growth and client retention.
• Excellent communication and leadership skills to engage and motivate teams.
• Experience with contact center systems, service reporting tools, and client management platforms.
• A proactive, solutions-oriented mindset with a focus on efficiency and service excellence.
• Solid understanding of budgeting and financial oversight in a service environment

Additional Information

At SGS, you'll be part of a global network committed to quality, innovation, and integrity. You'll have the opportunity to help shape the future of customer-focused managed services in Ireland, work with passionate professionals, and make a real impact on our clients and communities.

Ready to lead with purpose? Apply Today, closing date for applications is Friday 19, 17:30pm.

SGS is an equal opportunities employer.

This role is based in Galway with a minimum 3 days in the office expected.

Please note immediate eligibility to work in Ireland is a requirement.