My client is seeking an experienced Customer Delivery Manager to lead the planning, coordination and delivery of engineering services across the island of Ireland.
This is a senior operational leadership role responsible for ensuring customer engineering services are delivered safely, efficiently and in line with contractual commitments, service levels and regulatory requirements. The role covers planned and reactive maintenance, corrective works, and equipment installations and removals within a regulated medical device and healthcare environment.
Working closely with Engineering Operations Managers, the Customer Delivery Manager will optimise the utilisation of a geographically dispersed field engineering team while ensuring a consistently high‑quality customer experience. The role also has leadership responsibility for the Service Administration team, ensuring professional, responsive and effective customer engagement from first contact through to completion of service activities.
Key Responsibilities
Customer Service Delivery
Lead and support the Service Administration team to ensure effective coordination, communication and execution of customer service activities
Deliver a professional, responsive and best‑in‑class customer experience across all service interactions
Ensure effective delivery of:
Planned Preventative Maintenance (PPM)
Reactive breakdown support
Corrective maintenance
Equipment installations and removals
Manage service contracts and customer commitments closely
Act as a senior escalation point for customers, maintaining strong operational relationships
Ensure timely and accurate customer communication regarding:
Planned works
Reactive updates
Engineer attendance
Issue resolution
Prioritise reactive service requests to minimise customer downtime and operational disruption
Engineering Resource Planning & Coordination
Work closely with Engineering Operations Managers to plan, schedule and deploy engineering resources across Ireland and the UK
Maximise engineering capacity while balancing customer priorities, geography, skill sets and response requirements
Coordinate:
Engineering calibration schedules
Training and competency records
Learning and development planning
Ensure effective coordination between engineering, logistics, procurement, service administration and customer‑facing teams
Balance competing operational and commercial priorities through structured stakeholder engagement and objective decision‑making
Operational Performance & Compliance
Ensure all engineering activities comply with:
Company procedures
Quality standards
Regulatory requirements
Customer‑specific protocols
Monitor performance against agreed KPIs and SLAs
Ensure accurate and timely completion of service documentation, reports and system updates
Support audits, inspections and compliance activities as required
Leadership & General Management
Support Engineering Operations Managers in building a high‑performance, customer‑focused engineering culture
Prepare and manage departmental budgets, including corrective actions where required
Ensure effective use of business systems to support accurate planning and informed operational, commercial and strategic decisions
Drive continuous improvement initiatives focused on service delivery, operational efficiency and customer experience
Experience & Qualifications
Essential
Minimum 5 years’ experience in:
Customer delivery
Service operations
Field service coordination
Operational management
Experience working within a regulated technical environment (medical device, healthcare, pharmaceutical or similar)
Experience coordinating or managing field‑based engineering or technical service teams across multiple locations
Strong experience in customer‑facing operational delivery within a fast‑paced environment
Desirable
Third‑level qualification in an engineering or related technical discipline
Post‑graduate qualification in mechatronics or a discipline relevant to the role
Experience managing commercial, budgetary and operational considerations in a multi‑region service environment
Personal Attributes
Results‑driven with a strong focus on operational execution
Highly customer‑focused with a commitment to service excellence
Strong planning, organisation and prioritisation skills
Collaborative and effective across cross‑functional teams
Resilient and comfortable operating in a reactive, high‑demand service environment
Additional Information
Working Hours: Monday–Friday, 37.5 hours (flexibility required in line with senior operational responsibilities)
Travel: Regular travel across Ireland, Northern Ireland and the UK; occasional European travel (1–3 trips per year)
Right to Work: Applicants must have the right to work in Ireland and/or the United Kingdom. Vetting may apply
