Service Delivery Manager
Role: Service Delivery Manager x 2
Location: Rosslare Europort, Wexford
Reports To: General Manager Rosslare Europort
Contract: Full time.
Salary: Available upon request
Applications are invited for the positions of Service Delivery Manager (Rosslare Europort), in Iarnród Éireann. The Service Delivery Manager has the responsibility to ensure that the port is operated daily in the most efficient, safe and customer focused way.
This role is based in Rosslare Europort with a 5 over 7 working week and flexible hours to meet the operational needs of the port.
Key Responsibilities
Operations
- Ensure the discharge and reloading of all vessels on time , within the agreed service level targets and in the most safe and efficient way
- Support the implementation of the Strategic Plan for Rosslare Euro port, strengthening the efficient operations ,revenue and growth performance in all key markets
- Design, develop and implement an operating model focused on safety, efficiency and customer satisfaction to include measured service level agreements
- Develop and execute future change programs across all aspects of the port operations
- Ensure compliance with all operations requirements under the Port Safety Management Systems
Customer Service
- Lead the customer service delivery and ensure all targets and objectives are achieved by continually measuring and improving standards of service delivery
- Set the service level standards and operational terms for agreements with customers and ensure that these are delivered by all parties concerned
- Design and implement with the Commercial Manager a suite of service standards that are based on customer feedback, are measurable and seek to continually improve the delivery of frontline services
- Manage the customer relationship and experience regarding the operations service levels and standards for all users of the port
People
- Manage the Interface with all staff to ensure that services are designed and delivered in line with customer requirements
- Support a consultative approach, with colleagues and their Trade Union representatives, for agreeing and implementing change and ensuring that all changes are implemented, measured and monitored
- Manage the performance of the operations team and ensure all operations colleagues are competent and trained to deliver safe, efficient and a customer focus port experience
Safety Management
- Manages and ensures the delivery of the Safety Management System at Rosslare
- Ensure that the occupational health, safety and welfare of employees is in compliance with all legislation and company standards
*** This job description is not exhaustive and merely outlines the key duties and responsibilities of the position***
Key qualities
This role holder is expected to design, execute and lead an improved operational efficiency model at the port through the restructuring of current workforce practices, the introduction of smart technology and the implementation of a best-in-class customer experience and port operating model.
Essential
- Experience of managing a large team in frontline operations
- Focused on the delivery of all key targets and objectives
- Successful proven track record of implementing change programs with the ability to negotiate change successfully
- Possess strong leadership, line management and delegating skills
- A passion for excellent customer service delivery
- Knowledge of Iarnród Éireann safety management system and standards
Desirable
- Knowledge on application of Lean Management principles
A competency-based interview will form this part selection process. Candidates may be shortlisted based on their application/CV and relevant experience.
If any applicants have specific requirements, please advise Shared Services when forwarding your application. If you are interested in applying for this role, applications including CVs should be forwarded to: sharedservicesrecruit@irishrail.ie by COB 22nd August 2025.
Please contact HR Shared Services, Connolly HQ by mail at the above e-mail address for any queries regarding the above position.
At Iarnród Éireann Irish Rail we are committed to embedding diversity and inclusion in all that we do. This starts with how we recruit people. It is important to us that all individuals feel welcome to join our organisation and we take great care to ensure an even playing field for all. We will strive to provide reasonable accommodation to all candidates where required and requested.
We are an equal opportunities employer and do not discriminate against any employee or applicant for employment because of race, ethnicity, sex, age, religion, sexual orientation, gender identity and/or expression or disability.