Job Description

Job title: Head of Service & Delivery

Contract Type: Full Time Permanent

Location: Ballymount, Co. Dublin

Salary: Negotiable

At Culligan, we believe that cleaner, healthier water can help contribute to improving the lives of people around the world and is a key driver towards solving some of the biggest challenges that lie in our future.

Our goal is to do everything we can in the areas where we are best equipped to truly effect change. To that end, we’ve developed a core set of commitments that align with the UN Sustainable Development Goals and serve as the focus of our work to build a better world.

We are looking to appoint a Head of Service & Delivery who will be responsible for leading the customer service delivery, operational performance, and continuous improvement of Culligan’s nationwide field operations.

The role provides leadership across both the Service and Delivery functions, ensuring that installation, repair, sanitization and bottled water delivery services are delivered safely, efficiently and consistently to the highest standards. Leading a team of operational managers, team leaders and field-based employees, the Head of Service & Delivery is accountable for service excellence, operational productivity, customer satisfaction, compliance, resource optimization and achievement of business performance targets.

The role works closely with Sales, Customer Service, Supply Chain, Technical Training & Quality and the wider leadership team to ensure a seamless end-to-end customer experience for bottle water and mains fed customers.

What You'll Be Doing:

Operational Leadership

• Lead nationwide Service and Delivery teams to achieve operational and commercial objectives.
• Drive service excellence, productivity, efficiency and profitability.
• Ensure effective planning and deployment of operational resources.

Customer Experience

• Champion a customer-first culture across all operational functions.
• Act as the senior escalation point for significant customer issues.
• Partner with Customer Service teams to improve service delivery and retention.

Performance & Continuous Improvement

• Own key operational KPIs including customer satisfaction, productivity, service levels, safety and cost performance.
• Analyze performance trends and implement improvement initiatives.
• Lead operational transformation, standardization and process improvement programmes.

People Leadership

• Lead, develop and inspire a high-performing management team.
• Foster a culture of accountability, collaboration and continuous improvement.
• Support talent development, succession planning and employee engagement.

Health, Safety & Compliance

• Ensure compliance with all legislative, regulatory and company requirements.
• Promote a strong Health & Safety culture across field operations.
• Manage operational risk and audit readiness.

Cross-Functional Collaboration

• Work closely with Sales, Customer Service, Supply Chain, Finance and Technical teams to deliver a seamless customer experience.
• Contribute to business planning and strategic decision-making as a member of the leadership team.

The responsibilities listed above are intended to provide an overview of the role and are not exhaustive. A full job description outlining all duties and responsibilities will be made available to shortlisted candidates prior to interview.

Requirements

• Significant experience leading large-scale service, logistics, distribution or field operations teams.
• Proven track record of delivering operational excellence through multiple management layers.
• Strong leadership and people management capability.
• Experience managing operational KPIs, budgets and performance improvement initiatives.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving ability.
• Experience leading change and continuous improvement programmes.
• Demonstrated commitment to customer service excellence.
• Strong knowledge of Health & Safety and operational compliance requirements.

Benefits

• Monday-Friday working pattern
• Hybrid Working Model
• 23 Day's Annual Leave
• Company Pension Scheme
• Company Sick Pay after qualifying period
• Shopping discounts with Perks at Work
• 24hrs access to EAP
• Volunteering Day
• Employee support network and mental health assistance
• Opportunity for career progression