GNI126 - Service Delivery Lead

Hybrid - 2 days officeDublin based **Fixed Term role **

The Role

The Service Delivery Lead is responsible for managing the successful end‑to‑end delivery of fibre services to Aurora Telecom customers. This includes customer onboarding, service implementation coordination, performance monitoring, and ensuring all operational, technical, and customer requirements are fulfilled. The role acts as a central point of coordination across internal teams, external partners, and customers.

The successful candidate will work with the Service Delivery Manager. There is an opportunity in the team to expand the role and for the individual to gain valuable experience in a professional technical and business environment. A minimum of 5 years relevant experience is required.

Duties and Responsibilities

• Service Delivery (SD)
• Manage
• SD lifecycle for customer connections for Aurora Telecom.
• Coordinate delivery activities including scheduling, provisioning and documentation.
• Manage all delivery milestones, ensuring they are met, Overseeing operational workflows.
• Manage SD trackers, project files and dashboards.
• Produce SD KPI reporting
• Manage and present SD status reports weekly with the team.
• Manage and Identify risks and drive timely issue resolution.
• Collaborate with fibre operations, engineering, commercial and contractors to maintain SD SLA’s.
• Maintain accurate administrative and operational records.
• Prepare technical and operational service documentation.
• Customer
• Manage customer relationship throughout delivery
• Act as primary customer contact during onboarding.
• Manage any SLA within SDProcess and continuous improvements Use experience to identify and support the development and continuous improvement of delivery workflows, documentation standards, automation, and performance tracking mechanisms.
• Use experience to develop and enhance CRM-driven processes to improve end-to-end service coordination and customer lifecycle management.
• Implement and manage strict governance on the usage of internal systems to ensure consistency, accuracy, and compliance across the teams and contractors.
• Use experience to strengthen quality control measures across all service delivery documentation, ensuring accuracy, completeness, and audit readiness.
• Use experience to provide guidance and leadership to internal teams to promote best practices in service delivery and operational excellence.
• Assist in preparing customer quotations and proposals, help shape quotes for effective SDOther duties may be assigned from time to time, potential for travel in role within Ireland.
• Knowledge, Skills and Experience: Minimum of 5 years’ experience in telecoms service delivery, fibre operations or related field.
• Degree or Diploma in Business, Telecoms, Engineering, Project Management or similar.
• Experience using Salesforce or Microsoft Dynamics 365 CRM tools.
• Strong organisational and multitasking ability.
• Excellent written and verbal communication skills.
• High proficiency with Excel, Word, PowerPoint and tracking tools.
• Strong analytical and problem‑solving skills.
• Ability to work independently and drive delivery outcomes.

Equal Opportunities EmployerGas Networks Ireland is an equal opportunities employer, committed to providing a diverse, inclusive, and supportive workplace. Through our ibelong framework, we work to ensure that everyone feels respected, valued, and able to contribute.

We welcome applications from all suitably experienced candidates, regardless of gender, age, racial or ethnic origin, membership of the Traveller community, religion or beliefs, family or civil status, sexual orientation or gender identity, or disability.

We also value diverse career journeys and warmly welcome candidates returning to the workforce or bringing non-linear experience, including transferable skills gained through life and professional pathways.

If you require any reasonable accommodations at any stage, please contact us at recruit@gasnetworks.ie and we will support you to ensure a positive and equitable candidate experience.

We offer hybrid working arrangements to help you balance work and life, and to support you in bringing your best to the organisation.

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Applications submitted after the closing date will not be accepted.