Service Improvement Manager - SEAI

About the Role

The Service Improvement Manager is responsible for leading the end-to-end service improvement strategy across the SEAI contract, ensuring the delivery of high-quality, customer-centric, and efficient services.

This role operates at a strategic level, shaping and driving transformation initiatives across multiple service streams while embedding a culture of continuous improvement, innovation, and accountability. The role will oversee cross-functional improvement programmes, aligning operational performance with organisational goals, client expectations, and evolving customer needs.

In addition to leading a high-performing team, the Service Improvement Manager will work closely with senior stakeholders to identify opportunities, prioritise initiatives, and deliver measurable improvements in service quality, customer experience, and operational efficiency.

Key Responsibilities

Strategic Leadership & Transformation

• Define and lead the overall Service Improvement strategy aligned to contractual, organisational, and customer objectives
• Translate business strategy into actionable improvement programmes with measurable outcomes
• Drive innovation in service design, delivery models, and customer experience

Performance & Service Excellence

• Own and continuously improve key service performance metrics including quality, customer satisfaction, complaints, and operational efficiency
• Ensure robust governance, reporting, and insights to support data-driven decision-making
• Lead the evolution of service standards, frameworks, and continuous improvement methodologies

Continuous Improvement & Change Leadership

• Champion a culture of continuous improvement across all service areas
• Embed Lean, Six Sigma, and best practice methodologies at all levels of the organisation
• Lead complex change programmes, ensuring successful adoption and sustainable outcomes
• Act as the escalation point for high-impact improvement and transformation activities

Customer Experience & Voice of the Customer

• Drive a customer-first approach across all service delivery functions
• Ensure Voice of the Customer insights are embedded into service design and improvement initiatives
• Lead initiatives to enhance customer satisfaction (including NPS) and overall service experience

Stakeholder Management & Influence

• Build strong, strategic relationships with senior internal and external stakeholders
• Act as a trusted advisor to leadership on service performance, risks, and improvement opportunities
• Lead governance forums and present insights, progress, and recommendations with credibility

People Leadership & Capability Development

• Lead, develop, and inspire a high-performing, multi-disciplinary team
• Build organisational capability in continuous improvement, problem-solving, and service excellence
• Coach and mentor leaders and teams to embed a culture of ownership and accountability

Operational Oversight & Governance

• Oversee quality, change, training, and customer experience functions to ensure alignment with service improvement goals
• Ensure compliance with all relevant standards, policies, and regulatory requirements
• Manage resourcing, planning, and prioritisation across improvement initiatives

Commercial & Financial Awareness

• Ensure improvement initiatives deliver tangible business value, including cost savings and efficiency gains
• Support budgeting, forecasting, and financial planning processes
• Understand and optimise key cost drivers within service delivery

The Ideal Candidate Will Have:

• Significant experience in service improvement, transformation, or operational excellence roles
• Strong leadership experience with the ability to influence at senior levels
• Expertise in Lean, Six Sigma, and change management methodologies
• Strong commercial acumen and understanding of business drivers, financials, and KPIs
• Experience working in complex, multi-stakeholder environments (BPO experience advantageous)
• Excellent analytical and problem-solving capability with a strategic mindset
• Ability to translate data into actionable insights and business value
• Exceptional communication and presentation skills with the ability to engage senior audiences
• Strong focus on customer experience and service design
• Proficiency in MS Office tools, including Visio and PowerPoint

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.