At Xenon Building Technology Ltd, we’re driving the future of security systems across Ireland.

As a trusted partner to some of the country’s leading organisations, we’re known for our commitment to quality, innovation, and reliability.

With continued growth and expansion, we’re now looking to welcome a Service Manager to our Carlow-based team, to lead our service delivery function, ensuring operational excellence and an outstanding customer experience across all service delivery areas.

The Service Manager is responsible for leading Xenon Building Technology’s service delivery function, ensuring the efficient delivery of reactive maintenance, small works installations, and support services across electronic security and life safety systems.

This is a key leadership position within the business, responsible for overseeing the day-to-day operations of the service delivery function and supporting a growing team of administrators and field engineers.

The role includes shaping processes, improving efficiency, managing service desk and field resources, maintaining customer relationships, ensuring SLA compliance, and overseeing the quality and commercial close-out of service activities. This role is ideal for someone who thrives in a fast-paced environment and is passionate about leading teams, improving systems, and delivering results.

Culture Impact:

Be part of a team that takes pride in finding the right solutions and delivering real value to customers.
Help drive a culture where people consistently go the extra mile to support clients and one another.
Contribute to an environment where technical expertise, innovation, and continuous improvement are part of everyday work.
Bring energy, accountability, and a collaborative mindset that strengthens the wider team.
Play an active role in shaping and elevating the standards, service, and culture that define Xenon.

Key Responsibilities:

Leadership & Team Management

Lead, manage, and develop the Operations Support team, including Team Leaders, Coordinators, and Administrators.
Foster a culture of accountability, collaboration, customer focus, and operational excellence.
Conduct regular team meetings, coaching, performance reviews, and development activities.
Support training, development, and performance management across the service and engineering teams.

Operational Delivery & Service Management

Oversee the day-to-day delivery of service operations, ensuring effective coordination between customers, engineers, suppliers, and internal teams.
Manage and optimise engineer scheduling, workflow planning, and resource allocation to maximise service efficiency and customer satisfaction.
Oversee the coordination and prioritisation of reactive callouts, on-call cover, and small works installations.
Oversee the end-to-end lifecycle of service jobs, including quality control, completion, and close-out processes.

Systems, Process & Performance Improvement

Drive continuous improvement across operational systems, processes, and procedures to support scalability and efficiency.
Manage and enhance the Field Service Management System to ensure operational accuracy, reporting, and performance visibility.
Monitor operational KPIs, service metrics, and SLAs, implementing improvements where required.
Monitor recurring faults, engineer performance, and service trends, addressing root causes to improve reliability.

Commercial, Procurement & Cost Control

Oversee the preparation of quotations for remedial works, repairs, and small projects.
Liaise with suppliers regarding equipment, pricing, and lead times to support timely and cost-effective service delivery.
Ensure labour, materials, and subcontractor costs are captured accurately prior to invoicing.
Support accurate invoicing and revenue recovery by partnering closely with Finance on service completion and billing processes.

Stakeholder & Business Support

Act as a senior escalation point for operational and customer service matters.
Work closely with senior leadership to support operational strategy, business growth, and continuous improvement initiatives.
Partner cross-functionally with Operations, Engineering, Finance, and Sales to support overall business performance.

Reporting, Compliance & Quality

Ensure operational documentation, compliance records, and reporting systems are maintained to a high standard.
Review engineer reports and service documentation for accuracy, quality, and completeness.
Ensure works are delivered in accordance with company procedures and relevant industry standards.
Produce operational reporting and management information to support planning and decision-making.

What we are looking for:

Proven experience in an Service Manager, Service Delivery, or Field Service Management role.
Strong leadership and people management skills, with experience developing and leading high-performing teams.
Excellent operational planning, coordination, and organisational abilities, with a strong focus on service delivery, efficiency, and customer experience.
Commercially aware, with an understanding of operational performance, resource utilisation, job costing, quotations, and service delivery targets.
Strong problem-solving, decision-making, and prioritisation skills, with the ability to perform effectively in a fast-paced environment.
Excellent communication and stakeholder management skills, with the ability to build strong relationships across customers, suppliers, engineers, and internal teams.
Experience using service management, scheduling, or operational workflow systems.
A good technical understanding of CCTV, Access Control, Intruder Alarm, and Fire Alarm systems.
Strong IT proficiency, including Microsoft Office applications such as Excel and Word.
A proactive, solutions-focused mindset with the ability to drive process improvement and operational best practice.
Experience within the security, fire safety, facilities management, engineering, construction, or technical services sectors a distinct advantage.
Knowledge of Private Security Authority (PSA) requirements, IS 3218 Fire Alarm Systems, and IS 3217 Emergency Lighting standards would be advantageous.

Key Attributes:

Strong leadership and decision-making ability.
Customer-focused and solution-driven.
Highly organised with strong attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Professional and collaborative approach to management.

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