General Manager - Operations

Dublin, Dublin City Centre
EUR90000.00 - EUR98000.00 per annum
07 May 2021
14 May 2021
Gary Morrison
Job Type

General Manager - Operations

The GM is the primary point of contact to the Line of Business client in dealing with service proactive improvements, relationship management and service delivery. They require the ability to manage and interact with Senior Level Executives within the business, respond to all service concerns regarding the support and ensure restoration of service issues.

They are required to develop and implement processes that support world class standards of Operational Execution and identify and manage key targeted areas for improvement.

The key responsibilities for the General Manager is governance across all areas of service delivery and customer satisfaction as well as playing a key role in ensuring the highest level of operational efficiency.


  • 10+ Years Experience in Service Delivery Management.
  • 5+ Years project management experience, preferably in a language or linguistics.
  • C2 level proficiency in one of the following languages: French, German, Italian.
  • Excellent presentation skills and information design using MS Power point
  • Flexibility to work across multiple rotational shifts/night shifts.
  • Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator.

Key Responsibilities:

  • Service Level Management (Agreed Capacity and SLA, LOB KPIs).
  • People Management (Capacity Planning, Attrition, Employee Escalations).
  • Develop a P&L view for linguistic projects.
  • Work as a service area consultant with solution teams and clients to design successful solutions.
  • Primary Escalation POC (Provide resolution for all client escalations and drive preventive/corrective action plans).
  • Business Reviews (Conduct RCA on KPI's, Prepare and present Monthly & Quarterly Business reviews).
  • Business Continuity Management (Identify risks and work with other CTS teams to mitigate same).


  • Comprehensive Benefits Package including Pension and Healthcare.
  • Excellent base salary.
  • Yearly target bonus of €15k.

For more information contact Gary Morrison on 01-6455221 or

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