Service Commercial & Technical Operations Manager

The Service Commercial & Technical Operations Manager (IOI) holds responsibility for the commercial performance, strategic direction, and operational delivery of the Service business across the island of Ireland. This management role oversees the development of service revenue streams, commercial contract management, vendor partnerships, and end‑to‑end technical service operations.

The role provides leadership to the IOI technical service team, directly managing the Team Leads, ensuring consistent operational excellence, customer satisfaction, and growth of the service business in alignment with Uniphar Medtech’s commercial objectives.

Principal Duties and Responsibilities: 
1. Strategic & Commercial Leadership

• Lead the commercial performance of the IOI Service business, with responsibility for revenue generation, service profitability, and growth across maintenance contracts, installation services, and return to bench services.

• Contribute to development and lead the execution of the Cardiac Services/Uniphar Medtech Service strategy, including new service product offerings, pricing structures, and market expansion opportunities.

• Manage service contract lifecycle, including proposal development, negotiation, renewal, and KPI monitoring to maximise customer retention and long‑term revenue.

• Build strong supplier and vendor partnerships to ensure competitive, reliable, and scalable service capability across all product portfolios.

• Lead the Service elements of tender submission, collaborating with Sales colleagues and holding responsibility for specific service tenders.

2. Operational & Technical Leadership

• Provide senior leadership to the technical service team, ensuring the team is resourced, trained, and structured to meet current and future operational demands.

• Oversee the delivery of installation, commissioning, maintenance, repair, and upgrade activities for medical devices and associated systems across IOI.

• Ensure effective workforce planning, field‑service efficiency, and performance management to achieve service delivery KPIs and customer expectations.

• Lead continuous improvement initiatives to enhance efficiency, service quality, and engineering capability.

3. Governance, Quality & Compliance

• Ensure that IOI service operations maintain full compliance with all relevant regulatory, safety, quality, and documentation standards.

• Responsibility for technical governance across the IOI Service team, ensuring adherence to supplier partner training standards, SOPs, service protocols, and quality management systems.

• Provide accurate, complete, and timely reporting on service performance, commercial indicators, customer issues, and operational risks.

• Management of the Service elements of Recalls, FSN’s and FCO’s, in conjunction with the Uniphar Medtech Quality team.

4. Customer & Stakeholder Engagement

• Serve as a senior customer-facing representative for IOI Service, maintaining strong relationships with healthcare providers, procurement bodies, and commercial partners.

• Support the sales team with advanced technical expertise, collaborating in pre‑sales activities, product demonstrations, and solution development.

• Act as the strategic point of contact for escalated customer issues, ensuring prompt resolution and long-term customer confidence.

Role Requirements

• Min 10 years' experience in servicing medical devices and/or clinical engineering environments, including complex installations and field based technical support.

• RQF/NQF Level 5–6 qualification in Electrical/Electronic Engineering, Biomedical Engineering, Physics.

• Demonstrated experience in leading high performing teams in field service engineering.

• Proven experience in building and scaling teams in line with the organisation's strategic growth objectives.

• Strong IT proficiency; IT-related qualifications or experience supporting medical IT systems will be an advantage.

• Full Irish driving licence & eligibility to work in Ireland.

• Excellent leadership, communication skills, customer engagement, and problem-solving skills, with the ability to influence at senior levels. 

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