Service Delivery Lead - Aurora

Gas Networks Ireland operates and maintains Ireland's €2.7bn, 14,617km national gas network, which is considered one of the safest and most modern gas networks in the world. Over 706,000 Irish homes and businesses trust Ireland's gas network to provide convenient and reliable energy to meet their heating, cooking and transport needs.

The gas network is the cornerstone of Ireland's energy system, securely supplying more than 30% of Ireland's total energy, including 40% of all heating and over 50% of the country's electricity generation. By facilitating the roll-out of new technologies such as CNG in transport and replacing natural gas with renewable gases such as biomethane and hydrogen, Gas Networks Ireland is working to deliver a net-zero carbon gas network and support Ireland's journey to a cleaner energy future.

Gas Networks Ireland is a commercial semi-state organisation committed to growth, innovation, safety and sustainability.

Aurora Telecom, a division of Gas Networks Ireland, provides a futureproofed backhaul network for progressive projects of national economic and social importance. A carrier-neutral operator, Aurora specialises in Dark Fibre services for telecommunications carriers, corporate organisations and government services. The national and metro networks which we have developed will enable Irish rural economies to diversify into new sectors and capitalise on emerging job opportunities that are facilitated through high speed broadband.

Requirements

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.

• 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 SD

Process 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 SD
• Other 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.

Benefits

• Basic Salary - €60,000 - €65,000
• Hybrid working
• Laptop & Mobile Phone
• Business hours 9-5 Monday to Friday
• Career development and progression (92% of Managers are recruited from within CPM)