Contract Support Team Lead

SGS is the world’s leading Inspection, Verification, Testing and Certification company, with over 89,000 employees in 2,600 locations around the world. We deliver solutions to a wide range of key sectors and industries in Ireland; our solutions support Government agencies and enterprises in dynamic sectors such as Transport, Trade and Life Sciences, to help organisations and consumers to stay compliant and safe.

Are you a dynamic leader with a passion for people, service excellence, and operational efficiency? We are seeking a Team Lead to play a key role in Galway Managed Services (GMS), providing leadership, mentorship, and support to staff while ensuring seamless service delivery. You will work closely with the Operations Lead to maintain high levels of employee engagement, customer satisfaction, and client success.

Key Responsibilities:

Leadership & Team Management:

• Lead, support, and mentor staff across Galway Managed Services, fostering a positive and motivated work environment.
• Maximise staff potential through recognition, development, and performance management.
• Ensure teams meet and exceed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Drive operational excellence and uphold high service standards for all stakeholders.
• Oversee recruitment campaigns, onboarding, and training of new staff.
• Work closely with HR to manage employee relations, participate in disciplinary hearings, and ensure HR policies are adhered to.

Operational Oversight:

• Oversee and support key RSA contracts, including:• NDLSFO & NDLS Booking Line
• Streetsmart & Shuttle
• NRSES

• Monitor NDLS Booking Line to ensure all customer calls are handled efficiently.
• Supervise the NDLSFO Helpdesk Team, ensuring adherence to quality, productivity, and service levels.
• Ensure full compliance with the RSA NDLSFO Customer Verification Manual.
• Assist in the coordination of road safety education and awareness programs as part of Streetsmart and Shuttle contracts.
• Manage hotel bookings for RSA contract staff via Egencia.

Service Delivery & Client Relations:

• Act as a key liaison with clients, ensuring service excellence, performance monitoring, and continuous improvements.
• Prepare and present weekly and monthly performance reports.
• Lead project planning and mobilisation in collaboration with the Operations Lead.
• Attend workshops and process improvement meetings to drive efficiencies.
• Develop, implement, and review operational policies and procedures.
• Handle client complaints professionally and in accordance with company procedures.

Administrative & Financial Responsibilities:

• Oversee payroll preparation, ensuring accurate clock-in data for all staff across NDLSFO, NRSES, and Streetsmart/Shuttle.
• Approve and update expenses & annual leave requests.
• Ensure administrative processes align with SLAs and SOPs.
• Handle confidential information securely and in compliance with Data Protection Policies.
• Support cross-functional teams as required.

What We’re Looking For:

• Strong leadership and communication skills, with the ability to inspire and drive team performance.
• Proven experience in operations or service delivery, ideally in a customer-focused environment.
• Ability to manage multiple projects, deadlines, and priorities in a fast-paced setting.
• Problem-solving mindset, with a proactive approach to continuous improvement.
• Experience in client relations, reporting, and performance analysis.
• Familiarity with HR processes, recruitment, and staff development is an advantage.

Why Join Us?

• Lead a dedicated team in delivering critical public services.
• Be part of a company that values growth, innovation, and excellence.
• Work in a supportive environment where your leadership makes an impact.
• Opportunities for career development and progression within the organisation.

If you are a motivated leader ready to take on a role that makes a real difference, we want to hear from you! Apply today and be part of a team that thrives on teamwork, excellence, and service innovation.