Head of Service Operations

 The Opportunity  

With over 600 employees and growing, we are seeking a Head of Service Operations to join our leadership team. The role will carry full accountability for driving operational success across our energy and broadband product lines. This is a pivotal leadership position for someone who wants to shape how a fast-growing, Irish-owned business scales its operations — transforming our systems, processes, and delivery capability to meet the demands of an expanding customer base. 

You will have direct accountability for the support operations delivery team, including our 3rd party vendors, and be responsible for designing and developing solutions to solve our operational business challenges. You will lead and develop a team of direct reports, fostering a high-performance culture focused on continuous improvement and customer outcomes. To succeed, you will need to build strong cross-functional partnerships to understand operational pain points, identify root causes, and implement processes that drive effectiveness and customer satisfaction. 

The successful candidate will be a commercially astute operator who thrives in a data-driven environment, takes initiative, and brings people with them. You will be equally comfortable in the detail and at the strategic level, and have a track record of delivering operational results through others. We offer ambitious candidates a fast-paced and challenging work environment, with the opportunity to grow your career.  

Key Responsibilities:

Operational Performance  

• Lead, develop and performance-manage a team of direct reports spanning operational delivery, broadband service delivery, and meter and messaging management  functions. 

• Manage operational delivery function to ensure customer satisfaction and effectiveness across all product lines 

• Maximise electricity & oil meter installation performance by maintaining sufficient installer capacity, minimising missed appointments and failed installs, and driving completion rates — working closely with sales and onboarding to optimise the end-to-end process 

• Continuous improvement to installation processes to maximise installation completion rates and minimise lead times  

• Drive key indicator dashboard/reporting to highlight areas for on-going process improvement  

• Partner with operational teams to understand and identify root causes to issues, control points, and hand-offs to improve customer acquisition and retention, and streamline service delivery  

• Ensure in life operational meter performance. 

• Proactively identify and resolve acquisition process exceptions — including market messaging errors, tariff inaccuracies, incorrect account status updates, and customers on supply without a meter or topping up off supply — implementing controls and root cause fixes to prevent recurrence 

Stock Management  

• Oversee stock management tracking system for all hardware and consumables for accurate forecasting, purchasing, location, status, and protection of asset investment 

• Optimise mid-term forecast and demand planning to ensure correct levels of inventory, minimising excess stock holding while avoiding supply gaps 

• Track the location and status of all meters, modems and sensors across the fleet; manage the recovery and recycling of inactive assets to protect investment and control communications costs 

Vendor Management 

•  Manage 3rd party supplier relationships to deliver agreed cost per install budget  

• Accountable for vendor service delivery to achieve agreed KPIs, ensuring on-time completion of installations with appropriate level of resources, achieving budget and customer satisfaction  

• Manage commercial negotiations with 3rd party vendor teams  

Broadband Product Service Delivery 

• Own end-to-end service delivery and performance of the broadband product, acting as the primary accountable owner for broadband operational outcomes 

• Define, monitor and drive KPIs for broadband service performance including provisioning lead times, fault resolution times, installation completion rates and customer satisfaction scores 

• Manage relationships with broadband network and ISP partners to ensure SLAs are met and service quality is continuously improved 

• Identify and resolve service delivery issues, conducting root cause analysis and implementing corrective actions to prevent recurrence 

• Work closely with product and commercial teams to ensure operational readiness for broadband initiatives, new offerings and go-to-market activity 

• Drive continuous improvement in the broadband customer experience, from order through to activation and ongoing support 

Customer Safety  

• Manage safety risk by ensuring adequate procedures are in place, followed and controlled  

• Complete regular safety audits to identify areas for improvement  

• Minimise safety incidents, analyse root causes, develop solutions to avoid re-occurrence  

• Regularly update standard operating procedures to encourage identification of near misses and good catches  

Skills, Knowledge and Expertise:

Essential Experience 

• Demonstrated track record of process design and continuous improvement with the ability to analyse and use key indicators as the foundation to improve performance 

• Experience managing 3rd party vendor relationships and holding partners to account against agreed SLAs and KPIs 

• Previous ownership of a service delivery or product operations function, ideally in a telecoms, broadband or utilities environment 

• Experience with Lean and Six Sigma an advantage 

Skills & Attributes 

• Customer-focused, results-driven, action-oriented self-starter 

• Strong commercial and business acumen with the ability to think creatively and make sound decisions under pressure 

• Detail-oriented, process-driven and numeric, with the confidence to act on imperfect information 

• Strong interpersonal skills with the ability to influence and communicate with impact and presence at all levels 

• Ability to deliver results through people and be a collaborative, empowering team leader 

Benefits

• Competitive salary and bonus structure
• Private Pension Contribution Scheme with Zurich Life
• Discounted Health Insurance - Group Scheme with Laya Healthcare
• Employee Assistance Program provided by TELUS Health
• Free Online GP Services via Webdoctor.ie
• Excellent career progression opportunities in a growing company with strong market presence
• Fast-paced, friendly team environment
• Continuous training and development
• Annual leave that increases with service
• Exclusive PrepayPower Staff Tariff
• Modern offices with excellent facilities in Sandyford and flexible hybrid working options
• Active CSR, Wellness, and Social initiatives plus great social events
• Refer-a-Friend Scheme
• TaxSaver Travel Tickets & Bike-to-Work Scheme

About PrepayPower

PrepayPower is the leading provider of Pay-As-You-Go electricity and gas in Ireland. Since 2011, we have been disrupting the energy market by empowering customers with total control and transparency over their electricity costs through our app.