Customer Delivery Design Manager, Northwest Ireland

📍 Job Overview

Job Title: Customer Delivery Design Manager
Company: Electricity Supply Board (ESB)
Location: Flexible - Northwest Ireland (with regular travel required)
Job Type: Full-Time
Category: GTM Operations / Project Delivery Operations
Date Posted: October 8, 2025
Experience Level: 7+ Years Relevant Experience
Remote Status: Hybrid (with at least one anchor day per week in the office)

🚀 Role Summary

• Oversee the creation of comprehensive Network Design packs for new customer connections, ensuring adherence to ESB Network standards and safety protocols.
• Lead and manage a dedicated team of Designers, fostering their development and ensuring efficient workload management.
• Drive excellent customer service delivery within specified timeframes, aligning with ESB's Code of Charter and company policies.
• Facilitate critical stakeholder engagement, including negotiations with landowners, local authorities, and other external parties to secure necessary permissions for network infrastructure.
• Ensure the timely and accurate updating of completed designs to the distribution Network system, integrating them into the live electrical infrastructure.

📝 Enhancement Note: This role is positioned within the broader GTM (Go-To-Market) operations framework, specifically focusing on the operational delivery of customer connections and infrastructure projects. The "Customer Delivery Design Manager" title implies a critical link between sales/customer acquisition and the physical execution of network upgrades and new connections, requiring strong operational oversight and team management.

📈 Primary Responsibilities

• Team & Workload Management:
  • Manage and lead a team of Designers and Engineering Officers, providing clear direction, feedback, and development opportunities.
  • Prioritize and allocate design workload effectively to meet agreed-upon targets with the Senior Design Manager.
  • Oversee the organization and scheduling of design and scoping work to ensure efficient project execution.
• Design Quality & Standards:
  • Ensure the preparation of high-quality network designs by providing technical support and guidance to the design team.
  • Review design processes regularly to enhance customer service delivery while maintaining stringent network and safety standards.
  • Ensure designs for major reinforcement and renewable projects are delivered on time as part of the capital delivery program.
  • Validate and approve designs, scopes of work, cost estimates, design risk assessments, and preliminary health & safety plans.
• Customer & Stakeholder Engagement:
  • Ensure Customer Charter timelines are strictly adhered to for all connection projects.
  • Liaise and negotiate with local authorities, landowners, and other stakeholders to obtain necessary consents and permissions for overhead and underground cable routes, in line with ESB Policies.
  • Coordinate with external resources such as ecologists, archaeologists, asbestos surveyors, and site investigation teams as required for design completion.
• Technical & Operational Oversight:
  • Maintain and develop a deep understanding of High Voltage (HV), Medium Voltage (MV), and Low Voltage (LV) Electrical Networks across all asset types (e.g., HV Stations, Protection Systems, Overhead Lines, Underground Cables).
  • Ensure "As-Built" documentation is returned promptly and accurately to reflect the final installed network.
  • Comply with all Health & Safety (H&S) legislation and liaise closely with H&S Advisors.
  • Fulfill the role of PSDP (Project Safety Design Process) Contact Person where required.
  • Manage the delivery of designs through third-party contractors when applicable.

📝 Enhancement Note: The responsibilities highlight a blend of technical engineering oversight, people management, and critical stakeholder relations. The emphasis on "Design Packs" and updating the "distribution Network system" underscores the importance of accurate, system-level data management, a core tenet of operations. The mention of "ESB Code of Charter" and "ESB Policies" points to a highly regulated operational environment where compliance is paramount.

🎓 Skills & Qualifications

Education:

• A 3rd Level qualification (e.g., Bachelor's degree in Engineering, relevant technical field) or equivalent demonstrable work experience.

Experience:

• A minimum of 7 years of relevant professional experience in a design, engineering, or project delivery capacity, preferably within the utilities or energy sector.
• Proven experience in people management or team leadership (desirable, but significant experience in technical guidance and mentorship is essential).

Required Skills:

• Technical Expertise: In-depth knowledge of HV, MV, and LV Electrical Networks, including Sub-Stations, Lines, Cables, Protection, and Metering systems.
• Design Management: Ability to oversee and ensure the creation of high-quality, compliant design packs for customer connections.
• Process Implementation: Skill in implementing and adhering to standards and policies to ensure optimal design outcomes and quality management.
• Team Leadership & Development: Experience in leading, motivating, and developing technical teams, including performance feedback and workload prioritization.
• Communication & Interpersonal Skills: Excellent verbal and written communication skills for effective internal team collaboration and external engagement with customers, landowners, and local authorities.
• Stakeholder Engagement & Negotiation: Proven ability to liaise and negotiate effectively with diverse stakeholders to achieve project objectives.
• Health & Safety Acumen: Strong understanding and application of H&S legislation and best practices in design and construction environments.
• Customer Focus: Commitment to delivering excellent customer service within defined timelines and adhering to service charters.
• Problem-Solving: Ability to identify and resolve technical and logistical challenges in the design and delivery process.
• Clean Driving Licence: A full, clean driving license is essential for site visits and regional travel.

Preferred Skills:

• Project Management: Formal project management skills or certifications (e.g., PRINCE2, PMP).
• ESBN IT Systems Knowledge: Familiarity with internal ESB Networks IT systems such as IWM (Information Work Management), GIS (Geographic Information System), and E Plan.
• Specific Design Experience: Hands-on experience in electrical network design.
• People Management Experience: Formal experience in managing teams, including performance reviews and HR processes.

📝 Enhancement Note: The requirement for "equivalent work experience" alongside a 3rd Level qualification suggests flexibility for candidates with substantial practical expertise. The emphasis on "Implements standards and policies" and "Understands and applies the relevant approved Quality Management standards" points to a structured, process-driven operational environment. The "Good Communication and Interpersonal skills" are crucial for bridging technical teams with external entities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Design Pack Examples: Showcase a range of completed customer connection design packs, demonstrating technical accuracy, adherence to standards, and clarity for construction crews.
• Process Improvement Case Studies: Include examples of how you have reviewed and improved design processes to enhance customer service, efficiency, or safety. Quantify the impact where possible (e.g., reduced turnaround time, improved first-time-right rates).
• Stakeholder Management Documentation: Provide examples of documentation or strategies used for successful negotiation and consent acquisition from landowners, local authorities, or other third parties.
• Team Management Documentation (Optional but Recommended): If possible, include anonymized examples of team development plans, performance feedback structures, or workload allocation methodologies you have implemented.

Process Documentation:

• Demonstrate familiarity with documenting and standardizing design workflows from initial customer request to final system integration.
• Highlight experience in creating or refining processes that ensure compliance with ESB Network standards, safety regulations, and customer charter timelines.
• Showcase an understanding of how completed designs are formally integrated into the distribution Network system and the importance of accurate "As-Built" documentation.

📝 Enhancement Note: For a role like this, a portfolio is critical for demonstrating practical application of skills. Candidates should prepare to discuss specific design challenges, team management approaches, and instances where they influenced process improvements. The focus should be on tangible outcomes and adherence to operational standards.

💵 Compensation & Benefits

Salary Range: €69,000 – €81,000 per annum

Benefits:

• Career Development: Opportunities for growth through mentoring and dedicated training programs.
• Corporate Social Responsibility: Engagement in company-wide CSR initiatives.
• Social & Networking: Access to Sports and Social Clubs, fostering a strong team environment and networking opportunities.
• Financial: Access to a Credit Union and a generous pension scheme.
• Well-being: Comprehensive staff well-being programs and support services.
• Family Support: Generous parental leave entitlements.
• Culture: A strong, values-based, and inclusive company culture committed to diversity, equity, and inclusion.

Working Hours:

• Standard working hours are assumed to be approximately 40 hours per week, with flexibility offered through ESB's smart working initiative. This involves a hybrid model where employees can work flexibly with at least one anchor day per week in the designated office location for in-person collaboration. Specific arrangements are subject to manager approval and operational needs.

📝 Enhancement Note: The salary range provided is competitive for a managerial role with significant responsibility in the Irish utilities sector. The benefits package is robust, emphasizing employee well-being, professional development, and work-life balance, which are key attractors for experienced professionals. The "smart working" policy indicates a modern approach to work arrangements.

🎯 Team & Company Context

🏢 Company Culture

Industry: Energy / Utilities (Electricity Supply & Distribution)
Company Size: Large Enterprise (ESB is a significant employer in Ireland)
Founded: 1927 (ESB has a long-standing history and integral role in Ireland's infrastructure development)

Team Structure:

• This role reports to the Senior Design Manager, Delivery Assurance, within the Customer & Project Delivery North division.
• The Design Manager will lead a team of Designers and Engineering Officers, working collaboratively with construction crews, contractor staff, and other internal departments (e.g., H&S, planning, asset management).
• Cross-functional collaboration is essential, involving liaison with landowners, local authorities, and potentially external specialists like ecologists and archaeologists.

Methodology:

• Data-Driven Design: Designs are updated to the distribution Network system, emphasizing the importance of accurate data capture and system integration.
• Process Optimization: Continuous review of design processes to ensure efficiency, excellent customer service, and adherence to standards.
• Safety-First Approach: Strict compliance with Health & Safety legislation and proactive risk assessment integrated into the design process.
• Customer Charter Adherence: Operational processes are structured to meet specific service level agreements and customer expectations.

Company Website: https://www.esb.ie/

📝 Enhancement Note: ESB's mission to "lead Ireland’s transition to a net zero carbon future" provides a strong sense of purpose. The company's long history and critical role in national infrastructure suggest a stable, established organization with robust operational processes. The emphasis on values like Courageous, Caring, Driven, and Trusted indicates a culture that balances performance with ethical conduct and employee well-being.

📈 Career & Growth Analysis

Operations Career Level: This is a mid-to-senior level management position, responsible for a critical operational function (customer connection design) and the direct management of a technical team. It sits within the project delivery and asset management side of the utility operations.

Reporting Structure: The role reports to a Senior Design Manager, indicating a clear hierarchy within the design and delivery assurance function. This structure allows for mentorship and strategic alignment with higher-level operational objectives.

Operations Impact: The Design Manager has a direct impact on:

• Customer Satisfaction: Ensuring timely and accurate design delivery is crucial for customer experience.
• Operational Efficiency: Efficient design processes reduce construction delays and costs.
• Network Integrity & Safety: High-quality designs ensure the safe and reliable operation of the electricity network.
• Capital Program Delivery: Successful design is a prerequisite for the timely execution of capital projects and network upgrades.

Growth Opportunities:

• Leadership Advancement: Potential to move into a Senior Design Manager role or other management positions within Customer & Project Delivery or broader ESB operations.
• Technical Specialization: Deepen expertise in specific network asset types or advanced design methodologies.
• Project Management: Transition into broader project management roles overseeing larger construction or infrastructure initiatives.
• Cross-Functional Development: Opportunities to gain experience in related operational areas such as asset management, network planning, or H&S management.
• Continuous Learning: Access to training, mentoring, and industry certifications to stay abreast of evolving technologies and regulations in the energy sector.

📝 Enhancement Note: This role offers a clear path for progression within a large, stable utility organization. The combination of technical leadership, people management, and direct impact on core business operations provides a strong foundation for career growth in the energy sector.

🌐 Work Environment

Office Type: Hybrid model, combining remote flexibility with mandatory in-office collaboration. The primary office location mentioned is Finglas, likely a key operational hub for ESB Networks. Office Location(s): Finglas is specified, with the role covering the Northwest region, implying regular travel within that area and potentially beyond for site visits, stakeholder meetings, and coordination.

Workspace Context:

• Collaborative Hub: The anchor day in the office is designed for in-person collaboration, team meetings, and strategic discussions, fostering a connected team environment.
• Resource Accessibility: Access to necessary design software (potentially GIS, E Plan), technical documentation, and support from senior management and H&S advisors.
• Field Integration: The role requires significant interaction with construction sites and external stakeholders, necessitating a balance between office-based planning and field-based oversight.

Work Schedule:

• While specific hours are not detailed beyond the standard 40-hour week, the "smart working" policy suggests a focus on output and efficiency rather than strict time-logging. Flexibility is a key component, balanced with the need for team presence and operational demands.

📝 Enhancement Note: The hybrid work model is a significant aspect, requiring individuals to be self-disciplined and effective in both remote and in-office settings. The need for travel is also a key consideration for candidates assessing their fit for this role.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: Review of application and CV against essential and desirable criteria.
2. First Interview: Likely with the Senior Design Manager, focusing on technical expertise, leadership experience, operational knowledge, and understanding of ESB's context. Behavioral questions assessing communication, problem-solving, and team management will be key.
3. Second Interview/Assessment: May involve a technical assessment, a case study, or an interview panel including other managers or subject matter experts. This stage will delve deeper into your approach to design management, process improvement, and stakeholder engagement.
4. Final Interview: Potentially with a more senior leader, focusing on strategic fit, cultural alignment, and long-term potential within ESB.

Portfolio Review Tips:

• Curate Selectively: Choose 2-3 strong examples that best represent your capabilities in design management, team leadership, and process improvement.
• Quantify Impact: For each example, clearly articulate the challenge, your solution, and the measurable outcomes (e.g., efficiency gains, cost savings, improved safety metrics, customer satisfaction improvements).
• Highlight Process: Explain the design and approval processes you followed, emphasizing adherence to standards and best practices.
• Showcase Leadership: If possible, include examples of how you mentored team members, improved team performance, or managed complex workloads.
• Tailor to ESB: Briefly research ESB's current projects or strategic goals (e.g., net-zero transition) and subtly align your examples where relevant.

Challenge Preparation:

• Design Scenario: Be prepared for a hypothetical scenario involving a complex customer connection request. You may be asked to outline your approach to design, risk assessment, stakeholder engagement, and team allocation.
• Process Improvement Question: Expect questions about how you would identify inefficiencies in current design processes and implement improvements, focusing on customer service and compliance.
• Team Management Scenario: Prepare to discuss how you would handle underperforming team members, prioritize conflicting demands, or foster a collaborative team culture.

📝 Enhancement Note: The emphasis on a "Portfolio" here likely refers to a collection of work examples and case studies rather than a formal online portfolio. Candidates should be ready to discuss their experience in depth, using specific examples to illustrate their skills and achievements, particularly those related to operational efficiency and stakeholder management.

🛠 Tools & Technology Stack

Primary Tools:

• Network Design Software: While specific names aren't listed, expect proficiency with CAD (Computer-Aided Design) software, potentially with specialized electrical design modules.
• GIS (Geographic Information System): Essential for mapping and managing network infrastructure. ESBN IT systems knowledge mentions GIS.
• E Plan: Likely a specific electrical design or planning software used by ESB.
• IWM (Information Work Management): Potentially a system for managing work orders, field operations, and asset data within ESB Networks.

Analytics & Reporting:

• Data Analysis Tools: Proficiency in analyzing design data, project timelines, and performance metrics to identify trends and areas for improvement.
• Reporting Tools: Ability to generate reports on team performance, project status, and adherence to KPIs (Key Performance Indicators) related to customer delivery and design completion.

CRM & Automation:

• Internal ESB Systems: Familiarity with internal databases and workflow management systems is crucial for tracking customer connections, design progress, and asset information.
• Project Management Software: Tools for task management, scheduling, and resource allocation, potentially integrated with internal systems.

📝 Enhancement Note: The mention of "ESBN IT systems knowledge (e.g. IWM, GIS, E Plan)" is a strong indicator of the required technical environment. Candidates with experience in these or similar utility-specific systems will have a significant advantage. Understanding how these systems support operational workflows is key.

👥 Team Culture & Values

Operations Values:

• Courageous: Taking initiative, making sound decisions under pressure, and championing necessary changes in design processes or team management.
• Caring: Demonstrating empathy and support towards team members, prioritizing safety, and ensuring excellent customer service.
• Driven: Commitment to achieving ambitious project timelines, delivering high-quality designs, and continuously seeking process improvements.
• Trusted: Upholding integrity, ensuring accuracy in designs and data, and building reliable relationships with internal and external stakeholders.

Collaboration Style:

• Cross-functional Integration: Actively collaborating with construction teams, contractors, H&S advisors, and external parties to ensure seamless project execution.
• Process-Oriented: A focus on clear, documented processes and standards to ensure consistency and quality in design delivery.
• Feedback Culture: Willingness to provide and receive constructive feedback to enhance team performance and operational efficiency.
• Problem-Solving Focus: A proactive approach to identifying and resolving issues collaboratively to keep projects on track.

📝 Enhancement Note: The core values of ESB (Courageous, Caring, Driven, Trusted) should be reflected in how candidates approach their work, team interactions, and problem-solving. Demonstrating alignment with these values during the interview process will be crucial.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Demands: Managing competing priorities between customer connection timelines, network standards, safety requirements, and stakeholder negotiations.
• Team Development: Motivating and developing a team of designers, potentially with varying levels of experience and skill sets, to meet performance targets.
• Stakeholder Management: Navigating complex negotiations and potential conflicts with landowners and local authorities to secure essential consents.
• Technical Evolution: Keeping pace with advancements in electrical network technology, design tools, and regulatory changes within the energy sector.
• Data Integrity: Ensuring the accuracy and completeness of design data, especially when integrating it into the live network systems as "As-Builts."

Learning & Development Opportunities:

• Advanced Technical Training: Opportunities to deepen knowledge in specific areas of electrical network design, asset management, or renewable energy integration.
• Leadership Development Programs: Formal training and mentorship to enhance management and leadership capabilities.
• Project Management Certifications: Support for obtaining or advancing project management qualifications.
• Industry Engagement: Potential to attend industry conferences and network with peers in the utilities sector.
• Cross-Departmental Exposure: Opportunities to gain broad experience within ESB's operational divisions.

📝 Enhancement Note: Candidates should be prepared to discuss how they have overcome similar challenges in previous roles, demonstrating resilience, adaptability, and a commitment to continuous improvement. The growth opportunities highlight ESB's investment in its employees' long-term development.

💡 Interview Preparation

Strategy Questions:

• Operational Approach: "Describe your methodology for managing a team responsible for creating customer connection design packs. How do you ensure quality, timeliness, and adherence to standards?" (Focus on process, tools, and team management).
• Stakeholder Navigation: "Walk me through a challenging negotiation you had with a landowner or local authority regarding infrastructure development. What was the outcome, and what did you learn?" (Highlight negotiation skills, problem-solving, and diplomacy).
• Process Improvement: "How would you assess the current design process for new customer connections at ESB, and what steps would you take to identify and implement improvements?" (Focus on analytical skills, data-driven decision-making, and change management).

Company & Culture Questions:

• ESB's Mission: "How does ESB's commitment to leading Ireland's transition to a net-zero carbon future resonate with your professional values and career aspirations?" (Show alignment with company purpose).
• Values Alignment: "Can you provide an example of how you've demonstrated 'Courage,' 'Care,' 'Drive,' or 'Trust' in a professional setting?" (Relate your experience to ESB's core values).
• Hybrid Work: "What is your approach to working effectively in a hybrid environment, and how do you ensure your team remains engaged and productive?" (Demonstrate adaptability and leadership in flexible work settings).

Portfolio Presentation Strategy:

• Structured Narrative: For each portfolio example, use the STAR method (Situation, Task, Action, Result) to clearly articulate your role and impact.
• Visual Aids (If Permitted): If you can share anonymized diagrams or process flows, it can significantly enhance your presentation. Focus on clarity and relevance.
• Quantify Everything: Emphasize metrics – reductions in cycle time, improvements in first-time-right rates, cost savings, safety incident reduction, stakeholder satisfaction scores.
• Focus on Leadership: Explain how you guided your team through challenges, fostered their development, and achieved collective success.
• Anticipate Questions: Be ready to answer detailed questions about your decision-making process, technical choices, and how you managed risks.

📝 Enhancement Note: Candidates should prepare specific, quantifiable examples. The interview will likely assess not just technical competence but also leadership style, problem-solving approach, and cultural fit with ESB's values. Demonstrating a proactive, solutions-oriented mindset is key.

📌 Application Steps

To apply for this Customer Delivery Design Manager position:

• Submit your application through the official ESB Careers portal via the provided link.
• Tailor Your CV: Highlight your 7+ years of relevant experience, focusing on design management, team leadership, stakeholder engagement, and knowledge of electrical networks. Use keywords from the job description (e.g., "Network Design Packs," "Customer Charter," "H&S Compliance," "Stakeholder Negotiation").
• Prepare Your Portfolio: Gather examples of your work, focusing on design packs, process improvements, and stakeholder engagement successes. Be ready to discuss these in detail, quantifying achievements and explaining your role.
• Research ESB: Understand ESB's mission, values, and current strategic initiatives (e.g., net-zero transition). Familiarize yourself with their operational context in the Irish energy sector.
• Practice Interview Responses: Prepare for behavioral and situational questions using the STAR method, and be ready to articulate your approach to design management, team leadership, and operational challenges.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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