Service Delivery Manager

Overview
Version 1 has celebrated over 26 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success.
Version 1 has strategic technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake.
We're also an award-winning employer reflecting how employees are at the heart of Version 1.
We've been awarded: Innovation Partner of the Year Winner 2023 Oracle EMEA Partner Awards, Global Microsoft Modernising Applications Partner of the Year Award 2023, AWS Collaboration Partner of the Year - EMEA 2023 and Best Workplaces for Women by Great Place To Work in UK and Ireland 2023.
As a consultancy and service provider, Version 1 is a digital-first environment focused on our core values.
We're experiencing growth across our practices and our Digital, Data and Cloud team is expanding, creating opportunities for driven and skilled individuals to join one of the fastest-growing consultancies globally.
Job Description
The success of the Service Delivery Manager is built on the Trust relationship between them, their clients and their team, leading to high customer satisfaction, engaged Version 1 staff and strong financial performance.
You will sit in our Public Sector team with responsibility for a large customer, building and maintaining a solid relationship to consistently deliver high satisfaction ratings.
Responsibilities
Manage all three sides of the Strategic Triangle – Customer Satisfaction, Employee Engagement and Profitability
Monthly and quarterly forecasting of team costs and project revenues
Review actual performance against forecast; identify gaps and implement corrective actions as appropriate
Collaborate with Delivery Managers, Portfolio Directors, Customer Success Managers and Practice Heads to agree strategy for assigned accounts
Input to service design and support for service implementation
Internal service reporting
Maintain standards for ISO 20000 & 27000 compliance and best practices across the team
Manage customer escalations, issues, problems and requirements
Identify and progress continual service improvement initiatives
Manage business risk and knowledge to ensure business continuity
Achieve targets and improvement initiatives for customer satisfaction
Explore and drive opportunities within existing customers for new/additional work
Work with sales to develop new opportunities with both new and existing customers
Conduct regular Service Reviews with customers
Travel requirements:
1-2 days per week in Shannon
Qualifications
At least 5 years leadership experience
Strong customer service/relationship management experience in a Service Delivery Manager or equivalent role
Microsoft infrastructure experience in a Managed Services environment
Experience in Service Delivery in IT Services preferably infrastructure
Strong track record in driving revenue opportunities
Resource Management experience: performance management, workload distribution, team development, knowledge management
Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs
Experience in pre-sales both leading and contributing (contracts, tenders, bids, etc.)
Additional Information
Why Version 1?
At Version 1, we provide a comprehensive benefits package that prioritises wellbeing, professional growth and financial stability.
Share in our success with a Quarterly Performance-Related Profit Share Scheme
Strong Career Progression and mentorship through Strength in Balance & Leadership schemes with quarterly Pathways Career Development
Flexible/remote working to support work-life balance
Financial wellbeing: Pension, Private Healthcare, Life Assurance, Financial advice and Employee Discount scheme
Employee wellbeing schemes: Gym discounts, Bike to Work, Fitness classes, Mindfulness workshops, Employee Assistance Programme and generous holiday allowance including enhanced parental leave
Educational assistance and accreditations including AWS, Microsoft, Oracle and Red Hat
Reward schemes including Version 1's Annual Excellence Awards
Environment, Social and Community initiatives supporting diversity, inclusion and belonging
And many more exciting benefits—drop us a note to find out more.
Ekta Bahl - Talent Acquisition Capability Partner
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