Service Delivery Manager

Overview Version 1 is a technology services company with over 28 years of experience, trusted by global brands to deliver customer-focused solutions. We foster partnerships with leading technology providers including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake to ensure high-quality solutions and services. We are an award-winning employer that values our employees and our core values-driven culture.
Job Description The success of the Service Delivery Manager role is built on trust with clients. You may be responsible for several customers, so the ability to build and maintain solid relationships is key to delivering high satisfaction ratings.
Roles & 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
Conduct regular service reviews with customers
Review actual performance against forecast, identify gaps, and implement corrective actions as appropriate
Collaborate with Head of Service Delivery Management, Portfolio Directors, Account Managers, and Practice Heads to agree strategy for assigned accounts
Input to service design and support for service implementation
Maintain standards for ISO20000 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
Work with sales to develop new opportunities with both new and existing customers
Communication with Other Delivery Managers Identify resourcing issues
Cross-team opportunities
Cross-team support requirements
Qualifications Experience we are looking for:
Strong customer service/relationship management experience
Strong leadership and decision-making skills
Strong analytical skills
Strong track record in driving revenue opportunities
Demonstrated ability to work within a process-driven environment
Resource management experience (performance management, workload distribution, team development, knowledge management)
Forecasting experience: monthly forecasting of gross profit accounting for team costs and project revenues
Effective verbal and written communication skills
Self-starter with the ability to take on assignments and escalate when progress is impeded
Team player with a strong customer-centric ethos
Previous consultancy experience is advantageous
Strong ITIL skills related to Service Design, Operations and Transition
A technical background in Microsoft Technologies
Additional Information Why Version 1? Version 1 offers a comprehensive benefits package prioritising wellbeing, professional growth, and financial stability.
Quarterly profit-sharing scheme
Career progression and mentorship through Strength in Balance & Leadership schemes
Flexible/remote working to support work-life balance
Financial wellbeing benefits: Pension, Private Healthcare, Life Insurance, financial advice, Employee Discount
Employee wellbeing programs: Gym discounts, Bike to Work, mindfulness, Employee Assistance Programme, generous holiday allowance and leave policies
Educational assistance and accreditations, including AWS, Microsoft, Oracle, and Red Hat
Reward schemes including Annual Excellence Awards
ESG initiatives promoting diversity, inclusion and belonging
And more—drop us a note to learn about additional benefits
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting
Referrals increase your chances of interviewing at Version 1. We are located in Timahoe East, County Kildare, Ireland.

#J-18808-Ljbffr