Service Delivery Operations Leader

5 days ago

Galway, Galway, Ireland beBeeServicedelivery Full time €90,000 - €120,000
Job Description

We are seeking a seasoned Service Delivery Operations Leader to drive business growth and customer satisfaction in our Public Sector team. The successful candidate will be responsible for building strong relationships with clients, ensuring high satisfaction ratings, and driving financial performance.

Main Responsibilities
  • Lead the management of 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 and implement corrective measures as necessary
  • Collaborate with Delivery Managers/Portfolio Directors/Customer Success Managers and Practice Heads to develop strategy for assigned accounts
  • Contribute to service design and support for service implementation
  • Internal service reporting
  • Maintain standards for ISO 20000 & compliance & best practices across the team
  • Manage customer escalations, issues, problems, and requirements
  • Identify and progress the Continual Service Improvement initiative
  • Manage business risk and knowledge to ensure business continuity
  • Achieve targets and improvement initiatives for customer satisfaction
  • Pursue opportunities within existing customers for new/additional work
  • Work with sales to develop new opportunities both with new and existing customers
Requirements
  • 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 and so on)
About Us

We are a digital-first consultancy and service provider with over 26 years of experience in Technology Services. We believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

We offer a Quarterly Performance-Related Profit Share Scheme, Strong Career Progression & mentorship coaching, Flexible/remote working, Financial Wellbeing initiatives, Employee Wellbeing schemes, Generous holiday allowance, and many more exciting benefits.

We are committed to fostering a diverse, inclusive, and belonging culture, and we encourage you to get involved in local fundraising and development opportunities.

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