Service Delivery Director

19 hours ago

Shannon, Ireland beBeeLeadership Full time €75,000 - €105,000
Job Overview

As a seasoned leader, you will be responsible for delivering exceptional customer satisfaction, employee engagement, and strong financial performance. Our company is trusted by global brands to deliver solutions that drive customer success.

The role requires a strategic thinker who can build and maintain relationships with clients and internal teams to drive business growth.

Travel requirements: 1-2 days per week in Shannon.

Key Responsibilities
  • Manage the 'Strategic Triangle' – Customer Satisfaction, Employee Engagement, and Profitability.
  • Forecast team costs and project revenues on a monthly and quarterly basis.
  • Review actual performance against forecast, identify gaps, and implement corrective actions as necessary.
  • Collaborate with Delivery Managers, Portfolio Directors, and Customer Success Managers to agree strategies for assigned accounts.
  • Contribute to service design and support for service implementation.
  • Report on internal services.
  • Maintain high standards for ISO 20000 & compliance & best practices across the team.
  • Manage customer escalations, issues, problems, and requirements.
  • Drive 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.
Qualifications
  • At least 5 years of 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 skills: monthly forecasting on gross profit accounting for team costs, recurring, and additional project revenues and costs.
  • Pre-sales experience: leading and contributing to contracts, tenders, bids, and so on.
Benefits
  • Participate in our Quarterly Performance-Related Profit Share Scheme.
  • Strong Career Progression and mentorship coaching through our Strength in Balance & Leadership schemes with a quarterly Pathways Career Development programme.
  • Flexible/remote working supporting work-life balance.
  • Financial wellbeing: Pension, Private Healthcare Cover, Life Assurance, Financial advice, and Employee Discount scheme.
  • Employee Wellbeing: Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme, generous holiday allowance, enhanced maternity/paternity leave, and special leave policies.
  • Educational assistance and accreditations including AWS, Microsoft, Oracle, and Red Hat.
  • Reward schemes including Version 1's Annual Excellence Awards & 'Call-Out' platform.
  • ESG and community initiatives promoting diversity, inclusion, and belonging.

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