Delivery Solutions Expert

2 weeks ago

Galway, Galway, Ireland beBeeServiceDelivery Full time €75,000 - €105,000
Job Description

The role of a Service Delivery Manager is to establish and maintain strong relationships with clients, leading to high customer satisfaction ratings. This position plays a crucial role in the success of our company.

  • Strategic Triangle Management: Balance Customer Satisfaction, Employee Engagement, and Profitability.
  • Monthly forecasting of team costs and project revenues.
  • Review performance against forecast, identifying gaps and implementing corrective measures.
  • Collaborate with Delivery Managers, Portfolio Directors, and Customer Success Managers to agree on strategies for assigned accounts.
  • Input 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.
  • Explore opportunities within existing customers for new/additional work.
  • Work with sales to develop new opportunities both with new and existing customers.
  • Conduct regular Service Reviews with Customers.

Travel Requirements: Up to 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 and so on).
Additional Benefits

Our comprehensive benefits package prioritises your wellbeing, professional growth, and financial stability. Some benefits include:

  • Quarterly Performance-Related Profit Share Scheme.
  • Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
  • Flexible/remote working.
  • Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
  • Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme.
  • Educational assistance, incentivised certifications, and accreditations.
  • Reward schemes including Annual Excellence Awards & 'Call-Out' platform.
Other Information

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