Service Delivery Manager

icon building Company : Version 1
icon briefcase Job Type : Full Time

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Job Description - Service Delivery Manager



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. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:

  • No. 1 Best Large Workplace in Ireland by GPTW
  • 5th Best Super Large Workplace in the UK by GPTW
  • Best Workplace for Women in the UK & Ireland by GPTW
  • Best Workplace for Wellbeing in the UK 2023 by GPTW
  • Top 10 Best Place to Work UK by Glassdoor

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!

Job Description



The success of the Service Delivery Manager is built on the ‘Trust’ relationship between them and their clients and team. The result of this relationship is a customer with high satisfaction scores and engaged Version 1 staff, which should then translate into excellent financial performance. You as the Service Delivery Manager will sit in our Public Sector team. You will have responsibility for a large customer where you will build and maintain a solid relationship in order to continue to consistently deliver high satisfaction ratings.

Please note that this position is hybrid and the customer is based in Shannon.

  • Manage all 3 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 – understand gaps and put corrective measures in place, as appropriate
  • Work with Delivery Managers /Portfolio Directors /Customer Success Managers and Practice Heads as appropriate to agree strategy for assigned accounts 
  • Input to service design and support for service implementation
  • Internal service reporting
  • Maintain standards for ISO 20000 & 270000 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 and drive 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

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 Information



At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

  • Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
  • Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
  • Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
  • Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
  • Employee Wellbeing schemes including Ergonomic Tech Equipment, Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more.
  • Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
  • Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
  • Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
  • Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.

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