Service Delivery Manager

Job summary

Service Delivery Manager Full-time Department: Digital, Data and Cloud Company Description Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, 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 what we do: UK & Ireland's premier AWS, Microsoft & Oracle partner 3300+ strong, 350/£300m revenue business 10+ years as a Great Place to Work in Ireland & UK Best Workplace for Women in the UK & Ireland by GPTW Best Workplace for Wellbeing in the UK by GPTW We're a core values [link to 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 As a Service Delivery Manager, you will play a crucial role in managing client relationships. You will work closely with the customers, the wider Service Delivery Team and the Technical Consultants to ensure the successful delivery of our services. Roles & Responsibilities Service Reporting: Produce both customer and internal service reporting. Service Reviews: Conduct regular reviews with customers. Customer Management: Handle escalations, issues, problems, and requirements. Financial Management: Oversee invoicing and financial aspects of assigned accounts. Forecasting: Perform monthly forecasting of project costs and revenue. Compliance: Ensure ISO20000 compliance and best practices. Service Improvement: Identify and implement continual service improvement initiatives. Risk Management: Manage business risk and ensure business continuity. Customer Satisfaction: Achieve targets and drive improvement initiatives. Business Development: Explore and drive opportunities for new or additional work within existing customers. Qualifications Essential skills and experience Experience: 7+ years in Service Delivery Management. Language: Fluency in English. Communication: Strong verbal and written communication skills. Customer Service: Proven experience in customer service and relationship management. Analytical Skills: Strong analytical abilities. Revenue Generation: Track record of driving revenue opportunities. Process Orientation: Ability to work within a process-driven environment. Forecasting: Experience in monthly forecasting of financials. Initiative: Self-starter with the ability to drive assignments and escalate when necessary. Teamwork: Team player with a strong customer-centric ethos. ITIL Skills: Strong knowledge and skills in ITIL. Additional Information Why Version 1? 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 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.