OverviewThe Service Delivery Manager works within Version 1's Public Sector team. The role focuses on building and maintaining a solid customer relationship with a large client to consistently deliver high satisfaction ratings and strong financial performance for Version 1.ResponsibilitiesManage all 3 sides of the Strategic Triangle – Customer Satisfaction; Employee Engagement; and ProfitabilityMonthly and quarterly forecasting of team costs and project revenuesReview actual performance against forecast – identify gaps and implement corrective actions as appropriateCollaborate with Delivery Managers, Portfolio Directors, Customer Success Managers and Practice Heads to agree strategy for assigned accountsInput to service design and support for service implementationInternal service reportingMaintain standards for ISO 20000 and 27000 compliance and best practices across the teamManage customer escalations, issues, problems, and requirementsIdentify and progress continual service improvement initiativesManage business risk and knowledge to ensure business continuityAchieve targets and drive improvement initiatives for customer satisfactionExplore and drive opportunities within existing customers for new/additional workWork with sales to develop new opportunities with new and existing customersConduct regular service reviews with customersTravel requirementsTravel: 1-2 days per week in ShannonQualificationsAt least 5 years leadership experienceStrong customer service/relationship management experience in a Service Delivery Manager or equivalent roleMicrosoft infrastructure experience in a Managed Services environmentExperience in Service Delivery in IT Services preferably infrastructureStrong track record in driving revenue opportunitiesResource Management experience: performance management, workload distribution, team development, knowledge managementForecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costsExperience in pre-sales both leading and contributing (contracts, tenders, bids and so on)Additional InformationWhy 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 and mentorship coaching through our Strength in Balance and Leadership schemes with a dedicated quarterly Pathways Career Development programme.Flexible/remote working; Version 1 supports work-life balance.Financial wellbeing initiatives including Pension, Private Healthcare, 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 more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership 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 and Call-Out platform.Environment, Social and Community initiatives to foster diversity, inclusion and belonging.And many more exciting benefits… drop us a note to find out more.Ekta Bahl - Talent Acquisition Capability PartnerJob detailsSeniority level: Mid-Senior levelEmployment type: Full-timeJob function: Information TechnologyIndustries: IT Services and IT ConsultingReferrals increase your chances of interviewing at Version 1 by 2xSign in to set job alerts for 'Information Technology Service Delivery Manager' roles.
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