OverviewVersion 1 has celebrated over 26 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Version 1 has strategic technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake. We’re also an award-winning employer reflecting how employees are at the heart of Version 1. We’ve been awarded: Innovation Partner of the Year Winner 2023 Oracle EMEA Partner Awards, Global Microsoft Modernising Applications Partner of the Year Award 2023, AWS Collaboration Partner of the Year - EMEA 2023 and Best Workplaces for Women by Great Place To Work in UK and Ireland 2023. As a consultancy and service provider, Version 1 is a digital-first environment focused on our core values. We’re experiencing growth across our practices and our Digital, Data and Cloud team is expanding, creating opportunities for driven and skilled individuals to join one of the fastest-growing consultancies globally.Job DescriptionThe success of the Service Delivery Manager is built on the Trust relationship between them, their clients and their team, leading to high customer satisfaction, engaged Version 1 staff and strong financial performance. You will sit in our Public Sector team with responsibility for a large customer, building and maintaining a solid relationship to consistently deliver high satisfaction ratings.ResponsibilitiesManage all three 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 & 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 improvement initiatives for customer satisfactionExplore and drive opportunities within existing customers for new/additional workWork with sales to develop new opportunities with both new and existing customersConduct regular Service Reviews with customersTravel requirements: 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, etc.)Additional InformationWhy Version 1?At Version 1, we provide a comprehensive benefits package that prioritises wellbeing, professional growth and financial stability.Share in our success with a Quarterly Performance-Related Profit Share SchemeStrong Career Progression and mentorship through Strength in Balance & Leadership schemes with quarterly Pathways Career DevelopmentFlexible/remote working to support work-life balanceFinancial wellbeing: Pension, Private Healthcare, Life Assurance, Financial advice and Employee Discount schemeEmployee wellbeing schemes: Gym discounts, Bike to Work, Fitness classes, Mindfulness workshops, Employee Assistance Programme and generous holiday allowance including enhanced parental leaveEducational assistance and accreditations including AWS, Microsoft, Oracle and Red HatReward schemes including Version 1’s Annual Excellence AwardsEnvironment, Social and Community initiatives supporting diversity, inclusion and belongingAnd many more exciting benefits—drop us a note to find out more.Ekta Bahl - Talent Acquisition Capability Partner
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