Overview
Version 1 is a technology services company with over 28 years of experience, trusted by global brands to deliver customer-focused solutions. We foster partnerships with leading technology providers including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake to ensure high-quality solutions and services. We are an award-winning employer that values our employees and our core values-driven culture.
Job Description
The success of the Service Delivery Manager role is built on trust with clients. You may be responsible for several customers, so the ability to build and maintain solid relationships is key to delivering high satisfaction ratings.
Roles & Responsibilities
* Manage all three sides of the Strategic Triangle – Customer Satisfaction, Employee Engagement, and Profitability
* Monthly and quarterly forecasting of team costs and project revenues
* Conduct regular service reviews with customers
* Review actual performance against forecast, identify gaps, and implement corrective actions as appropriate
* Collaborate with Head of Service Delivery Management, Portfolio Directors, Account Managers, and Practice Heads to agree strategy for assigned accounts
* Input to service design and support for service implementation
* Maintain standards for ISO20000 compliance and best practices across the team
* Manage customer escalations, issues, problems, and requirements
* Identify and progress continual service improvement initiatives
* Manage business risk and knowledge to ensure business continuity
* Achieve targets and improvement initiatives for customer satisfaction
* Work with sales to develop new opportunities with both new and existing customers
Communication with Other Delivery Managers
* Identify resourcing issues
* Cross-team opportunities
* Cross-team support requirements
Qualifications
Experience we are looking for:
* Strong customer service/relationship management experience
* Strong leadership and decision-making skills
* Strong analytical skills
* Strong track record in driving revenue opportunities
* Demonstrated ability to work within a process-driven environment
* Resource management experience (performance management, workload distribution, team development, knowledge management)
* Forecasting experience: monthly forecasting of gross profit accounting for team costs and project revenues
* Effective verbal and written communication skills
* Self-starter with the ability to take on assignments and escalate when progress is impeded
* Team player with a strong customer-centric ethos
* Previous consultancy experience is advantageous
* Strong ITIL skills related to Service Design, Operations and Transition
* A technical background in Microsoft Technologies
Additional Information
Why Version 1?
Version 1 offers a comprehensive benefits package prioritising wellbeing, professional growth, and financial stability.
* Quarterly profit-sharing scheme
* Career progression and mentorship through Strength in Balance & Leadership schemes
* Flexible/remote working to support work-life balance
* Financial wellbeing benefits: Pension, Private Healthcare, Life Insurance, financial advice, Employee Discount
* Employee wellbeing programs: Gym discounts, Bike to Work, mindfulness, Employee Assistance Programme, generous holiday allowance and leave policies
* Educational assistance and accreditations, including AWS, Microsoft, Oracle, and Red Hat
* Reward schemes including Annual Excellence Awards
* ESG initiatives promoting diversity, inclusion and belonging
* And more—drop us a note to learn about additional benefits
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
Referrals increase your chances of interviewing at Version 1. We are located in Timahoe East, County Kildare, Ireland.
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