Overview
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. Version 1 has several 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. The success of the Service Delivery Manager is built on the ‘Trust’ relationship between them and their clients and team, resulting in high customer satisfaction, engaged Version 1 staff and strong financial performance. You will sit in our Public Sector team and hold responsibility for a large customer, building and maintaining a solid relationship to consistently deliver high satisfaction ratings.
Travel requirements: 1-2 days per week in Shannon.
Responsibilities
* 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; identify gaps and implement corrective actions as appropriate
* Work with Delivery Managers / Portfolio Directors / Customer Success Managers and Practice Heads 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 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)
Benefits and Additional Information
* Share in our success with our Quarterly Performance-Related Profit Share Scheme
* Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a quarterly Pathways Career Development programme
* Flexible/remote working supporting work-life balance
* Financial wellbeing: Pension, Private Healthcare Cover, Life Assurance, Financial advice and Employee Discount scheme
* Employee Wellbeing: Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme, generous holiday allowance, enhanced maternity/paternity 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 & ‘Call-Out’ platform
* ESG and community initiatives promoting diversity, inclusion and belonging
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