Overview
The 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.
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
* Collaborate 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 and 27000 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 drive 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
Travel requirements
Travel: 1-2 days per week in Shannon
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)
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 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 Partner
Job details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: IT Services and IT Consulting
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