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 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.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 appropriateWork 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 & 270000 compliance & best practices across the teamManage customer escalations, issues, problems, and requirementsIdentify and progress the Continual Service Improvement initiativeManage 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 new and existing customersConduct regular Service Reviews with CustomersQualificationsAt 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)Benefits and Additional InformationShare in our success with our Quarterly Performance-Related Profit Share SchemeStrong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a quarterly Pathways Career Development programmeFlexible/remote working supporting work-life balanceFinancial wellbeing: Pension, Private Healthcare Cover, Life Assurance, Financial advice and Employee Discount schemeEmployee Wellbeing: Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme, generous holiday allowance, enhanced maternity/paternity leave and special leave policiesEducational assistance and accreditations including AWS, Microsoft, Oracle, and Red HatReward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platformESG and community initiatives promoting diversity, inclusion and belonging
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