Job DescriptionAs a Service Delivery Manager, you will play a crucial role in managing client relationships. You will work closely with the customers, the wider Service Delivery Team and the Technical Consultants to ensure the successful delivery of our services.Roles & ResponsibilitiesService Reporting: Produce both customer and internal service reporting.Service Reviews: Conduct regular reviews with customers.Customer Management: Handle escalations, issues, problems, and requirements.Financial Management: Oversee invoicing and financial aspects of assigned accounts.Forecasting: Perform monthly forecasting of project costs and revenue, understand gaps and put corrective measures in place, as appropriate.Compliance: Ensure ISO20000 compliance and best practices.Service Improvement: Identify and implement continual service improvement initiatives.Risk Management: Manage business risk and ensure business continuity.Customer Satisfaction: Achieve targets and drive improvement initiatives.Business Development: Explore and drive opportunities for new or additional work within existing customers.QualificationsExperience: 8+ years in Service Delivery Management.Language: Fluency in English.Communication: Strong verbal and written communication skills.Customer Service: Proven experience in customer service and relationship management.Analytical Skills: Strong analytical abilities.Revenue Generation: Track record of driving revenue opportunities.Process Orientation: Ability to work within a process-driven environment.Forecasting: Experience in monthly forecasting of financials.Initiative: Self-starter with the ability to drive assignments and escalating when necessary.Teamwork: Team player with a strong customer‑centric ethos.ITIL Skills: ITIL v4 certified with strong skills in Service Design, Operations and Transition.BenefitsQuarterly Performance‑Related Profit Share Scheme.Strong Career Progression & mentorship coaching through Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.Flexible/remote working with understanding of life events and individual circumstances.Financial Well‑being initiatives including Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.Employee Well‑being schemes: Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme, generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.Reward schemes including Annual Excellence Awards & Call‑Out platform.Environment, Social and Community First initiatives to foster diversity, inclusion and belonging.Equal OpportunityVersion 1 is an equal opportunities employer. We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive.
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