Service Delivery Manager

Summary

Join Version 1, a fast-growing global consultancy, as a Service Delivery Manager in our Public Sector team. You will manage a large customer account, focusing on building strong relationships and consistently delivering high satisfaction ratings. Responsibilities include managing the strategic triangle (customer satisfaction, employee engagement, profitability), forecasting, performance review, service design, compliance maintenance, and escalation management. You will also drive continual service improvement, manage business risks, achieve customer satisfaction targets, explore new business opportunities, and conduct regular service reviews. This role requires strong leadership, customer service, and Microsoft infrastructure experience in a managed services environment. Version 1 offers a comprehensive benefits package, including profit sharing, career progression opportunities, flexible/remote work options, financial wellbeing initiatives, employee wellbeing schemes, generous leave policies, educational assistance, and reward schemes.

Requirements

• 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)
• 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 – understand gaps and put corrective measures in place, as appropriate
• Work with Delivery Managers /Portfolio Directors /Customer Success Managers and Practice Heads as appropriate 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 both with new and existing customers
• Conduct regular Service Reviews with Customers

Benefits

• 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 & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, 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 much more
• 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 Version 1’s Annual Excellence Awards & ‘Call-Out’ platform
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes