Service Delivery Manager

About Version 1

Version 1 has been a trusted partner for global brands for over 30 years, delivering cutting-edge technology and transformation solutions. We pride ourselves on our deep expertise, strong partnerships with technology leaders like Microsoft, AWS, and Oracle, and our commitment to our employees, which has earned us 'Great Place to Work' accolades for over a decade. We are a values-driven company that invests in our people.

About the Role

As a Service Delivery Manager, you will be the crucial link between our clients and our technical teams. Your primary focus will be on managing client relationships, ensuring the successful delivery of our services, and driving customer satisfaction. This role requires a blend of strong communication, organizational, and technical understanding.

Roles & Responsibilities

• Produce comprehensive customer and internal service reports.
• Conduct regular service review meetings with clients.
• Effectively manage customer escalations, issues, problems, and requirements.
• Oversee invoicing and financial aspects for assigned accounts.
• Perform monthly forecasting of project costs and revenue, identifying and addressing any gaps.
• Ensure adherence to ISO20000 compliance and best practices.
• Identify and implement initiatives for continual service improvement.
• Manage business risks and ensure business continuity.
• Achieve customer satisfaction targets and drive improvement initiatives.
• Explore and drive opportunities for new or additional work within existing customer accounts.

Qualifications & Experience

• 8+ years of experience in Service Delivery Management.
• Fluency in English.
• Strong verbal and written communication skills.
• Proven experience in customer service and relationship management.
• Strong analytical abilities.
• Demonstrated track record of driving revenue opportunities.
• Ability to thrive in a process-driven environment.
• Experience in monthly financial forecasting.
• A self-starter with the ability to drive assignments and escalate effectively.
• A team player with a strong customer-centric ethos.
• ITIL v4 certified with strong skills in Service Design, Operations, and Transition.

Why Version 1?

We offer a comprehensive benefits package designed to prioritize your well-being, professional growth, and financial stability:

• Quarterly Performance-Related Profit Share Scheme.
• Strong Career Progression & mentorship through dedicated programs.
• Flexible/remote working options to support work-life balance.
• Financial Wellbeing initiatives: Pension with 5% employee-matched contribution, Private Healthcare Cover, Life Assurance, Financial advice, and Employee Discount scheme.
• Employee Wellbeing schemes: Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme.
• 24 days holiday allowance plus Public Holidays, enhanced maternity/paternity leave, and special leave policies.
• Educational assistance and incentivised certifications (AWS, Microsoft, Oracle, Red Hat).
• Reward schemes including Annual Excellence Awards & quarterly Star Awards.
• Opportunities to get involved in Environment, Social, and Community initiatives.

Salary

€60,000 - £74,000

Equal Opportunities

Version 1 is an equal opportunities employer committed to building a diverse, inclusive, and respectful workplace. We welcome applications from people of all backgrounds and value diverse perspectives. Reasonable adjustments can be requested during the recruitment process by contacting [email protected].