Service Delivery Manager

Company Description

Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, Out Systems and Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them – it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!

As a Service Delivery Manager
, you will be responsible for managing client relationships and ensuring the successful delivery of services. You will collaborate closely with customers, the wider Service Delivery team, and Technical Consultants to deliver high‑quality outcomes and drive customer satisfaction.

• Service 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 ISO
  20000 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.

• Experience:
  
  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 raise issues 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.

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 & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working – Version 1 understands life events and people’s individual circumstances, offering flexibility to 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 programmes 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 and the ‘Call‑Out’ platform.
• Environm…