Service Delivery Manager
- Limerick Cork
- Permanent
- Full-time
- 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
- 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)
- 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.