Service Delivery Manager
- Belfast
- Permanent
- Full-time
- 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
- Manage all 3 sides of the Strategic Triangle - Customer Satisfaction: Employee Engagement; and Profitability
- Monthly and quarterly forecasting of team costs and project revenues
- Conduct regular Service Reviews with Customers
- Review actual performance against forecast - understand gaps and put corrective measures in place, as appropriate
- Work with Head of Service Delivery Management / Portfolio Director(s) / Account Manager (s) / Practice Head as appropriate to agree strategy for assigned accounts
- Input to service design and support for service implementation
- Maintain standards for ISO20000 compliance & best practices across the team
- Manage customer escalations, issues, problems, and requirements
- Identify and progress Continual Service Improvement initiatives
- Manage business risk and knowledge to ensure business continuity
- Achieve targets and improvement initiatives for customer satisfaction
- Work with sales to develop new opportunities both with new and existing customers
- Identify resourcing issues
- Cross team opportunities
- Cross team support requirements
- Strong customer service/relationship management experience (Customer)
- Strong leadership and decision-making skills (People)
- Strong analytical skills (Strategy, Financials)
- Strong track record in driving revenue opportunities (Strategy, Financials)
- Demonstrated ability to work within a process driven environment (Strategy, People)
- Resource Management experience: performance management, workload distribution, team development, knowledge management (People)
- Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs (Financials)
- Effective verbal and written communication skills (People, Customer)
- Self-starter. Can take on assignments, driving through contacting the appropriate parties to get them done and escalate when progress is impeded.
- A team player and self-motivated, you must demonstrate a strong customer-centric ethos.
- Previous consultancy experiences a distinct advantage.
- Strong ITIL skills in relation to Service Design, Operations and Transition
- A technical background in Microsoft Technologies
- 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.