Senior 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, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services. 

 We’re an award-winning employer reflecting how our employees are at the very heart of  what we do: 

• 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!. 

Job Description

As a Senior Service Delivery Manager, you will be responsible for leading strategic client relationships and ensuring the successful delivery of high-quality services across a portfolio of accounts. Acting as a trusted advisor to customers, you will work closely with senior stakeholders, the wider Service Delivery team, Technical Consultants, and business leadership to drive service excellence, customer satisfaction, operational effectiveness, and business growth.

You will play a key role in governance, financial oversight, risk management, service improvement, and the identification of opportunities to expand and strengthen customer partnerships.

Roles & Responsibilities

• Strategic Client Management: Develop and maintain strong relationships with key customer stakeholders, acting as the primary escalation and governance point of contact.
• Service Reporting & Governance: Own the production and presentation of customer-facing and internal service reports, providing insights, recommendations, and performance trends.
• Executive Service Reviews: Lead regular service and governance reviews with customers, ensuring service performance aligns with contractual obligations and business objectives.
• Customer Success & Escalation Management: Proactively manage escalations, service issues, risks, and customer requirements, ensuring timely resolution and stakeholder communication.
• Financial Management: Oversee invoicing, account profitability, and commercial performance across assigned accounts.
• Forecasting & Commercial Oversight: Lead monthly forecasting activities for revenue and project costs, identifying risks, opportunities, and corrective actions to achieve financial targets.
• Compliance & Best Practice: Ensure adherence to ISO20000 standards, ITIL best practices, and organisational governance requirements.
• Continual Service Improvement: Drive service improvement initiatives, leveraging customer feedback, performance metrics, and industry best practices to enhance service delivery.
• Risk & Business Continuity Management: Identify, assess, and mitigate operational and business risks while ensuring robust business continuity plans are maintained.
• Customer Satisfaction: Take ownership of customer satisfaction metrics, developing and implementing action plans to drive continuous improvement.
• Business Development & Growth: Identify and cultivate opportunities for additional services, projects, and strategic engagements within existing customer accounts.
• Leadership & Mentoring: Provide guidance and mentorship to Service Delivery Managers and wider team members, promoting best practice and professional development.

Qualifications

Qualifications, Essential Skills & Experience

• Experience: 10+ years of experience in Service Delivery Management, with a proven track record of managing complex customer environments and strategic accounts.
• Language: Fluent English, both written and spoken.
• Stakeholder Management: Ability to engage and influence senior business and technical stakeholders both internally and externally.
• Communication: Excellent verbal, written, presentation, and negotiation skills.
• Customer Relationship Management: Strong background in customer engagement, service governance, and executive stakeholder management.
• Analytical Skills: Highly developed analytical and problem-solving capabilities with a data-driven approach to decision making.
• Revenue Growth: Demonstrated success in identifying, developing, and securing revenue-generating opportunities within existing accounts.
• Financial Acumen: Strong experience managing account financials, including forecasting, budgeting, invoicing, and profitability management.
• Process & Governance: Proven ability to operate effectively within a process-driven, service-oriented environment.
• Leadership: Experience leading cross-functional teams and mentoring colleagues to deliver exceptional customer outcomes.
• Initiative: Self-motivated and capable of independently driving priorities, managing competing demands, and escalating appropriately.
• Teamwork: Collaborative team player with a strong customer-centric mindset.
• ITIL Expertise: ITIL v4 Certified with strong practical experience across Service Design, Service Transition, Service Operations, and Continual Service Improvement.

Additional Information

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 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; Version 1 Pension with a 5% employee-matched contribution, 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.  
• 24 days holiday allowance plus Public Holidays, 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 & quarterly Star Awards. 
• 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. 
• And many more exciting benefits… drop us a note to find out more. 

Version 1 is an equal opportunities employer 

We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity. 

We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact your recruiter at ekta.bahl@version1.com. We will consider all requests carefully, respectfully and confidentially. 

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