Service Delivery Manager

Version 1 has celebrated over 29 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Version 1 has several strategic technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake. We’re also an award-winning employer reflecting how employees are at the heart of Version 1. 

We’ve been awarded: Innovation Partner of the Year Winner 2023 Oracle EMEA Partner Awards, Global Microsoft Modernising Applications Partner of the Year Award 2023, AWS Collaboration Partner of the Year - EMEA 2023 and Best Workplaces for Women by Great Place To Work in UK and Ireland 2023. 

As a consultancy and service provider, Version 1 is a digital-first environment and we do things differently. We’re focused on our core values; using these we’ve seen significant growth across our practices and our Digital, Data and Cloud team is preparing for the next phase of expansion. This creates new opportunities for driven and skilled individuals to join one of the fastest-growing consultancies globally. 

As a Service Delivery Manager, you will play a crucial role in managing client relationships. You will work closely with the customers, the wider Service Delivery Team and the Technical Consultants to ensure the successful delivery of our services.

Roles & Responsibilities

• 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.
• Compliance: Ensure ISO20000 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.

Essential skills and experience

• Experience: 7+ 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 escalate when necessary.
• Teamwork: Team player with a strong customer-centric ethos.
• ITIL Skills: Strong knowledge and skills in ITIL.

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability. 

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology. 

We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat. 

Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.