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, understanding gaps and putting corrective measures in place, as appropriate.
- 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.
Qualifications, Essential skills and Experience
- 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 escalate 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
Why Version 1?
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 patricia.mcbride@version1.com at Version 1. We will consider all requests carefully, respectfully and confidentially.