Service Delivery Manager - Remote

Overview

The Service Delivery Manager role at Version 1 focuses on building strong relationships with clients and ensuring high satisfaction scores while managing team performance and profitability.

In Short

• Manage customer satisfaction, employee engagement, and profitability.
• Forecast team costs and project revenues monthly and quarterly.
• Review performance against forecasts and implement corrective measures.
• Collaborate with Delivery Managers and Customer Success Managers for strategy.
• Contribute to service design and implementation support.
• Maintain standards for ISO compliance and best practices.
• Handle customer escalations and issues effectively.
• Drive opportunities for new work within existing customers.
• Conduct regular service reviews with customers.
• Travel 1-2 days per week in Shannon.

Requirements

• 5+ years of leadership experience.
• Strong customer service and relationship management skills.
• Experience in IT Service Delivery, preferably infrastructure.
• Proven track record of driving revenue opportunities.
• Resource management experience including performance management.
• Monthly forecasting experience on gross profit.
• Pre-sales experience in contracts and bids.

Benefits

• Quarterly Performance-Related Profit Share Scheme.
• Career progression and mentorship opportunities.
• Flexible/remote working arrangements.
• Financial wellbeing initiatives including pension and private healthcare.
• Employee wellbeing schemes like gym discounts and mindfulness workshops.
• Educational assistance for certifications and accreditations.
• Reward schemes and community initiatives.
• Generous holiday allowance and enhanced leave policies.