Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables customers to navigate the rapidly changing Digital-First world. We partner with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake.
Job Description
The success of the role of the Service Delivery Manager is built on the ‘Trust’ relationship between them and their clients. The result of this relationship is a customer with high satisfaction scores and engaged Version 1 staff. Version 1 is looking for a Service Delivery Manager with excellent people management skills to join the UK Delivery & Cloud Practice. You will have responsibility for several customers and must demonstrate an ability to build and maintain solid relationships with our customers to consistently deliver high satisfaction ratings, demonstrate solid commercial and business acumen and a track record in maximising financial performance and efficiency.
Responsibilities
* 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
* Work with Head of Service Delivery Management / Portfolio Director(s) / Account Manager(s) / Practice Head 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 with new and existing customers
Communication With Other Delivery Managers
* Identify resourcing issues
* Cross team opportunities
* Cross team support requirements
Qualifications
* 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, drive through contacting appropriate parties and escalating when progress is impeded
* A team player and self‑motivated, strong customer‑centric ethos
* Previous consultancy experience an advantage
* Strong ITIL skills in relation to Service Design, Operations and Transition
* A technical background in Microsoft Technologies
* Experience managing IT Support teams
Why Version 1?
* 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 through Strength in Balance & Leadership schemes; quarterly Pathways Career Development programme.
* Flexible/remote working; we support a healthy work‑life balance.
* Financial wellbeing initiatives – pension, private healthcare cover, life assurance, financial advice and an employee discount scheme.
* Employee wellbeing schemes – gym discounts, bike‑to‑work, fitness classes, mindfulness workshops, employee assistance programme and 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 – annual Excellence Awards & ‘Call‑Out’ platform.
* Environment, Social and Community First initiatives – local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Consulting – IT Services and IT Consulting
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