Job Description
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.
Qualifications
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.
Additional Information
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.