The success of the role of the Service Delivery Manager is built on the ‘Trust’ relationship between them and their clients. You may be responsible for several customers so the ability to build and maintain solid relationships is key to delivering high satisfaction ratings.
Roles & 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, as appropriate
- Work with Head of Service Delivery Management / Portfolio Director(s) / Account Manager (s) / Practice Head as appropriate 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 both with new and existing customers
In communication with other Delivery Managers to:
- Identify resourcing issues
- Cross team opportunities
- Cross team support requirements
Experience we are looking for:
- 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, driving through contacting the appropriate parties to get them done and escalate when progress is impeded.
- A team player and self-motivated, you must demonstrate a strong customer-centric ethos.
- Previous consultancy experiences a distinct advantage.
- Strong ITIL skills in relation to Service Design, Operations and Transition
- A technical background in Microsoft Technologies
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; Pension, 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. 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 including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
- 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.
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