About the role
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 7 plus years of experience Manage all 3 sides of the Strategic Triangle – Customer Satisfaction: Employee Engagement; and Profitability Responsible for managing the team, with a strong focus on people management 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
About the company
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.
