Service Delivery Manager

4 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Version 1 Full time
Job Description

The role of the Service Delivery Manager at Version 1 is built on trust and collaboration. The ideal candidate will have excellent people management skills and be able to build and maintain solid relationships with customers to deliver high satisfaction ratings.

We are seeking a highly driven individual to join our IRLDCS Service Reliability Group. The successful candidate will have responsibility for several customers and will be expected to demonstrate commercial and business acumen to maximise financial performance and efficiency.

Key Responsibilities
  • Manage the Strategic Triangle - Customer Satisfaction, Employee Engagement, and Profitability
  • Forecast team costs and project revenues monthly and quarterly
  • Review actual performance against forecast and implement corrective measures as necessary
  • Work with the Head of Service Delivery Management and other stakeholders to agree strategy for assigned accounts
  • Contribute to service design and support service implementation
  • Provide internal service reporting
  • Maintain ISO20000 compliance and best practices across the team
  • Manage customer escalations, issues, 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
  • Explore opportunities within existing customers for new/additional work
  • Work with sales to develop new opportunities with new and existing customers
  • Conduct regular Service Reviews with Customers
  • Ensure contractual awareness

In collaboration with other Delivery Managers:

  • Identify resourcing issues
  • Cross-team opportunities
  • Cross-team support requirements
Requirements
  • Strong customer service/relationship management experience
  • Strong leadership and decision-making skills
  • Strong analytical skills
  • Strong track record in driving revenue opportunities
  • Able to work within a process-driven environment
  • Experience in resource management, performance management, workload distribution, team development, and knowledge management
  • Ability to forecast and manage team costs and project revenues
  • Effective verbal and written communication skills
  • Self-starter and team player with a strong customer-centric ethos
  • Previous consultancy experience an advantage
  • Strong ITIL skills in Service Design, Operations, and Transition
  • Technical background in Microsoft Technologies
Additional Information

This role can be delivered in a hybrid nature from one of our offices in Newcastle Upon Tyne, Birmingham, Manchester, or London. At Version 1, we offer a comprehensive benefits package that prioritises employee well-being, professional growth, and financial stability. We also offer a range of tech-related benefits, including an innovative Tech Scheme and incentivised certifications and accreditations.



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