Senior Service Delivery Manager

1 month ago


Aberdeen, Aberdeen City, United Kingdom Drams Software Full time
We are seeking a driven and experienced Service Delivery Manager to lead our growing team at Drams Software, where you'll oversee exciting projects and drive our global success. Location: This role can be based in Aberdeen (office-based or hybrid) or Scotland (remote). Work Type: Full Time (5 days/week). Salary: £60,000 to £70,000. As our Service Delivery Manager, you'll report directly to the Managing Director and play a key role in shaping the future of our business. You'll lead our service delivery strategy, manage a team of 3 Implementation Consultants, and oversee global projects. Key Responsibilities:
  • Mentor and inspire your team of Implementation Consultants, helping them grow within their roles.
  • Manage implementation projects from start to finish, ensuring they exceed customer expectations.
  • Drive best practices in service delivery, ensuring continuous improvement.
  • Monitor customer satisfaction through project satisfaction surveys and action plans.
  • Manage budgets and forecasts, ensuring financial targets are met and projects are billed accurately.
  • Travel both within the UK and internationally (up to 50% depending on projects) for on-site implementations and client engagement.
What We Offer:
  • Competitive base salary + a market-leading discretionary bonus
  • Remote-first working
  • 23 days holiday (increasing to 24 after 1 year + flexible bank holidays + buy/sell scheme)
  • Progressive parental leave policies
  • Private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
  • 5% employer pension contribution
  • Regular in-person team events
  • Fully funded training and development programs
  • Work from home office equipment allowance
We believe in fostering each other's strengths and trusting each other to deliver great results, no matter where you're based. With 30 colleagues working remotely and in hybrid roles across the UK and Ireland, we've built a comprehensive on-boarding process to set you up for success. You'll have access to experienced mentors and peers both locally and globally – all with a view to helping you grow your career and perform at your best. Requirements:
  • 5+ years' experience in a senior/leadership role with a focus on managing best-in-class service delivery of implementation projects.
  • 10+ years' project management experience, ideally in software/IT.
  • Proven ability to manage multiple projects on time, within scope, and within budget.
  • Familiar with project management tools like Jira to plan, track, and report on projects.
  • Experience in leading service delivery professionals to develop their skills and motivate them to achieve their best.
  • Track record of building and maintaining strong relationships, understanding customer needs and delivering exceptional results.
  • Resilient in handling unforeseen challenges and shifts in priorities.
  • An organised, disciplined approach to work with excellent time management skills.
  • Current independent right to work in the UK and a full, valid driving licence (with access to a car).

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