Service Delivery Manager

Version 1; Belfast City District; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Quarterly profit share

Career progression coaching

Flexible/remote working

Private healthcare

Gym discounts

Enhanced maternity/paternity leave

Educational assistance

Annual Excellence Awards

Diversity and inclusion programs

Job summary

Version 1 is seeking a Service Delivery Manager to own client relationships and ensure successful service delivery. You will collaborate with customers, the Service Delivery team, and Technical Consultants to drive outcomes and customer satisfaction.

You will manage reporting, reviews, financials, forecasting, ISO20000 compliance, service improvement and risk management while seeking new opportunities within existing accounts. The role offers flexible/remote working and a strong progression path.

Qualifications

• Experience: 8+ years in Service Delivery Management.
• Language: Fluency in English.
• ITIL v4 certified with strong skills in Service Design, Operations and Transition.
• Customer service and relationship management experience.

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, understand gaps and put corrective measures in place.
• 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.

Skills

English fluency

ITIL v4 certified

Strong communication

Customer relationship management

Forecasting

Revenue generation

Analytical abilities

Process orientation

Teamwork

Self-starter

Job description

Company Description

Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them – it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!

Role Overview

As a Service Delivery Manager, you will be responsible for managing client relationships and ensuring the successful delivery of services. You will collaborate closely with customers, the wider Service Delivery team, and Technical Consultants to deliver high‑quality outcomes and drive customer satisfaction.

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, understand gaps and put corrective measures in place, as appropriate.
• 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

• Experience: 8+ 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 raise issues when necessary.
• Teamwork: Team player with a strong customer‑centric ethos.
• ITIL Skills: ITIL v4 certified with strong skills in Service Design, Operations and Transition.

Additional Information

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 understands life events and people’s individual circumstances, offering flexibility to 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 programmes 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 and the ‘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 programmes.

And many more exciting benefits… drop us a note to find out more.

Version 1 is an equal‑opportunity employer.

We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity.

We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact your recruiter at Version 1. We will consider all requests carefully, respectfully and confidentially.

Video links: https://www.youtube.com/watch?v=F_d3ELTH5zo