Senior Service Delivery Leader – Hybrid

Version 1; Leinster; Hybrid; EUR 120,000 - 150,000; Full time

Job summary

Version 1 is seeking a Senior Service Delivery Manager to lead strategic client relationships and ensure high-quality service delivery across a portfolio of accounts in Ireland. You will work with senior stakeholders, the Service Delivery team, and leadership to drive service excellence and customer satisfaction.

You will oversee governance, financial oversight, risk management, and continual service improvement while seeking opportunities to grow partnerships and revenue.

Qualifications

• 10+ years of experience in Service Delivery Management.
• Fluent English, both written and spoken.
• Experience engaging senior stakeholders.
• Excellent verbal, written, presentation, and negotiation skills.
• Strong background in customer engagement, service governance, and executive stakeholder management.
• Analytical and problem-solving capabilities with a data-driven approach.
• Revenue growth: proven ability to identify and secure opportunities within existing accounts.
• Financial management experience, including forecasting, budgeting, invoicing and profitability.
• Proven ability to operate in a process-driven, service-oriented environment.
• Leadership experience with cross-functional teams and mentoring.

Responsibilities

• Strategic Client Management: develop and maintain relationships with key customer stakeholders and act as primary escalation and governance contact.
• Service Reporting & Governance: produce and present customer-facing and internal service reports with insights and trends.
• Executive Service Reviews: lead regular reviews to ensure performance aligns with contracts and business objectives.
• Customer Success & Escalation Management: manage escalations, issues, risks, and customer requirements.
• Financial Management: oversee invoicing, account profitability, and commercial performance.
• Forecasting & Commercial Oversight: lead monthly revenue and cost forecasting; identify risks and actions.
• Compliance & Best Practice: ensure adherence to ISO20000, ITIL practices and governance.
• Continual Service Improvement: drive improvement initiatives from feedback and metrics.
• Risk & Business Continuity Management: identify and mitigate operational risks and maintain business continuity.
• Customer Satisfaction: own customer satisfaction metrics and action plans.
• Business Development & Growth: identify opportunities for additional services within existing accounts.
• Leadership & Mentoring: guide Service Delivery Managers and teams.

Skills

Stakeholder management

Communication

Customer relationship

Analytical skills

Revenue growth

Financial acumen

Leadership

ITIL v4

Initiative

Teamwork

Job description

Version 1 is seeking a Senior Service Delivery Manager to lead strategic client relationships and ensure high-quality service delivery across a portfolio of accounts in Ireland. You will work with senior stakeholders, the Service Delivery team, and leadership to drive service excellence and customer satisfaction.

You will oversee governance, financial oversight, risk management, and continual service improvement while seeking opportunities to grow partnerships and revenue.