Service Delivery Manager

Version1; Dublin; Hybride; EUR 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Pension

Private healthcare

Life assurance

Flexible/remote working

Employee discount

Résumé du poste

Version 1 seeks an experienced Service Delivery Manager in Dublin to lead service delivery for government-adjacent, regulated environments. You will coordinate service transition, governance forums and customer-facing activities, ensuring SLAs and KPIs are met while fostering continual service improvement.

The role requires strong ITIL v4 knowledge, cloud awareness (AWS/Azure) and a track record of driving service performance, risk mitigation, and financial stewardship.

Qualifications

• Service Delivery experience in managed services within regulated environments.
• Proven ability to present service performance and improvement plans to executives.
• Experience in budgeting, invoicing and revenue management.
• Ability to engage with technical delivery teams on cloud-hosted services.

Responsabilités

• Provide service transition and operational readiness for new services.
• Manage customer escalations and act as trusted advisor.
• Chair governance forums and drive continual improvement.
• Oversee supplier management and third-party delivery partners.

Connaissances

Service Delivery

Stakeholder Management

Financial Management

Cloud & Technical Awareness

Reporting & Analytics

Communication

Business Development

Continual Service Improvement

Major Incident Management

ITIL v4

Outils

AWS

Azure

Description du poste

Roles & Responsibilities

• Service Transition & Operational Readiness: Support new service onboarding, service acceptance, transition into BAU support.
• Customer Management: Handle customer escalations, issues, problems, risks, and service requirements, acting as the primary point of contact and trusted advisor.
• Governance: Chair operational and service governance forums, driving actions, decisions and continual improvement across multiple stakeholders.
• Operational Management: Managing competing priorities across operational support and project delivery.
• Supplier Management: Coordinate internal and third-party delivery partners, ensuring aligned service delivery and accountability against agreed SLAs and KPIs.
• Major Incident & Escalation Management: Lead customer communications and service restoration activities during major incidents, coordinating cross-functional technical teams where required.
• Service Reviews: Conduct regular service reviews with customers, presenting service performance, risks, opportunities and improvement plans.
• Customer Satisfaction: Achieve targets and drive improvement initiatives.
• Service Reporting: Produce both customer and internal service reporting.
• Service Improvement: Identify, prioritise and implement continual service improvement initiatives that deliver measurable operational and customer benefits.
• Risk Management: Manage business risk and ensure business continuity.
• Compliance: Ensure compliance with ISO/IEC 20000 and service management best practices.
• Financial Management: Own invoicing, budget management and financial performance of assigned accounts.
• Forecasting: Perform monthly forecasting of revenues, costs and margins, identifying variances and implementing corrective actions where required.
• Business Development: Explore and drive opportunities for new or additional work within existing customers.

Qualifications, Essential skills and Experience

• Service Delivery Experience: Significant experience in Service Delivery Management including delivery of managed services within UK Government, public sector or highly regulated environments.
• Stakeholder Management: Proven ability to build trusted relationships with senior customer stakeholders and confidently present service performance, risks, opportunities and improvement plans to operational and executive audiences.
• Financial Management: Experience managing account financials, including invoicing, forecasting, revenue management and margin performance.
• Cloud & Technical Awareness: Experience supporting cloud-hosted managed services environments, ideally within AWS and/or Azure ecosystems, with the ability to engage effectively with technical delivery teams.
• Reporting & Analytics: Strong analytical capabilities with experience producing and presenting service performance reports, trend analysis and management information.
• Communication: Excellent verbal and written communication skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Business Development: Track record of identifying and supporting opportunities for additional services and growth within existing customer accounts.
• Continual Service Improvement: Demonstrable track record of delivering measurable service improvements through automation, process optimisation and operational maturity initiatives.
• Major Incident Management: Proven experience leading service restoration activities, customer communications and stakeholder management during major incidents and critical service disruptions.
• ITIL Skills: ITIL v4 certified with strong skills in Service Design, Operations and Transition

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 profitsStrong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programmeFlexible/remote working, Version 1 is tremendously understanding of life events and people's individual circumstances and offer flexibility to help achieve a healthy work life balanceFinancial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount schemeEmployee Wellbeing schemes 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 policiesEducational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red HatReward schemes including Version 1's Annual Excellence Awards & 'Call-Out' platform.Environment, Social and Community First initiatives al