Service Delivery Manager - Dublin

Version 1; Dublin; On-site; EUR 60,000 - 74,000; Full time

Benefits offered by this job

Quarterly Performance-Related Profit Share Scheme

Flexible/remote working

Pension with a 5% employee match

Private Healthcare Cover

24 days holiday allowance plus public holidays

Job summary

Version 1, located in Dublin, is looking for a Service Delivery Manager to enhance client relationships while managing service delivery. You'll be responsible for ensuring financial management across assigned accounts, driving customer satisfaction, and fostering continual service improvement initiatives.

The ideal candidate will have over 8 years of experience in service delivery management, ITIL v4 certification, and strong customer service skills. The role offers flexible working and a comprehensive benefits package.

Qualifications

• 8+ years in Service Delivery Management.
• Strong verbal and written communication skills.
• Proven experience in customer service and relationship management.

Responsibilities

• Manage client relationships and service delivery.
• Conduct regular service reviews with customers.
• Manage invoicing and financial aspects of assigned accounts.

Skills

Service Delivery Management

Customer Service

Communication

Analytical Skills

Teamwork

ITIL Skills

Education

ITIL v4 certification

Fluency in English

Job description

• Department: SRG Governance Service Delivery
• Compensation: EUR 60,000 - EUR 74,000 - yearly

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 experts enable our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’re an award‑winning employer reflecting how our employees are at the very heart of what we do:

• 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!.

Job Description

As a Service Delivery Manager, you will play a crucial role in managing client relationships. You will work closely with the customers, the wider Service Delivery Team and the Technical Consultants to ensure the successful delivery of our services.

• 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, understanding gaps and putting 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

Qualifications, Essential skills and Experience

• 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 escalate 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

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Salary Range: Same as stated in compensation.
• Quarterly Performance‑Related Profit Share Scheme.
• Strong Career Progression & mentorship coaching through Strength in Balance & Leadership schemes and a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working and support for a healthy work‑life balance.
• Financial Well‑being initiatives: Pension with a 5% employee match, Private Healthcare Cover, Life Assurance, Financial advice, and an Employee Discount scheme.
• Employee Well‑being schemes: Gym discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme, and more.
• 24 days holiday allowance plus public holidays, enhanced maternity/paternity leave, marriage/civil partnership leave, and special leave policies.
• Educational assistance, incentivised certifications, and accreditations with AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes: Annual Excellence Awards & quarterly Star Awards.
• Environment, Social and Community initiatives for local fundraising and development opportunities as part of diversity, inclusion and belonging schemes.

Version 1 is an equal opportunities 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 [e-mail] at Version 1. We will consider all requests carefully, respectfully and confidentially.