Strategic Service Delivery Lead — Remote & Flexible

Version 1; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Quarterly Profit Share

Flexible/Remote working

Career progression programs

AWS/Microsoft/Oracle/Red Hat certs

Wellbeing programs

Annual Excellence Awards

Job summary

Version 1 in Ireland is seeking a Service Delivery Manager to lead strategic client relationships, govern service delivery, and drive continuous improvement across a portfolio of accounts.

You will collaborate with senior stakeholders, the Service Delivery team, and cross-functional colleagues to ensure high-quality services, governance, and financial performance in line with ISO20000 and ITIL best practices.

Qualifications

• 10+ years of experience in Service Delivery Management.
• Fluent English, both written and spoken.
• Stakeholder management with senior business and technical stakeholders.
• Excellent verbal, written, presentation, and negotiation skills.
• Strong background in customer engagement, service governance, and executive stakeholder management.
• Analytical and data-driven decision making.
• Proven revenue growth within existing accounts.
• Financial forecasting, budgeting, invoicing, and profitability management.
• Process-driven, governance-focused professional.
• Leadership of cross-functional teams and mentoring colleagues.
• Self-motivated with initiative and prioritisation.
• Team-oriented with a customer-centric mindset.
• ITIL v4 certified with practical ITIL experience.

Responsibilities

• Strategic Client Management: Develop and maintain relationships with key customer stakeholders, acting as the primary escalation and governance point of contact.
• Service Reporting & Governance: Own the production and presentation of customer-facing and internal service reports, providing insights, recommendations, and performance trends.
• Executive Service Reviews: Lead regular service and governance reviews with customers, ensuring service performance aligns with contractual obligations and business objectives.
• Customer Success & Escalation Management: Proactively manage escalations, service issues, risks, and customer requirements, ensuring timely resolution and stakeholder communication.
• Financial Management: Oversee invoicing, account profitability, and commercial performance across assigned accounts.
• Forecasting & Commercial Oversight: Lead monthly forecasting activities for revenue and project costs, identifying risks, opportunities, and corrective actions to achieve financial targets.
• Compliance & Best Practice: Ensure adherence to ISO20000 standards, ITIL best practices, and organisational governance requirements.
• Continual Service Improvement: Drive service improvement initiatives, leveraging customer feedback, performance metrics, and industry best practices to enhance service delivery.
• Risk & Business Continuity Management: Identify, assess, and mitigate operational and business risks while ensuring robust business continuity plans are maintained.
• Customer Satisfaction: Take ownership of customer satisfaction metrics, developing and implementing action plans to drive continuous improvement.
• Business Development & Growth: Identify and cultivate opportunities for additional services, projects, and strategic engagements within existing customer accounts.
• Leadership & Mentoring: Provide guidance and mentorship to Service Delivery Managers and wider team members, promoting best practice and professional development.

Skills

Service Delivery Management

Stakeholder Management

Communication

Customer Relationship Management

Analytical Skills

Revenue Growth

Financial Acumen

Process & Governance

Leadership

Initiative

Teamwork

ITIL v4

Job description

Version 1 in Ireland is seeking a Service Delivery Manager to lead strategic client relationships, govern service delivery, and drive continuous improvement across a portfolio of accounts.

You will collaborate with senior stakeholders, the Service Delivery team, and cross-functional colleagues to ensure high-quality services, governance, and financial performance in line with ISO20000 and ITIL best practices.