Copy of Service Delivery Manager

About the Role

Day-to-day, the Service Delivery Manager will be responsible for a range of activities, from producing customer and internal service reports to conducting regular service reviews with customers. This role requires a high degree of analytical skill, as well as the ability to communicate effectively with both technical and non-technical stakeholders. The Service Delivery Manager will also be expected to identify areas for service improvement and implement initiatives to drive business growth.

The team context for this role is highly collaborative, with a strong emphasis on working closely with the service delivery team and technical consultants to deliver exceptional customer outcomes. The reporting structure for this position is likely to involve regular meetings with senior management to discuss service performance, customer satisfaction, and business objectives.

What You Will Do

• Produce both customer and internal service reporting, ensuring that all stakeholders are informed and up-to-date on service performance.
• Conduct regular reviews with customers to ensure that their needs are being met and to identify areas for improvement.
• Handle escalations, issues, problems, and requirements in a professional and timely manner.
• Oversee invoicing and financial aspects of assigned accounts, ensuring that all financial obligations are met.
• Perform monthly forecasting of project costs and revenue, identifying gaps and implementing corrective measures as necessary.
• Ensure ISO20000 compliance and adherence to best practices in service delivery.
• Identify and implement continual service improvement initiatives, driving business growth and customer satisfaction.
• Manage business risk and ensure business continuity, mitigating any potential threats to service delivery.
• Achieve customer satisfaction targets and drive improvement initiatives, ensuring that customer needs are met and exceeded.
• Explore and drive opportunities for new or additional work within existing customers, identifying areas for revenue growth.

What We Are Looking For

• 8+ years of experience in Service Delivery Management, with a proven track record of driving customer satisfaction and business growth.
• Fluency in English, with strong verbal and written communication skills.
• Proven experience in customer service and relationship management, with a customer-centric approach.
• Strong analytical skills, with the ability to interpret complex data and drive business decisions.
• ITIL v4 certification, with a deep understanding of service design, operations, and transition.
• Ability to work within a process-driven environment, with a strong focus on process improvement.
• Experience in monthly forecasting of financials, with a strong understanding of financial management principles.
• Self-starter with the ability to drive assignments and escalate when necessary, with a strong sense of initiative.
• Team player with a strong customer-centric ethos, able to work collaboratively with the service delivery team and technical consultants.

Nice to Have

• Experience with Adjust and Excel, with a strong ability to analyze and interpret complex data.
• Knowledge of ISO20000 and best practices in service delivery, with a proven track record of implementing service improvement initiatives.
• Certification in project management, with a strong understanding of project planning and execution principles.

Benefits and Perks

• Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of the company's profits.
• Strong Career Progression & mentorship coaching through the Strength in Balance & Leadership schemes, with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working, with a strong emphasis on work-life balance and employee well-being.
• Financial Wellbeing initiatives, including Version 1 Pension with a 5% employee-matched contribution, Private Healthcare Cover, Life Assurance, and an Employee Discount scheme.
• Employee Wellbeing schemes, including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, and an Employee Assistance Programme.
• 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, including AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes, including Version 1's Annual Excellence Awards & quarterly Star Awards.
• Environment, Social and Community First initiatives, allowing employees to get involved in local fundraising and development opportunities as part of fostering diversity, inclusion, and belonging schemes.

• When applying for this role, be sure to highlight your experience in Service Delivery Management, including any relevant certifications or training.
• To stand out as a candidate, focus on demonstrating your ability to drive customer satisfaction and business growth, with a strong emphasis on analytical skills and process improvement.
• In your interview, be prepared to discuss your experience with ITIL and service delivery, as well as your ability to work within a process-driven environment.
• Make sure to research Version 1's company culture and values, and be prepared to discuss how your own values and approach align with theirs.
• When negotiating salary, be sure to consider the company's Quarterly Performance-Related Profit Share Scheme and other benefits, as these can have a significant impact on your overall compensation package.
• Be cautious of any red flags during the interview process, such as a lack of transparency around company goals or expectations, or a negative company culture.
• Consider creating a portfolio of your work, including any relevant case studies or service delivery plans, to demonstrate your skills and experience to potential employers.