Service Delivery Manager

hackajob is partnering directly with Version 1 to hire for this role.

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 expertise enables 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:

  • UK & Ireland's premier AWS, Microsoft & Oracle partner
  • 3300+ strong, 350/£300m revenue business
  • 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

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

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.
  • Security Clearance: Eligible for UK SC Clearance, with experience operating within secure or highly regulated environments.
  • SIAM / Multi-Supplier Management: Proven experience operating within a SIAM or multi-supplier environment.
  • 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
Additional Information

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 profits
  • Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme
  • Flexible/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 balance
  • Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme
  • Employee 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 policies
  • Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat
  • Reward schemes including Version 1's Annual Excellence Awards & 'Call-Out' platform.
  • Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits... drop us a note to find out more.

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 your recruiter at Version 1. We will consider all requests carefully, respectfully and confidentially.

Video links:

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...