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About the Role

Version 1 is seeking a Service Delivery Manager to support new service onboarding, manage customer escalations, chair governance forums, and lead major incident response. This role involves managing competing priorities, coordinating suppliers, conducting service reviews, and driving customer satisfaction and service improvement initiatives.

Responsibilities

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

Requirements

• Significant experience in Service Delivery Management, including delivery of managed services within UK Government, public sector, or highly regulated environments.
• Eligible for UK SC Clearance, with experience operating within secure or highly regulated environments.
• Proven experience operating within a SIAM or multi-supplier environment.
• 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.
• Experience managing account financials, including invoicing, forecasting, revenue management, and margin performance.
• Experience supporting cloud-hosted managed services environments, ideally within AWS and/or Azure ecosystems, with the ability to engage effectively with technical delivery teams.
• Strong analytical capabilities with experience producing and presenting service performance reports, trend analysis, and management information.
• Excellent verbal and written communication skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Track record of identifying and supporting opportunities for additional services and growth within existing customer accounts.
• Demonstrable track record of delivering measurable service improvements through automation, process optimisation, and operational maturity initiatives.
• Proven experience leading service restoration activities, customer communications, and stakeholder management during major incidents and critical service disruptions.
• ITIL v4 certified with strong skills in Service Design, Operations, and Transition.

Skills

• Service Delivery Management
• Managed Services Delivery
• UK Government Sector Experience
• Public Sector Experience
• Highly Regulated Environments Experience
• SIAM
• Multi-Supplier Management
• Stakeholder Management
• Financial Management
• Account Financials Management
• Invoicing
• Forecasting
• Revenue Management
• Margin Performance
• Cloud-Hosted Managed Services Support
• AWS Ecosystem Support
• Azure Ecosystem Support
• Technical Engagement
• Reporting
• Analytics
• Service Performance Reporting
• Trend Analysis
• Management Information Production
• Verbal Communication
• Written Communication
• Business Development
• Continual Service Improvement
• Automation
• Process Optimisation
• Operational Maturity
• Major Incident Management
• Service Restoration
• ITIL v4
• Service Design
• Service Operations
• Service Transition

Location

• UK

Work Type

• Flexible/remote working

Experience Level

• Significant experience in Service Delivery Management

Education Level

• ITIL v4 certified

Benefits

• Quarterly Performance-Related Profit Share Scheme
• Strong Career Progression & mentorship coaching
• Strength in Balance & Leadership schemes
• Dedicated quarterly Pathways Career Development programme
• Flexible/remote working
• Pension
• Private Healthcare Cover
• Life Assurance
• Financial advice
• Employee Discount scheme
• Gym Discounts
• Bike to Work
• Fitness classes
• Mindfulness Workshops
• Employee Assistance Programme
• Generous holiday allowance
• Enhanced maternity/paternity leave
• Marriage/civil partnership leave
• Special leave policies
• Educational assistance
• Incentivised certifications, and accreditations
• Version 1’s Annual Excellence Awards
• ‘Call-Out’ platform
• Environment, Social and Community First initiatives
• Local fundraising and development opportunities

About the Company

• 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.
• Deep expertise enables customers to navigate the rapidly evolving technology landscape.
• Fosters strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake.
• Award-winning employer.
• 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.
• Core values driven company, hiring people who share values and rewarding those who display and foster them.
• Invest in employees and they will invest in the company.

Equal Opportunity

• Version 1 is an equal opportunities employer.
• Committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive.
• Welcome applications from people of all backgrounds, identities and lived experiences, and value the different perspectives people bring including those shaped by disability and neurodiversity.
• 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. All requests will be considered carefully, respectfully and confidentially.