Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

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 responses. This role involves managing competing priorities, coordinating suppliers, conducting service reviews, and driving customer satisfaction and service improvement initiatives. You will also be responsible for financial management, forecasting, and identifying business development opportunities within existing accounts.

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
SIAM / Multi-Supplier Management
Stakeholder Management
Financial Management
Cloud & Technical Awareness (AWS/Azure)
Reporting & Analytics
Communication
Business Development
Continual Service Improvement
Major Incident Management
ITIL v4

Location

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
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 (AWS, Microsoft, Oracle, Red Hat)
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 is trusted by global brands to deliver technology and transformation solutions.
Deep expertise enables customers to navigate the rapidly evolving technology landscape.
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.

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. We will consider all requests carefully, respectfully and confidentially.