Service Delivery Manager
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 perform...
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