Job Description
The success of the Service Delivery Manager is built on the ‘Trust’ relationship between them and their clients and team.
The result of this relationship is a customer with high satisfaction scores and engaged Version 1 staff, which should then translate into excellent financial performance.
You as the Service Delivery Manager will sit in our Public Sector team.
You will have responsibility for a large customer where you will build and maintain a solid relationship in order to continue to consistently deliver high satisfaction ratings.
Please note that this position is hybrid and the customer is based in Shannon.
Travel requirements: once a week in Dublin and once a month in Shannon.
Manage all 3 sides of the Strategic Triangle – Customer Satisfaction: Employee Engagement; and Profitability Monthly and quarterly forecasting of team costs and project revenues Review actual performance against forecast – understand gaps and put corrective measures in place, as appropriate Work with Delivery Managers /Portfolio Directors /Customer Success Managers and Practice Heads as appropriate to agree strategy for assigned accounts Input to service design and support for service implementation Internal service reporting Maintain standards for ISO 20000 & 270000 compliance & best practices across the team Manage customer escalations, issues, problems, and requirements Identify and progress the Continual Service Improvement initiative Manage business risk and knowledge to ensure business continuity Achieve targets and improvement initiatives for customer satisfaction Explore and drive opportunities within existing customers for new/additional work Work with sales to develop new opportunities both with new and existing customers Conduct regular Service Reviews with Customers
Qualifications
At least 5 years leadership experience Strong customer service/relationship management experience in a Service Delivery Manager or equivalent role Microsoft infrastructure experience in a Managed Services environment Experience in Service Delivery in IT Services preferably infrastructure Strong track record in driving revenue opportunities Resource Management experience: performance management, workload distribution, team development, knowledge management Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs Experience in pre-sales both leading and contributing (contracts, tenders, bids and so on)