Company Description

Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants 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 Version 1 and what we do. We’re a core values‑driven company that hires people who share our values and rewards those who display and foster them. For us, investing in our people is the same as investing in our future.

Job Description

The success of the role of the Service Delivery Manager is built on the ‘Trust’ relationship between them and their clients. This relationship results in customers with high satisfaction scores and engaged Version 1 staff. Join the UK Delivery & Cloud Practice as a Service Delivery Manager with excellent people management skills and the responsibility for several customers. Demonstrate the ability to build and maintain solid relationships with our customers, consistently delivering high satisfaction ratings, solid commercial and business acumen, and a track record of maximising financial performance and efficiency.

• Manage all three sides of the Strategic Triangle – Customer Satisfaction, Employee Engagement, and Profitability
• Monthly and quarterly forecasting of team costs and project revenues
• Conduct regular Service Reviews with Customers
• Review actual performance against forecast, identify gaps, and implement corrective measures
• Work with Head of Service Delivery Management / Portfolio Director(s) / Account Manager(s) / Practice Head to agree strategy for assigned accounts
• Input to service design and support for service implementation
• Maintain standards for ISO 20000 compliance and best practices across the team
• Manage customer escalations, issues, problems, and requirements
• Identify and progress Continual Service Improvement initiatives
• Manage business risk and knowledge to ensure business continuity
• Achieve targets and improvement initiatives for customer satisfaction
• Work with sales to develop new opportunities with new and existing customers

Communication with Other Delivery Managers

• Identify resourcing issues
• Cross‑team opportunities
• Cross‑team support requirements

Qualifications

• Strong customer service/relationship management experience
• Strong leadership and decision‑making skills
• Strong analytical skills (strategy, financials)
• Track record in driving revenue opportunities (strategy, financials)
• Ability to work within a process‑driven environment
• Resource management experience: performance management, workload distribution, team development, knowledge management
• Forecasting experience: monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs
• Effective verbal and written communication skills
• Self‑starter and proactive in driving assignments to completion
• Team player with a strong customer‑centric ethos
• Previous consultancy experience an advantage
• Strong ITIL skills in relation to Service Design, Operations and Transition
• A technical background in Microsoft Technologies
• Experience managing IT Support teams

Additional Information – Why Version 1?

• Quarterly Performance‑Related Profit Share Scheme
• Strong career progression & mentorship through Strength in Balance & Leadership schemes, with a dedicated quarterly Pathways Career Development programme
• Flexible / remote working to support work‑life balance
• Financial wellbeing initiatives – pension, private healthcare cover, life assurance, financial advice and employee discount scheme
• Employee wellbeing schemes – gym discounts, bike‑to‑work, fitness classes, mindfulness workshops, employee assistance programme, generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies
• Educational assistance, incentivised certifications and accreditations (AWS, Microsoft, Oracle, Red Hat)
• Reward schemes – annual excellence awards & ‘Call‑Out’ platform
• Environment, Social and Community First initiatives – local fundraising and development opportunities as part of diversity, inclusion and belonging programmes

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Consulting
• IT Services and IT Consulting (Industries)

Location: Edinburgh, Scotland, United Kingdom