Version 1 | Redditch

ERP Service Delivery Manager

Department: Digital Development & Architecture
Job Description

The success of the role of the Service Delivery Manager is built on the ‘Trust’ relationship between them and their clients. 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. Version 1 is looking for an experienced Service Delivery Manager with excellent people management skills to join its EBS Managed Service Practice.  A highly driven individual is required as they will have responsibility for several EBS/Cloud Customers. You must demonstrate an ability to build and maintain solid relationships with our customers in order to consistently deliver high satisfaction ratings. You must also be able to demonstrate solid commercial and business acumen and a track record in maximising financial performance and efficiency.

Roles & Responsibilities

  • Monthly and quarterly forecasting of team costs, and project revenues
  • Agree strategy with Division Head(s) and Service Portfolio Manager(s)
  • Determine number of technical leads required for effective team management
  • Input to service design and support for service implementation
  • Internal service reporting
  • Achieve and maintaining standards for ISO20000 compliance across the team
  • Customer escalations or issues, problems and requirements 
  • Identify and progress Continual Service Improvement initiative
  • Manage business risk and knowledge to ensure business continuity
  • Achieve targets and improvement initiatives for customer satisfaction

Customer Management: 

  • Explore and drive opportunities within existing customers for new/additional work
  • Work with sales to develop new opportunities both with new and existing customers
  • Service Reviews with Customers

In communication with other team leads to:

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

Essential Skills:

  • Strong customer service/relationship management experience (Customer)
  • Strong leadership and decision-making skills (People)
  • Strong analytical skills (Strategy, Financials)
  • Strong track record in driving revenue opportunities (Strategy, Financials)
  • Demonstrated ability to work within a process driven environment (Strategy, People)
  • Resource Management experience: performance management, workload distribution, team development, knowledge management (People)
  • Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs (Financials)
  • Effective verbal and written communication skills (People, Customer)
  • Self-starter. Can take on assignments, driving through contacting the appropriate parties to get them done and escalate when progress is impeded.
  • A team player and self-motivated, you must demonstrate a strong customer-centric ethos.
  • Previous consultancy experiences a distinct advantage.
Additional Information

This is a full-time permanent role with travel to customer sites required. Expenses will be covered. Redditch office base (or nearest office)  Remote working will be possible between assignments

Suzanne Whelan,
Version 1 Talent Acquisition Manager UK & Ireland
Tel: 00353 87 220 0625

We are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at:

Please note we are unable to process UK work permits at this time

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