Service Delivery Manager

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 valuesdriven 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.

This is a hybrid service delivery and programme delivery management role within the Public Sector. You will act as the primary coordination point between development teams, service operations, change management, business stakeholders and the wider customer delivery programme. You will manage a development team through ongoing maintenance and emergency releases, own incident escalation beyond second-line support, coordinate change activity across a complex multi-system landscape and serve as the trusted delivery liaison for the customer business priorities. You will also support other programme areas and drive continuous improvement across the portfolio.

Key Responsibilities

• Lead and manage a development team, ensuring delivery of Maintenance Releases and Emergency Releases are aligned to Business priorities.
• Plan, communicate and manage code freezes, release timelines and their business impact, ensuring all stakeholders are informed and prepared well in advance.
• Allocate and oversee developer workload. This includes impact assessments, proof of concepts (PoCs) and ad-hoc technical tasks, whilst ensuring appropriate assignment and timely resolution.
• Validate post-implementation steps for Maintenance release tickets, confirming changes function as intended before and after deployment.
• Ensure incident tickets that cannot be resolved by 2nd Line Support are escalated to and resolved by the development team within defined SLAs.
• Attend daily Service Operations calls, providing up-to-date status on workstream systems and acting as the primary escalation point for live service queries.
• Work with Change Management to plan, coordinate and execute releases, ensuring all dependencies and cross-system impacts are understood and managed.
• Collaborate with other service leads across the programme to ensure workstream changes are considered within the broader multi-system solution landscape.
• Act as liaison between the development team and business prioritisation, providing guidance on priorities, upcoming changes and addressing stakeholder queries and concerns.
• Support other areas of the programme by attending relevant meetings and ensuring the development team fulfils all associated technical obligations.
• Support resource planning for delivery-led projects, working with the Delivery function to manage developer capacity.
• Contribute to continuous improvement initiatives, supporting progression towards more Agile delivery within a predominantly Waterfall environment.
  •  Promote cross-team collaboration and integration, fostering a joined-up approach internally and externally with the customer

Essential Skills & Experience

• Strong stakeholder management and influencing skills, with demonstrable experience engaging technical and non-technical audiences at senior levels.
• Proven experience in a Service Management, Application Support or Change and Release Management role within a complex, multi-system environment.
• Solid Delivery or Project Management experience, ideally within a software development or application support context.
• Ability to work effectively across multiple teams and organisational boundaries, with a track record of breaking down silos.
• Comfortable operating in hybrid Waterfall/Agile environments, balancing structured governance with iterative delivery practices.
• Strong problem-solving, prioritisation and organisational skills, with the ability to manage competing demands across operational and delivery workstreams.
• Experience managing or coordinating software development teams through release cycles and change activity.

Desirable Skills & Experience

• Familiarity with Jira and Confluence for workload tracking and team documentation.
• Experience working in a public sector or regulated environment
• Understanding of multi-system application landscapes and cross-system dependency management.
• Awareness of ITIL service management practices, even if not working in a formally ITIL-governed environment.
• Experience supporting or contributing to infrastructure or data migration programmes.
• Background digital service delivery environments.

Personal Attributes

• Calm under pressure, particularly during live service incidents or time-critical releases.
• Confident communicator who can challenge constructively, influence outcomes and represent the delivery team credibly to senior stakeholders.
• Collaborative team player with a strong focus on service quality, reliability and customer outcomes.
• Proactive and organised, able to balance operational responsiveness with longer-term delivery planning.
• Committed to continuous improvement and to developing more effective ways of working across teams

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability. 

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology. 

We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat. 

Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.