Service Delivery Manager

In the role of Service Delivery Manager at Codec you will be responsible for ensuring the efficient and effective delivery of support and related services to our customers. This role involves managing service delivery processes, overseeing service level agreements (SLAs), and ensuring that customer expectations are met or exceeded. The SDM will work closely with internal teams, customers, and stakeholders to ensure the delivery of high-quality services. This position is a customer-facing role and requires that you establish and manage expectations with the customer.

Service Quality & Performance Management – Manage and monitor support customer SLAs & KPIs, implement and monitor quality processes to improve service delivery and oversee incident and problem resolution

Customer Relationship Management – Maintain regular interaction with support customers, conduct service reviews and explore opportunities for additional services/improvements. Manage support service escalations.

Financial Management – Contribute to financial aspects of Service Delivery including forecasting and cost optimisation.

Strategic Planning & Development – Develop and manages the support services portfolio to align with market and customer needs.

Contract Management - Be accountable for support uplifts, contract renewals.

Change Management – Be responsible for change management activities during the lifetime of the support contract.

Business Development – Be responsible for driving additional revenue opportunities through upselling/cross selling for our customers.

Pre-Sales – Support the wider Codec business in contributing to new tender opportunities/customer presentations.

Continuous Improvement - Identify opportunities for process and drive initiatives to enhance service delivery efficiency and customer satisfaction.

Founded in Dublin in 1985, Codec was from the outset a company which sought to bring efficiency and transformation through best use of technology. With a combination of steady organic growth and a number of successful acquisitions across Europe, Codec has grown to become a full stack technology partner for a wide range of companies in the public and private sectors.

Though originally best known as a hardware reseller, since 2010 Codec has focused on building an outstanding software consulting business with a team of experts implementing enterprise solutions using products from Microsoft and Oracle. Our customer base, revenues and average contract values have grown steadily year on year and we continue to invest in the provision of new product and service offerings.

Our team is a careful mix of recent graduates and experienced professionals from a variety of diverse cultural backgrounds. We are a melting pot of seasoned consultants supported by the best talent from the local universities. We have a thriving placement student academy and graduate recruitment programme which grows year on year.

This company is an equal opportunities employer