Service Delivery Manager (Gn)

About Hansen
Hansen Technologies is a global provider of software and services for the energy, utilities, and communications industries. We enable customers in over 80 countries to deliver critical services through reliable SaaS platforms, combining deep domain expertise with long-term partnership thinking. Our culture is built on collaboration, accountability, and continuous improvement, empowering teams to deliver real impact at scale.

Role Purpose
Based onsite in Dublin and working within a global delivery organisation, this senior role is accountable for the delivery of SaaS Run Services and associated projects for a Tier 1 energy customer. You act as Hansen’s senior onsite representative, ensuring strong service performance, delivery execution, and customer outcomes while driving the expansion of Hansen’s footprint within the account. You operate at the intersection of customer leadership, delivery oversight, and commercial alignment, working closely with executive stakeholders and global Hansen teams.

Role Impact
This role directly shapes customer satisfaction, service stability, and commercial growth within a strategic Tier 1 account. You ensure reliable delivery of critical SaaS services, strengthen executive-level customer relationships, and enable expansion opportunities through trusted advisory and delivery credibility. Your work improves operational stability, reduces delivery risk, and ensures alignment between customer expectations and Hansen’s global delivery organisation.

Key Responsibilities
You lead the onsite customer relationship, acting as trusted advisor to operational and executive stakeholders, ensuring alignment between customer objectives and Hansen delivery capabilities. You oversee service performance, SLA adherence, and delivery execution across run services and ongoing change initiatives. You coordinate onboarding, releases, upgrades, and production changes in collaboration with offshore delivery teams.

You manage customer governance, including service reviews, QBRs, reporting, and escalation management, ensuring transparency on performance, risks, and value delivered. You support and influence commercial activities such as renewals, change requests, and expansion opportunities, working closely with commercial and legal stakeholders.

You act as onsite delivery lead for assigned projects and enhancements, managing scope, risks, dependencies, and execution through to successful delivery. You represent Hansen in customer forums, steering committees, and operational meetings, ensuring clear communication and timely decision-making.

You drive continuous improvement by monitoring service performance, maintaining account health visibility, and ensuring issues are resolved effectively across global teams. You support coordination between onsite and offshore teams and ensure smooth collaboration across time zones.

Essential Competencies
You bring strong experience in customer-facing roles such as Customer Success, Service Delivery, Consulting, or Account Management within complex SaaS or enterprise environments. You have operated in senior roles with exposure to Tier 1 customers and executive stakeholders. You understand SaaS delivery models, SLAs, and cloud-based operations, and are able to translate technical topics into business impact.

You combine strong commercial awareness with delivery discipline and are comfortable managing escalations, governance processes, and multi-stakeholder environments. You have experience working across global teams and are confident operating independently onsite while coordinating distributed delivery organisations.

You bring strong communication skills, analytical thinking, and the ability to manage complex delivery environments under pressure. Experience in the energy or utilities sector is a strong advantage.

Preferred Skills
Experience in SaaS environments with high availability or Tier 1 service requirements. Knowledge of Agile delivery methods and enterprise delivery governance. Experience with AI or automation tools to improve delivery efficiency. Background in the utilities or energy industry.

Why join Hansen
We offer competitive compensation, strong benefits, meaningful work-life balance, and a collaborative environment where your contributions have immediate impact. Details of our compensation and benefits package are shared transparently during the hiring process.

Diversity Statement
We are committed to building an inclusive, equitable, and diverse workplace. We welcome applications from all backgrounds, experiences, and perspectives and encourage candidates to apply even if they do not meet every requirement.