Head of Service Delivery

3 months ago

London, United Kingdom Ekco Full time

**About Ekco**

Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers’ existing technology investments.

We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, Ireland & Malaysia.

**About the role**

The Head of Service Delivery Management is in charge of ensuring client satisfaction and retaining Ekco most valuable clients Leading a team of experienced Service Delivery Managers adhering to the best practice service management frameworks, You will deliver exceptional outcomes, high satisfaction scores and a low turnover of clients due to in part the relationships you will build with Ekco clients. Ekco has high expectations for renewal, and a positive growth outlook. To optimise success, the role requires strong relationships with senior executives within both our client base and our delivery teams.

The Head of Service Delivery will be a champion for customer satisfaction within the UK services function identifying and influencing ongoing service enhancements for our clients whilst ensuring the day-to-day delivery is on point.

In addition to leader the team this is a hand on role with the Head of Service Delivery engaged with a small number of clients directly.

Responsibilities include, but are not limited to:

- Working closely with the Head of Managed service to ensure performance is at a high standard and as per the terms of our client contracts.
- Leading a team of experienced service delivery managers, setting goals, holding 1-2-1s and defining what good looks like in this context
- Being the senior point of communication with Partners and customers.
- Developing, documenting, and implementing service strategy plans in line with Ekco & Client goals
- Training and supporting new starters and existing team members
- Building and maintaining effective cross-functional relationships with all department heads, external partners, and vendors to ensure effective Identification of knowledge gaps and oversee delivery of training within the service delivery fucntion.
- Supporting the business in the ongoing development of business strategy in line with current and emerging needs.
- Definition and completion of management reports both client and internall
- Participating in the build a robust standardised portfolio of service delivery collateral
- Ensuring the team gather customer satisfaction data and report on trends.
- Driving client focused change within the operational teams, ensuring technical teams are delivering to customer contract.
- Ensuring operational services deliver to agreed SLA’s and KPI’s
- Managing contractual performance of services within agreed SLA
- Understanding risk and impact to the customers business, for any incidents related to the products, services, technologies and processes provided to or affecting the business of the clients
- Creating and maintaining relationships with clients and suppliers used in line with the delivery of service.
- Ensuring where necessary a Service Improvement Plan is in place to address any risks relating to delivery of service in line with the contract and agreed service levels
- Being accountable for overall contractual deliverables of assigned clients.
- Driving retention of revenue of aligned clients/accounts.
- Ensuring that all required documentation is updated as required and stored in the correct location.
- Sharing knowledge with peers, prepare and communicate any lessons learned as they arise.
- All other tasks associated to Service Delivery

**About You**
- Has in-depth knowledge of service delivery management and ITIL processes + (Industry qualification desirable)
- IT Service Management (ITSM) system experience
- Experience across both on-premise infrastructure and cloud technologies
- Experience with cloud computing (Azure / AWS etc.)
- Experience of service delivery in a diverse technical landscape
- Strong oral and written communication skills with a high-degree of self-motivation
- Proven service delivery experience in a similar role within an IT or professional services business.
- Client and solution focused and is prepared to go the extra mile to resolve client issues to their satisfaction without compromising the viability of the contract.
- Can listen effectively, to diagnose a client’s problem and find an appropriate solution.
- Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through.
- Able to adapt to change, and help others adapt to change.
- Ability to work flexibly to influence, negotiate, listen to and resolve business issues with key decision makers in different areas of the business
- Ability to work under pressure and communicate effectively at all levels
- Ability to build long standing professi

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