ITIL Service Delivery Manager

4 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Ekco Full time
About Ekco

We are a fast-growing cloud solution provider in Europe, specialising in enabling companies to progress along the path of cloud maturity.

Job Title: Service Delivery Manager

We are seeking a skilled and experienced Service Delivery Manager to oversee and ensure the effective delivery of managed services to our clients.

Key Responsibilities:
  • Deliver managed services, ensuring high levels of client satisfaction and driving service improvement initiatives.
  • Accountable for overall contractual deliverables of assigned accounts.
  • Work with internal teams, clients, and third-party suppliers to manage service levels, risks, and continual improvement.
  • Manage both Comms and customer risks relating to delivery of service with appropriate levels of escalation.
  • Ensure new Services are introduced effectively with appropriate monitoring, metrics, and support in place.
  • Prepare service delivery documentation, including regular internal and external reporting.
  • Responsible for management of continual improvement plans across aligned accounts.
  • Reporting in an accurate and timely manner on contract status internally and externally.
  • Identifying, tracking, and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met.
Requirements:
  • Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience.
  • Strong understanding and application of the ITIL framework, with a focus on continual service improvement.
  • Excellent client relationship management skills, with the ability to communicate effectively at all levels.
  • Strong problem-solving skills and experience in managing service risks and escalations.
  • Excellent organizational, documentation, and reporting skills.
What We Offer:
  • Competitive salary and benefits package.
  • Annual Leave of 25 days + UK Bank Holidays.
  • 1x day Birthday leave per year.
  • Vitality Health Insurance (after probation).
  • Pension scheme through People's Pension.
  • Referral Bonus scheme.
  • 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc).
  • Access to internal Mental Health First Aid Champions.
  • My Staff Shop scheme discounts.
  • Cycle to Work scheme.
  • Free eye tests.
  • Annual flu jab.

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