Service Delivery Manager

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 clients' existing technology investments.

In a few words, we take businesses to the cloud and back

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

Responsibilities

• Be responsible for the delivery of the managed service – SLA's (KPI's), and for driving service improvement initiatives that reduce costs and improve service delivery to the customer.
• Accountable for the overall service & contractual KPI deliverables of assigned accounts.
• Work with the aligned commercial account Manager and sales support to recognise new opportunities.
• Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.
• Ensure ITIL framework is followed
• Responsible for ensuring CSATs are completed monthly.
• Work alongside projects team to ensure new services are introduced effectively with AIS, focusing on appropriate monitoring, metrics and support in place.
• Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
• Ensure that all required documentation is updated as required and stored in the correct location.
• Responsible for management of continual improvement plans across aligned accounts.
• Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.
• Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met.
• Working effectively across more than one supply channels (eg internal, client, 3rd party suppliers and partners).

Requirements

• Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience, demonstrating proficiency in overseeing service delivery processes and optimizing client outcomes
• In-depth understanding of the IT Channel, including knowledge of the Reseller & End User relationship dynamics.
• Excellent verbal and written communication skills, with the ability to effectively engage with clients, team members, and stakeholders across all organizational levels.
• A customer-centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction. The candidate should demonstrate the ability to anticipate and address customer needs and concerns proactively.
• A successful track record in a Customer Service environment, showcasing the ability to manage customer accounts and meet service level agreements effectively.
• Strong understanding of account management principles, including the ability to develop and maintain productive client relationships while driving business growth and retention.
• ITIL Certification
• Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements.
• Be able to perform contractual analysis, management and change according to ITIL.
• Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided.
• Excellent delegation skills, negotiation skills and strong people management skills.

Benefits/Perks

• Time off - 25 days leave + public holidays
• x1 day Birthday leave per year
• Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
• Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
• EkcOlympics - a global activity for fun
• Learning & development - Unlimited access to Pluralsight learning platform
  
• A lot of responsibilities & opportunities to grow (also internationally)
  

• Microsoft's 2023 Rising Star Security Partner of the year
• VMware & Veeam top partner status
• Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
• Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
• We recognise the value of internal mobility and encourage opportunities for internal development & progression
• Flexible working with a family friendly focus are at the core of our company values