Service Delivery Manager

Job Title: Service Delivery Manager

Location: UK, Hybrid

Salary: Competitive depending on experience

Job type: Full time, Permanent

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.

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

We have over 500 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.

About the role

Ekco is growing at a phenomenal rate, having doubled in size over the last 12 months, we are now seeking a Service Delivery Manager to join our team of talented individuals. This is a Hybrid role which has a requirement to occasionally work / travel from our office location(s) in London (Richmond, Central or City), and Birmingham.

Key Accountabilities:

• Act as the primary service management contact for the customer
• Understands 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 customer
• Creating and maintaining relationships with, suppliers, partners and customers.
• Experience of managing a broad range of clients using different products, services, technologies, processes.
• Ensure a Service Improvement Plan is in place to address any risks relating to delivery of service in line with the Contract and the Service levels
• Accountable for overall contractual deliverables of assigned accounts.
• Ensure operational services deliver to agreed SLA’s and KPI’s
• Drive retention of revenue of aligned accounts.
• Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.
• Ensure through the change management processes work is not completed which is outside the scope of the service.
• Provide on-going analysis of reports, performance, and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business.
• Ensure that all required documentation is updated as required and stored in the correct location.
• Knowledge share with peers, prepare and communicate any lessons learned as they arise.
• Continually drives service improvement across aligned accounts.

About you:

• Have 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 in managing and supporting 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
• Experienced Microsoft Office user (Outlook, PowerPoint, Word, Excel).

Why Ekco

• Ranked as Ireland’s 4th fastest growing technology company in the Deloitte Fast50 Awards
• VMware & Veeam top partner status
• Ekco are committed to cultivating an environment that promotes diversity, equity, 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

Employee perks

• Learning & development – Unlimited access to Udemy learning platform
• Time off – 25 days leave + public holidays
• x1 day Birthday leave per year
• Private Medical Healthcare with Bupa (post probation)
• A lot of responsibilities & opportunities to grow (also internationally)
• Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice

Please click on the APPLY button to complete your application at the Company’s careers page.

STRICTLY NO AGENCIES

Candidates with the relevant experience or job titles of: IT Service Delivery Manager, Senior Service Delivery Coordinator, IT Support Manager, IT Quality Manager, Senior IT Support Engineer, IT Operations Manager, 3rd Line Support Engineer, IT Services Manager, IT Infrastructure Manager, Head of IT Service Provision, Senior IT Service Delivery Analyst, Technical Service Manager, IT Manager, Service Provision Manager may also be considered for this role.