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.

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:

• Assist with integration of cloud services.
• 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.
• Understands and contributes to the current position and future strategies for service management, methodology and approach.
• Accountable for overall contractual deliverables of assigned accounts.
• Drive change within the operational teams, ensuring technical teams are delivering to customer contract.
• Ensure operational services deliver to agreed SLA’s and KPI’s
• Drive retention of revenue of aligned accounts.
• Awareness off P and L to ensure billing is correct to the customer.
• Work with sales support to recognise new opportunities.
• 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.
• 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.
• Understand the cost of service delivery, with a view to reduce internal costs.
• Knowledge share with peers, prepare and communicate any lessons learned as they arise.
• Continually drives service improvement across aligned accounts.

Skills /Experience:

• Has in-depth knowledge of service delivery management and ITIL processes + (Industry qualification desirable)
• 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
• Good cyber-security knowledge
• The ability to manage conflict and manage customer expectation.
• 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.
• Self-aware and want to continue learn and strive to improve themselves, and the business.
• Shows a strong interest in the technologies the Company uses and continually develops knowledge of those and new ones for the benefit of the business and its clients.
• 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.