Enterprise Service Delivery Manager
Are you a customer focused Leader with a technical support background, ready to lead one of our Support Desk Teams here at Ekco? Apply today!
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, Benelux & Ireland.
About
We are seeking a skilled and experienced Service Delivery Manager to oversee and ensure the effective delivery of managed services to our clients. This role is critical in maintaining high levels of client satisfaction, driving service improvement initiatives, and ensuring compliance with contractual deliverables. The Service Delivery Manager will work closely with internal teams, clients, and third-party suppliers to manage service levels, risks, and continual improvement across assigned accounts.
Key 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 accounts.
- Accountable for overall contractual deliverables of assigned accounts.
- Work with the aligned 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
- Manage both Comms and customer risks relating to delivery of service with appropriate levels of escalation at the right time.
- Ensure new Services are introduced effectively with 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.
- 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.
- Working effectively across more than one supply channels (eg internal, client, 3rd party suppliers and partners).
- Managing client relationships.
The person
- 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.
- Stays updated with industry trends and best practices in IT service management.
- Proven ability to manage multiple accounts and priorities, meeting deadlines and contractual obligations.
Salary/Package
- As agreed with your line manager, an office based shift matching below;
- 40 hours per week, Mon-Fri between 07:00 – 19:00
- 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
- Department
- Service Delivery
- Locations
- Ekco UK - Milton Keynes
Enterprise Service Delivery Manager
Are you a customer focused Leader with a technical support background, ready to lead one of our Support Desk Teams here at Ekco? Apply today!
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