Service Delivery Manager

About Ekco Founded in 2016, Ekco is one of the fastest-growing cloud solution providers in Europe! We specialise in enabling companies to progress along the cloud maturity journey, managing transformation, and driving better outcomes from our clients’ existing technology investments. ️ In brief, we take businesses to the cloud and back! We have over 1000 talented and supportive colleagues across regional offices in the UK, Ireland, Benelux, South Africa, and Malaysia. Responsibilities Deliver managed services according to SLAs (KPIs) and drive service improvement initiatives to reduce costs and enhance service delivery. Manage overall service & contractual KPI deliverables for assigned accounts. Collaborate with the commercial account manager and sales support to identify new opportunities. Engage stakeholders to ensure clear understanding of service scope and deliverables. Follow the ITIL framework. Ensure monthly completion of CSAT surveys. Work with the projects team to ensure new services are effectively integrated, focusing on monitoring, metrics, and support. Prepare service delivery documentation, including reports, client satisfaction surveys, and meeting minutes. Maintain updated documentation in the correct locations. Manage continuous improvement plans across accounts. Provide service reporting to clients as per contractual agreements. Identify, track, and manage risks, proposing remedial activities to meet SLAs. Work effectively across multiple supply channels (internal, client, third-party). Requirements Proven experience in service delivery or similar managerial roles within the IT industry, preferably with MSP experience, demonstrating process oversight and client outcome optimization. Deep understanding of the IT Channel, including reseller and end-user dynamics. Excellent communication skills, both verbal and written, capable of engaging stakeholders at all levels. A customer-centric approach, with a focus on delivering exceptional service and proactively addressing client needs. Successful track record in customer service environments, managing accounts and meeting SLAs. Strong account management skills, including developing and maintaining client relationships and driving growth. ITIL Certification. Experience in delivering customer services aligned with client requirements and SLAs. Ability to analyze, manage, and adapt contracts according to ITIL processes. Broad IT knowledge to understand service details. Strong delegation, negotiation, and people management skills. Benefits/Perks 25 days leave plus public holidays One additional day off for your birthday Company pension scheme with 5% employer contribution and flexible salary sacrifice options Employee Assistance Programme (EAP) for mental health and wellbeing support EkcOlympics – a global fun activity! Unlimited access to Pluralsight learning platform Opportunities for growth and international experience Why Ekco Microsoft’s 2023 Rising Star Security Partner of the Year Top partner status with VMware & Veeam Ranked 4th in the Deloitte Fast50 Awards for fastest-growing tech companies Committed to diversity, equality, inclusion, and belonging Encourages internal mobility and career development Flexible, family-friendly working environment #J-18808-Ljbffr