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For Companies At a Glance
- Tasks: Manage service delivery, improve processes, and engage stakeholders to enhance client satisfaction.
- Company: Ekco is a fast-growing cloud solution provider in Europe, transforming businesses with innovative technology.
- Benefits: Enjoy 25 days leave, a pension scheme, mental health support, and unlimited learning opportunities.
- Why this job: Join a dynamic team recognised for excellence and committed to diversity and career growth.
- Qualifications: Experience in IT service delivery, strong communication skills, and ITIL certification required.
- Other info: Work in a flexible, family-friendly environment with opportunities for international experience.
The predicted salary is between 43200 - 72000 £ per year.
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
Service Delivery Manager employer: Ekco
Contact Detail:
Ekco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's crucial for the Service Delivery Manager role. Understanding its principles will not only help you in interviews but also demonstrate your commitment to best practices in service management.
✨Tip Number 2
Network with professionals in the IT service delivery space, especially those who have experience with Managed Service Providers (MSPs). Engaging with them can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery or managed client relationships in previous roles. This will showcase your hands-on experience and ability to drive results.
✨Tip Number 4
Research Ekco's recent projects and achievements, particularly their cloud solutions and partnerships. Being knowledgeable about the company will help you tailor your conversations and show genuine interest during the interview process.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery and IT management. Use keywords from the job description, such as 'ITIL', 'service improvement', and 'stakeholder engagement' to catch the employer's attention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-centric approach and your ability to manage accounts effectively. Mention specific examples of how you've driven service improvements or managed SLAs in previous roles.
Highlight Relevant Skills: In your application, emphasise your communication skills and your experience with ITIL processes. Discuss your ability to engage stakeholders and manage risks, as these are crucial for the Service Delivery Manager role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for this managerial position.
How to prepare for a job interview at Ekco
✨Understand the ITIL Framework
Since the role requires following the ITIL framework, make sure you brush up on its principles and how they apply to service delivery. Be prepared to discuss how you've implemented ITIL processes in your previous roles.
✨Showcase Your Communication Skills
Excellent communication is key for this position. Practice articulating your thoughts clearly and concisely, and be ready to provide examples of how you've engaged stakeholders at various levels in past experiences.
✨Demonstrate a Customer-Centric Approach
Ekco values a customer-centric mindset. Prepare to share specific instances where you've gone above and beyond to meet client needs or improve service delivery, highlighting your proactive approach.
✨Highlight Your Account Management Experience
The role involves managing accounts and meeting SLAs, so be ready to discuss your experience in account management. Provide examples of how you've developed client relationships and driven growth in previous positions.
