Cloud MSP Service Delivery Lead

Ekco; Milton Keynes; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Birthday leave

Company pension

EAP support

Pluralsight access

Global progression

Team events

Career growth

Job summary

Ekco, a cloud solution provider and MSP, is seeking a Service Delivery Manager in the United Kingdom to lead managed services for assigned accounts. You will own KPI delivery, drive improvements, and work with the commercial team to identify new opportunities, ensuring CSAT and contractual obligations are met.

The role requires ITIL knowledge, strong client communication, and a proven track record in account management and SLA governance.

Qualifications

• Proven experience in service delivery management within IT MSPs.
• Strong knowledge of the IT channel, including resellers and end users.
• Excellent verbal and written communication with clients and stakeholders.
• Customer-centric mindset focused on satisfaction.
• Track record in managing customer accounts and SLAs.
• Strong account management principles and client relationships.
• ITIL Certification.
• Ability to perform contractual analysis per ITIL.
• Broad IT domain knowledge.
• Strong delegation, negotiation and people management skills.

Responsibilities

• Deliver managed service per SLA and drive cost-saving improvements.
• Ensure KPI and contractual deliverables for assigned accounts.
• Collaborate with commercial account manager and sales support to identify opportunities.
• Engage stakeholders to confirm service scope and deliverables.
• Ensure ITIL processes are followed.
• Prepare service delivery reports and meeting notes for clients.
• Manage continual improvement plans across accounts.
• Identify, track and remediate risk to meet SLAs.

Skills

Service delivery

Account management

Customer service

Communication

Negotiation

People management

ITIL Certification

Client relationships

Job description

Ekco, a cloud solution provider and MSP, is seeking a Service Delivery Manager in the United Kingdom to lead managed services for assigned accounts. You will own KPI delivery, drive improvements, and work with the commercial team to identify new opportunities, ensuring CSAT and contractual obligations are met.

The role requires ITIL knowledge, strong client communication, and a proven track record in account management and SLA governance.