Service Delivery Manager

Bluecube Technology Solutions - An Ekco Company; Milton Keynes; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading cloud solution provider is seeking a Service Delivery Manager to oversee managed services and enhance client satisfaction. The role involves managing KPIs, collaborating with account managers, and ensuring service delivery excellence. The ideal candidate will have strong account management skills and a customer-centric approach, contributing to continuous improvement and client relationships.

Benefits

25 days leave plus public holidays

Additional day off for birthday

Company pension scheme with 5% employer contribution

Employee Assistance Programme

Unlimited access to Pluralsight

Opportunities for growth and international mobility

Qualifications

• Proven experience in service delivery or managerial role in IT.
• Strong account management skills with a focus on client relationships.

Responsibilities

• Deliver managed services according to SLAs and manage service improvement.
• Collaborate with account managers to identify new opportunities.
• Prepare and maintain service delivery documentation.

Skills

Communication

Customer-centric mindset

Account management

Negotiation

Education

ITIL certification

Job description

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 a few words, we take businesses to the cloud and back!

We have over 1000 highly talented and supportive colleagues across regional offices in the UK, Ireland, Benelux, South Africa, and Malaysia.

Responsibilities

1. Deliver managed services according to SLA's (KPIs), and lead service improvement initiatives to reduce costs and enhance service delivery.
2. Manage overall service and contractual KPI deliverables for assigned accounts.
3. Collaborate with the commercial account manager and sales support to identify new opportunities.
4. Engage stakeholders to ensure full understanding of service scope and deliverables.
5. Follow the ITIL framework in service management.
6. Ensure monthly completion of CSAT surveys.
7. Coordinate with the projects team for the effective introduction of new services, focusing on monitoring, metrics, and support.
8. Prepare and maintain service delivery documentation, including reporting, client satisfaction, and meeting minutes.
9. Update and store documentation appropriately.
10. Manage continual improvement plans across accounts.
11. Complete and present service reports to clients as per contractual agreements.
12. Identify, track, and manage risks, proposing remedial activities to meet SLAs.
13. Work effectively across multiple supply channels, including internal teams, clients, and third-party suppliers.

Requirements

1. Proven experience in service delivery or a similar managerial role within the IT industry, preferably with MSP experience, demonstrating process oversight and client outcome optimization.
2. Deep understanding of the IT channel, including reseller and end-user relationships.
3. Excellent communication skills, capable of engaging with clients, team members, and stakeholders at all levels.
4. Customer-centric mindset with a focus on delivering exceptional service and proactively addressing client needs.
5. Successful track record in customer service environments, managing accounts and meeting SLAs.
6. Strong account management skills, including maintaining productive client relationships and driving growth.
7. ITIL certification.
8. Experience in delivering customer services aligned with client requirements and SLAs.
9. Ability to perform contractual analysis, management, and changes in accordance with ITIL.
10. Broad IT knowledge to understand the services provided.
11. Excellent delegation, negotiation, and people management skills.

Benefits/Perks

• 25 days leave plus public holidays
• One additional day off for your birthday annually
• Company pension scheme with 5% employer contribution and flexible salary sacrifice options
• Employee Assistance Programme for mental health and wellbeing support
• Participation in EkcOlympics, a global fun activity!
• Unlimited access to Pluralsight for learning and development
• Opportunities for growth and international mobility

Why Ekco

• Microsoft’s 2023 Rising Star Security Partner of the Year
• Top partner status with VMware and Veeam
• Ranked 4th fastest-growing technology company in Deloitte Fast50 Awards
• Committed to diversity, equality, inclusion, and belonging
• Encourages internal mobility and development opportunities
• Flexible working with a family-friendly focus