Service Delivery Manager

Ekco; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Time off 25 days + public holidays

Birthday leave

Company pension scheme

EAP for wellbeing

Job summary

Ekco is seeking a Service Delivery Manager to lead the delivery of managed services and drive improvements across assigned accounts. You will work with the commercial team to identify opportunities, engage stakeholders, and ensure ITIL processes are followed.

The role requires strong client engagement, exceptional communication, and a proven ability to manage KPIs and contracts within a fast-growing MSP environment.

Qualifications

• Proven experience in a service delivery or similar managerial role in IT/MSP.
• In-depth understanding of the IT Channel and reseller/end-user dynamics.
• Excellent verbal and written communication with clients and colleagues.
• Customer-centric mindset focused on delivering exceptional service.
• Track record managing customer accounts and meeting SLAs.

Responsibilities

• Be responsible for the delivery of the managed service – SLA’s (KPIs) and for driving service improvements.
• Accountable for overall service & contractual KPI deliverables of assigned accounts.
• Collaborate with commercial account manager and sales support to identify opportunities.
• Engage stakeholders to ensure scope of service and deliverables are understood.
• Ensure ITIL framework is followed and CSATs are completed monthly.
• Prepare service delivery documentation and regular reporting.

Skills

Service delivery management

Account management

Stakeholder communication

Customer focus

People management

ITIL knowledge

Education

ITIL Certification

Job description

About Ekco

Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider.

IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, How We Work Matters As Much As What We Deliver. Our People Live By Four Core Values That Shape Everything We Do

• On It: We take ownership, follow through, and get things done.
• All In : We collaborate, support each other, and commit fully to shared goals.
• Connected: We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

If these values resonate with you, you’ll feel right at home here.

The Role

Day-to-day At Ekco

• 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 customer.
• Accountable for the overall service & contractual KPI deliverables of assigned accounts.
• Work with the aligned commercial 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
• Responsible for ensuring CSATs are completed monthly.
• Work alongside projects team to ensure new services are introduced effectively with AIS, focusing on 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.
• 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).

What you’ll bring to the role:

• Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience, demonstrating proficiency in overseeing service delivery processes and optimizing client outcomes
• In-depth understanding of the IT Channel, including knowledge of the Reseller & End User relationship dynamics.
• Excellent verbal and written communication skills, with the ability to effectively engage with clients, team members, and stakeholders across all organizational levels.
• A customer-centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction. The candidate should demonstrate the ability to anticipate and address customer needs and concerns proactively.
• A successful track record in a Customer Service environment, showcasing the ability to manage customer accounts and meet service level agreements effectively.
• Strong understanding of account management principles, including the ability to develop and maintain productive client relationships while driving business growth and retention.
• ITIL Certification
• Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements.
• Be able to perform contractual analysis, management and change according to ITIL.
• Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided.
• Excellent delegation skills, negotiation skills and strong people management skills.

Benefits / Perks

• Time Off: 25 days annual leave + public holidays
• Birthday Leave: One extra day off to celebrate
• Company Pension Scheme
• Employee Assistance Programme (EAP) for wellbeing support
• EkcOlympics: Global team activity challenges
• Unlimited access to Pluralsight for continuous development
• Real opportunities to grow, including international progression

Why Ekco

• Company of the year 2026 Tech Excellence Awards
• Microsoft’s 2023 Rising Star Security Partner of the Year
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
• A culture rooted in diversity, equality, inclusion & belonging
• A commitment to internal mobility and career progression
• Flexible, family-friendly working at the heart of our culture
• Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.