Service Delivery Manager

Ekco; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

25 days annual leave

Public holidays

Company Pension Scheme

Employee Assistance Programme (EAP)

EkcOlympics

Pluralsight access

International progression

Job summary

Ekco, a cloud and security-focused MSP, is seeking a Service Delivery Manager to own the delivery of managed services to SLA/KPIs. You will drive service improvement, coordinate with account managers, and ensure ITIL processes are followed across multiple client accounts.

Ideal candidates have MSP experience, ITIL certification, and proven ability to manage client relationships, contracts, and SLAs. Milton Keynes-based role with cross-functional collaboration and growth opportunities within Ekco.

Qualifications

• Proven experience in a service delivery or similar managerial role within the IT industry.
• In-depth understanding of the IT Channel, including reseller/end user dynamics.
• Excellent verbal and written communication skills with the ability to engage with clients and stakeholders at all levels.
• Customer-centric mindset focused on delivering exceptional service and client satisfaction.
• Strong understanding of account management and SLAs.
• ITIL Certification is required.
• Ability to perform contractual analysis and ITIL change management.

Responsibilities

• Deliver the managed service to SLA KPI targets and drive service improvement initiatives.
• Own the overall service and contractual KPI deliverables for assigned accounts.
• Collaborate with the aligned account Manager and sales support to recognise new opportunities.
• Engage account stakeholders to ensure scope and deliverables are understood.
• Ensure ITIL processes are followed and CSATs are completed monthly.
• Work with projects to introduce new services with appropriate monitoring and support.
• Prepare service delivery documentation and regular reporting.
• Manage continual improvement plans across aligned accounts.
• Present service reporting to customers according to contract.
• Identify, track and manage risk to ensure SLAs are met.
• Coordinate across multiple supply channels.

Skills

MSP experience

ITIL Certification

Service delivery management

Account management

Client relationship

Contractual knowledge

Stakeholder engagement

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.