Service Delivery Manager — MSP Growth & Excellence

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

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.