Service Delivery Manager

Bluecube Technology Solutions - An Ekco Company; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading cloud solution provider seeks a Service Delivery Manager to oversee managed services, ensuring compliance with SLAs and driving service improvements. The role involves engaging with stakeholders, optimizing client outcomes, and managing documentation. Join a dynamic team dedicated to exceptional service delivery and client satisfaction.

Benefits

25 days leave + public holidays

One day birthday leave per year

Company pension scheme

Employee Assistance Programme

Unlimited access to Pluralsight

Opportunities for growth

Qualifications

• Proven experience in a service delivery or similar managerial role.
• Strong understanding of account management principles.

Responsibilities

• Deliver managed service and drive service improvement initiatives.
• Engage account stakeholders to ensure service scope is understood.
• Prepare service delivery documentation and manage risks.

Skills

Communication

Customer Service

Account Management

Negotiation

Delegation

Education

ITIL Certification

Job description

About Ekco

Founded in 2016, Ekco is one of the fastest growing cloud solution providers in Europe!

We specialize in enabling companies to progress along the path of cloud maturity, 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 (and counting) across regional offices in the UK, Ireland, Benelux, South Africa, and Malaysia.

Responsibilities

1. Be responsible for the delivery of the managed service – SLA’s (KPIs), and for driving service improvement initiatives that reduce costs and improve service delivery to the customer.
2. Accountable for the overall service & contractual KPI deliverables of assigned accounts.
3. Work with the aligned commercial account manager and sales support to recognize new opportunities.
4. Engage account stakeholders to ensure that the scope of the service and deliverables are fully understood.
5. Ensure ITIL framework is followed.
6. Responsible for ensuring CSATs are completed monthly.
7. Work alongside the projects team to ensure new services are introduced effectively with AIS, focusing on appropriate monitoring, metrics, and support in place.
8. Prepare service delivery documentation, including regular internal and external reporting, client satisfaction, and meeting minutes.
9. Ensure that all required documentation is updated as needed and stored correctly.
10. Manage continual improvement plans across aligned accounts.
11. Ensure service reporting is completed and presented to the customer according to contractual agreements.
12. Identify, track, and manage risks, proposing remedial activities to ensure SLAs are met.
13. Work effectively across multiple supply channels (e.g., internal, client, third-party suppliers and partners).

Requirements

1. 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.
2. In-depth understanding of the IT Channel, including knowledge of reseller and end-user relationship dynamics.
3. Excellent verbal and written communication skills, with the ability to engage effectively with clients, team members, and stakeholders at all levels.
4. A customer-centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction, with the ability to proactively address customer needs and concerns.
5. A successful track record in a customer service environment, managing customer accounts and meeting SLAs effectively.
6. Strong understanding of account management principles, including developing and maintaining productive client relationships and driving business growth and retention.
7. ITIL Certification.
8. Experience in delivering customer services aligned with client requirements and SLAs.
9. Ability to perform contractual analysis, management, and change according to ITIL.
10. Experience across various IT fields to understand the services provided.
11. Excellent delegation, negotiation, and people management skills.

Benefits/Perks

• Time off - 25 days leave + public holidays
• One day birthday leave per year
• Company pension scheme (employer contribution 5%) + flexible salary sacrifice
• Employee Assistance Programme (EAP) for mental health, emotional wellbeing, and general advice
• EkcOlympics - a global activity for fun!
• Unlimited access to Pluralsight learning platform for development

• Opportunities for growth and international opportunities

Why Ekco

• Microsoft’s 2023 Rising Star Security Partner of the Year
• VMware & Veeam top partner status
• Ranked as 4th fastest-growing technology company in the Deloitte Fast50 Awards
• Dedicated to diversity, equality, inclusion, and belonging
• Encourages internal mobility and development
• Flexible, family-friendly working environment