Service Delivery Manager

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Job Title: Service Delivery ManagerLocation: UK, Hybrid Salary: Competitive depending on experience Job type: Full time, PermanentFounded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers' existing technology investments.In a few words, we take businesses to the cloud and back!We have over 500 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.About the roleEkco is growing at a phenomenal rate, having doubled in size over the last 12 months, we are now seeking a Service Delivery Manager to join our team of talented individuals. This is a Hybrid role which has a requirement to occasionally work / travel from our office location(s) in London (Richmond, Central or City), and Birmingham.Key Accountabilities:Act as the primary service management contact for the customerUnderstands risk and impact to the customers business, for any incidents related to the products, services, technologies and processes provided to or affecting the business of the customerCreating and maintaining relationships with, suppliers, partners and customers.Experience of managing a broad range of clients using different products, services, technologies, processes.Ensure a Service Improvement Plan is in place to address any risks relating to delivery of service in line with the Contract and the Service levelsAccountable for overall contractual deliverables of assigned accounts.Ensure operational services deliver to agreed SLA's and KPI'sDrive retention of revenue of aligned accounts.Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.Ensure through the change management processes work is not completed which is outside the scope of the service.Provide on-going analysis of reports, performance, and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business.Ensure that all required documentation is updated as required and stored in the correct location.Knowledge share with peers, prepare and communicate any lessons learned as they arise.Continually drives service improvement across aligned accounts.About you:Have in-depth knowledge of service delivery management and ITIL processes + (Industry qualification desirable)IT Service Management (ITSM) system experienceExperience across both on-premise infrastructure and cloud technologiesExperience with cloud computing (Azure / AWS etc.)Experience in managing and supporting a diverse technical landscapeStrong oral and written communication skills with a high-degree of self-motivationProven service delivery experience in a similar role within an IT or professional services business.Client and solution focused and is prepared to go the extra mile to resolve client issues to their satisfaction without compromising the viability of the contract.Can listen effectively, to diagnose a client's problem and find an appropriate solution.Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through.Able to adapt to change, and help others adapt to change.Ability to work flexibly to influence, negotiate, listen to and resolve business issues with key decision makers in different areas of the businessAbility to work under pressure and communicate effectively at all levelsExperienced Microsoft Office user (Outlook, PowerPoint, Word, Excel).Why EkcoRanked as Ireland's 4th fastest growing technology company in the Deloitte Fast50 AwardsVMware & Veeam top partner statusEkco are committed to cultivating an environment that promotes diversity, equity, inclusion and belongingWe recognise the value of internal mobility and encourage opportunities for internal development & progressionFlexible working with a family friendly focus are at the core of our company valuesEmployee perksLearning & development - Unlimited access to Udemy learning platformTime off - 25 days leave + public holidaysx1 day Birthday leave per yearPrivate Medical Healthcare with Bupa (post probation)A lot of responsibilities & opportunities to grow (also internationally)Company Pension Scheme (employer contribution 5%) + flexible salary sacrificePlease click on the APPLY button to complete your application at the Company's careers page.STRICTLY NO AGENCIESCandidates with the relevant experience or job titles of: IT Service Delivery Manager, Senior Service Delivery Coordinator, IT Support Manager, IT Quality Manager, Senior IT Support Engineer, IT Operations Manager, 3rd Line Support Engineer, IT Services Manager, IT Infrastructure Manager, Head of IT Service Provision, Senior IT Service Delivery Analyst, Technical Service Manager, IT Manager, Service Provision Manager may also be considered for this role.