Service Delivery Manager

About Ekco

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

• Be responsible for the delivery of the managed service, ensuring SLA and KPI compliance, and driving service improvement initiatives to reduce costs and enhance customer delivery.
• Accountable for overall service and contractual KPI deliverables across assigned accounts.
• Work with the commercial account manager and sales support to recognise new opportunities.
• Engage account stakeholders to ensure scope and deliverables are fully understood.
• Ensure the ITIL framework is followed.
• Ensure CSATs are completed monthly.
• Collaborate with the projects team to introduce new services effectively, focusing on appropriate monitoring, metrics, and support.
• Prepare service delivery documentation, including regular internal and external reporting, client satisfaction reports, and meeting minutes.
• Maintain updated documentation in the correct repositories.
• Manage continual improvement plans across aligned accounts.
• Ensure service reporting is completed and presented to the customer according to contractual agreements.
• Identify, track, and manage risk, proposing remedial activities and plans to maintain SLAs.
• Work effectively across multiple supply channels, including internal resources, clients, and third‑party suppliers and partners.

• Proven experience in a service delivery or managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience.
• In‑depth understanding of the IT channel, including reseller and end‑user relationship dynamics.
• Excellent verbal and written communication skills, with the ability to engage clients and stakeholders across all levels.
• Customer‑centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction.
• Track record in a customer service environment, managing accounts and meeting service level agreements.
• Strong understanding of account management principles, building and maintaining productive client relationships while driving growth and retention.
• ITIL certification.
• Experience delivering customer services to client requirements and satisfaction, including Service Level Agreements.
• Ability to perform contractual analysis, management, and change according to ITIL.
• Experience across a wide variety of information technology fields to fully understand the services that can be provided.
• Excellent delegation, negotiation, and people‑management skills.

• 25 days annual leave plus public holidays.
• Birthday leave – one extra day off to celebrate.
• Company pension scheme.
• Employee Assistance Programme (EAP) for wellbeing support.
• Global team activity challenges.
• Unlimited access to Pluralsight for continuous development.
• Opportunities for growth, including international progression.