Service Delivery Manager

Ekco

Service Delivery Manager overseeing managed service delivery and SLAs at Ekco. Responsible for client satisfaction and collaboration across account management and project teams.

Posted 7/16/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Service Delivery Management, ensuring adherence to SLA and KPI requirements while driving service improvement initiatives. Proficient in ITIL practices and customer account management, with a strong focus on client satisfaction and effective communication across all organizational levels.

Highest-signal resume keywords

Service Delivery ManagementITIL CertificationCustomer Account ManagementClient Relationship DevelopmentService Level Agreement Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service DeliveryContractual AnalysisRisk ManagementService ReportingContinual Improvement Plans

Soft Skills

Excellent Communication SkillsCustomer-Centric MindsetDelegation SkillsNegotiation SkillsPeople Management Skills

Certifications & Qualifications

ITIL Certification

Industry Keywords

Managed Service ProviderIT ChannelReseller RelationshipEnd User RelationshipCustomer Service Environment

About the role

Key responsibilities & impact

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).

Requirements

What you’ll need

Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience
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
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

Comp & perks

25 days annual leave
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