Join to apply for the Service Delivery Manager role at Bluecube Technology Solutions - An Ekco Company.
About Ekco
Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security‑first Managed Service Provider.
IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.
We specialise in helping organisations advance their cloud maturity, guiding transformation, strengthening security, and maximising the value of their technology investments.
In simple terms: we help organisations modernise with confidence, securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.
Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.
Our Core Values
* On It: We take ownership, follow through, and get things done.
* All In: We collaborate, support each other, and commit fully to shared goals.
* Connected: We build trusted relationships with colleagues, clients, and partners.
* Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.
The Role
Day‑to‑day at Ekco
* Be responsible for the delivery of the managed service – SLAs (KPIs), 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 the 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 all required documentation is updated as required and stored in the correct location.
* Manage continual improvement plans across aligned accounts.
* Present service reporting to the customer according to contractual agreements.
* Identify, track and manage risk, and propose remedial activities and plans to ensure SLAs continue to be met.
* Work effectively across more than one supply channel (e.g., internal, client, third‑party suppliers and partners).
Requirements
* Proven experience in a service delivery or similar managerial role within the IT industry, preferably with 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 engage clients, team members and stakeholders at all levels.
* A customer‑centric mindset dedicated to delivering exceptional service and ensuring client satisfaction.
* Track record in a customer service environment, managing accounts and meeting SLAs effectively.
* Strong understanding of account management principles, driving business growth and retention.
* ITIL certification.
* Experience delivering customer services to client requirements and satisfaction, service level agreements.
* Ability to perform contractual analysis, management and change according to ITIL.
* Experience across a wide variety of IT fields to fully understand the details of services that can be provided.
* Excellent delegation, negotiation and people‑management skills.
Benefits / Perks
* ☀️ 25 days annual leave + public holidays.
* 🎂 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.
Why Ekco
* ⭐️ Microsoft’s 2023 Rising Star Security Partner of the Year.
* 🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specializations.
* 🏅 Ranked 4th fastest‑growing technology company in the Deloitte Fast50 Awards.
* 🌈 Culture rooted in diversity, equality, inclusion & belonging.
* 🎉 Commitment to internal mobility and career progression.
* ✨ Flexible, family‑friendly working at the heart of our culture.
* 🔐 Trusted security‑first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.
Job Details
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Job function: Project Management and Information Technology
* Industry: IT Services and IT Consulting
* Location: Holborn, London (Hybrid)
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