About Ekco
Founded in 2016, Ekco is one of the fastest-growing cloud solution providers in Europe!
We specialise in enabling companies to progress along the cloud maturity journey, managing transformation, and driving better outcomes from our clients’ existing technology investments.
️ In brief, we take businesses to the cloud and back!
We have over 1000 talented and supportive colleagues across regional offices in the UK, Ireland, Benelux, South Africa, and Malaysia.
Responsibilities
* Deliver managed services according to SLAs (KPIs) and drive service improvement initiatives to reduce costs and enhance service delivery.
* Manage overall service & contractual KPI deliverables for assigned accounts.
* Collaborate with the commercial account manager and sales support to identify new opportunities.
* Engage stakeholders to ensure clear understanding of service scope and deliverables.
* Follow the ITIL framework.
* Ensure monthly completion of CSAT surveys.
* Work with the projects team to ensure new services are effectively integrated, focusing on monitoring, metrics, and support.
* Prepare service delivery documentation, including reports, client satisfaction surveys, and meeting minutes.
* Maintain updated documentation in the correct locations.
* Manage continuous improvement plans across accounts.
* Provide service reporting to clients as per contractual agreements.
* Identify, track, and manage risks, proposing remedial activities to meet SLAs.
* Work effectively across multiple supply channels (internal, client, third-party).
Requirements
* Proven experience in service delivery or similar managerial roles within the IT industry, preferably with MSP experience, demonstrating process oversight and client outcome optimization.
* Deep understanding of the IT Channel, including reseller and end-user dynamics.
* Excellent communication skills, both verbal and written, capable of engaging stakeholders at all levels.
* A customer-centric approach, with a focus on delivering exceptional service and proactively addressing client needs.
* Successful track record in customer service environments, managing accounts and meeting SLAs.
* Strong account management skills, including developing and maintaining client relationships and driving growth.
* ITIL Certification.
* Experience in delivering customer services aligned with client requirements and SLAs.
* Ability to analyze, manage, and adapt contracts according to ITIL processes.
* Broad IT knowledge to understand service details.
* Strong delegation, negotiation, and people management skills.
Benefits/Perks
* 25 days leave plus public holidays
* One additional day off for your birthday
* Company pension scheme with 5% employer contribution and flexible salary sacrifice options
* Employee Assistance Programme (EAP) for mental health and wellbeing support
* EkcOlympics - a global fun activity!
* Unlimited access to Pluralsight learning platform
* Opportunities for growth and international experience
Why Ekco
* Microsoft’s 2023 Rising Star Security Partner of the Year
* Top partner status with VMware & Veeam
* Ranked 4th in the Deloitte Fast50 Awards for fastest-growing tech companies
* Committed to diversity, equality, inclusion, and belonging
* Encourages internal mobility and career development
* Flexible, family-friendly working environment
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