About Ekco
Founded in 2016, Ekco is one of the fastest growing cloud solution providers in Europe!
We specialize in enabling companies to progress along the cloud maturity journey, managing transformation, and optimizing technology investments.
In short, we take businesses to the cloud and back!
We have over 1000 talented colleagues across regional offices in the UK, Ireland, Benelux, South Africa, and Malaysia.
Responsibilities
1. Deliver managed services according to SLA and KPI targets, while driving improvements to reduce costs and enhance service quality.
2. Manage overall service and contractual KPI delivery for assigned accounts.
3. Collaborate with the commercial account manager and sales teams to identify new opportunities.
4. Engage with account stakeholders to ensure clear understanding of service scope and deliverables.
5. Follow ITIL framework best practices.
6. Ensure monthly completion of Customer Satisfaction (CSAT) surveys.
7. Coordinate with project teams to introduce new services effectively, focusing on monitoring, metrics, and support.
8. Prepare and maintain service delivery documentation, including reports, meeting minutes, and client feedback.
9. Update and organize documentation appropriately.
10. Manage continuous improvement plans across accounts.
11. Complete and present service reports to clients per contractual obligations.
12. Identify, monitor, and mitigate risks, proposing remedial actions to meet SLAs.
13. Work effectively across multiple supply channels, including internal teams, clients, and third-party partners.
Requirements
1. Proven experience in service delivery or similar managerial roles within the IT sector, preferably with MSP experience, demonstrating process oversight and client outcome optimization.
2. Deep understanding of the IT channel, including reseller and end-user dynamics.
3. Excellent communication skills, both verbal and written, for engaging with clients, teams, and stakeholders at all levels.
4. A customer-centric approach, with a focus on proactive service delivery and client satisfaction.
5. Successful experience managing customer accounts and meeting SLAs in a customer service environment.
6. Strong account management skills, with the ability to develop and sustain productive client relationships and drive business growth.
7. ITIL certification.
8. Experience in delivering customer services aligned with client requirements and SLAs.
9. Ability to perform contractual analysis and management following ITIL practices.
10. Broad IT knowledge to understand the services provided.
11. Excellent delegation, negotiation, and people management skills.
Benefits & Perks
* 25 days annual leave plus public holidays
* One additional day off for your birthday each year
* Company pension scheme with 5% employer contribution and flexible salary sacrifice options
* Employee Assistance Programme offering mental health, emotional wellbeing, and general advice
* EkcOlympics – a global fun activity!
* Unlimited access to Pluralsight for learning and development
* 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 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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