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ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security, and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
The Opportunity:
ECI has an exciting opportunity for an experienced, Service Delivery Manager to join our London team. In this high profile customer facing role within Customer Services, responsible for managing all aspects of the relationship between the company and contracted customers. As a single point of accountability, the Service Delivery Manager owns and manages all customer related issues, changes, incidents, and escalations through to resolution while ensuring a high standard of Customer Satisfaction is maintained at all times.
This is a hybrid role with a strong preference for candidates to be based in the London area.
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What you will do:
- Responsible for monitoring and reporting service achievement against contractual and non-contractual performance targets and Service Level Agreements (SLAs).
- Identify the business value and identify additional revenue opportunities related to overages, requirements for additional capacity or new services and identify any actions necessary to enable the company to improve account retention.
- Understand the service delivery SLAs and ensure services are delivered and managed accordingly.
- Prepare Account Plans in conjunction with Sales including preparation and execution of a renewal strategy.
- Use Continual Service Improvement to proactively identify opportunities or requirements to implement service improvements.
- Customer escalation point (occasionally Out Of Hours).
- Ensure high quality service reporting is provided in a timely manner.
- Acts as a technical escalation and point of contact and assists with large and complex projects.
- Professionally develops, coaches and trains direct reports on both technical and corporate baselines.
- Conducts bi-weekly one/one meetings with direct reports as well as team meetings.
- Ensures that day-to-day requests and all month-end activities are completed accurately and on time (compliance of punch in/out, Connectwise ticket entry & accuracy of time and notes).
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Who you are:
- College diploma or University degree in the field of Computer Science or equivalent field and/or 5+ years of experience with a minimum of 3 years of end user support.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- ITIL foundation v3 - Essential.
- PRINCE 2 foundation - Desirable.
- Familiar with service management within an ITIL service delivery framework.
- Familiar with the technologies underpinning managed services including data centres, networks, telco circuits, cloud, storage, servers, etc.
- Experience of using service management ticketing systems and reporting tools.
- Experience of delivering recovery and managed service contracts for enterprise clients.
ECI’s culture is all about connection - connection with our clients, our technology, and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!
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