Service Delivery Manager

Eze Castle Integration, Inc.; Greater London; Hybrid; GBP 50,000 - GBP 70,000; Full time

Job summary

A global managed services provider is seeking a Service Delivery Manager in London to oversee multi-client operations. The candidate will ensure high standards of service quality while providing operational support and engaging in client relationship management. Key skills include Service Desk management and ITIL best practices, along with proficiency in reporting tools. This hybrid position allows for flexible work arrangements while working with a dynamic team that values connection and growth.

Benefits

Competitive compensation package

Qualifications

• Proven experience of Service Delivery management in relevant environments.
• Strong understanding of ITIL processes including Incident Management.
• Experience generating Management Information using reporting tools.

Responsibilities

• Provide Service Delivery support across multiple clients.
• Conduct Service Performance reporting and analysis.
• Manage documentation and drive process improvements.

Skills

Service Desk management

ITIL best practices

Data-driven decision making

Client relationship building

Tools

ServiceNow

MS Power BI

Job description

London, UK
New City Court
Ground Floor, 20 St Thomas St
London, UK SE19RS, GBR

London, UK
New City Court
Ground Floor, 20 St Thomas St
London, UK SE19RS, GBR

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 ouremployees around the world.

The Opportunity:

ECI has an exciting opportunity for an experienced Service Delivery Manager to join our London team. In this role, you will act as a shared resource supporting multiple clients, ensuring that daily service operations run smoothly while maintaining high standards of client experience and service quality. The SDM will provide operational support & work closely with Global Service Delivery resources & will primarily provide support for the regional client management teams in London (Account Management, Regional Engineering & CTMs). ITIL understanding & best practices will be critical.

The role requires excellent communication & time-management skills, as well as attention to detail. This individual will be expected to face-off with clients directly & build relationships.

This is a hybrid role with a strong preference for candidates to be based in the London area.

What you will do:

• Service Delivery support (multi-client)
• Service Performance, reporting & analysis (Problem Management, RCA)
• Process review & Service Improvement
• Technical understanding of ECI products & client environments
• Key stakeholder in client CAB process (in some cases, the owner)
• Documentation management

Who you are:

• Experience of Service Desk and Service Delivery management, within either the Managed Service Provider space or financial services / trading environments.
• Strong ITIL understanding and experience with Incident Management, Change Management, and Problem Management
• Data driven decision making, advanced understanding of ITSM data , metrics and KPIs
• Experience with using reporting tools, such as ServiceNow and MS Power BI, and generating Management Information.
• Building, and leading client facing teams of individual contributors
• Financial and analytical acumen with a skillset aligned to running commercially viable technology services
• Knowledge of and experience of working within common IT Security standards including ISO27001 and Cyber Essentials plus

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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