ITSM Service Delivery Lead

Job Title: ITSM Service Delivery Lead

Location: UK All Areas (Remote Working Possible)

Salary: Competitive depending on experience

Job type: Full time, Permanent

Founded in 2016, Ekco is a global innovator in cloud solutions, working with integrity and a personal approach with customers and partners to deliver a comprehensive suite of end-to-end managed IT services.

In a few words, we take businesses to the cloud and back!

We have over 260 colleagues (and counting) across a number of regional offices in Ireland, the United Kingdom, and the Netherlands. Our team members enjoy collaboration in family-friendly working environments that support personal autonomy, development & goal-centred ambition, and an overall shared commitment to deliver market-leading cloud services.

We are currently searching for a talented and experienced ITSM Service Delivery Lead to help us build a new sub-team from scratch, to support new client acquisition, including building out SOPs, Policies, and a ServiceNow platform.

Responsibilities and Duties:

• Hiring and then leading a team of cloud services specialist engineers, delivering managed helpdesk support to customers
• Maintain ServiceNow platform and work with customers and account management to build required service reports as needed
• Collaboration with Ekco business units and stakeholders across the commercial and technical teams to support proposals and client solutions
• Build ITIL based process around numerous resolver groups across the Ekco business and 3rd party application specialists, in support of customers
• Act as an escalation point for client issues when required from the helpdesk team, and forward to appropriate resolver groups or individuals within the business
• Lead daily stand-ups with both commercial and technical teams as necessary to ensure the smooth operation of the desk and project deliverables maintain a schedule
• Hold regular review meetings with the team individuals
• Deliver KPI statistics and build reports to deliver key information on the desk performance each month to the senior management team and to the customers
• Help to build and maintain a Customer Satisfaction facility within the helpdesk solution and report on this regularly to senior management and customers

The successful Candidate will have/ be:

Essential

• Min 5 years’ experience working in an ITSM role for a technology company, managed services provider or IT support helpdesk
• Proven track record of building a team from scratch, and managing/developing that team
• Experience in supporting the growth of talented and skilled engineers while maintaining a highly engaged team
• Proven track record of building ITIL based process around service desk requests
• Ability to develop and document the long term service delivery strategy aligned with the customer and Ekco teams
• Experience in building change management and approval processes
• Experience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (e.g. in accordance with ISO27001)
• ITIL v3 or (preferably) v4 certification
• Previous use and configuration experience of ServiceNow, particularly ITSM, ITOM, ITAM and GRC modules
• Project management – background in one or both Prince2 or Agile SCRUM methodology
• High level of written and spoken English as well as high standard of documentation

Desirable

• Technical background with prior experience or exposure to some of our core technologies such as VMware, vSphere, Backup & Disaster Recovery (ideally Veeam and/or Zerto)
• Platform integration project experience – API based integration of multiple systems

Why Ekco?

• The biggest Irish Cloud Company and one of the fastest-growing cloud solution providers in Europe
• Young company with a flat structure, growing through acquisitions
• VMware & veeam top partner status
• Our company culture is exceptional and comes from a shared vision of delivering market-leading cloud services in an unbeatable work environment
• Flexible working with a family-friendly focus at the very core of our company values
• Beautiful office locations across the UK, Ireland, and the Netherlands (with parking spots) with highly talented, caring, and supportive colleague
• Work from home culture – even after COVID

Please Note:

STRICTLY NO AGENCIES.
We do not offer VISA sponsorship.

Ekco is an equal opportunities employer.

Please click on the APPLY button to complete your application at the Company’s careers page.

Candidates with the relevant experience or job titles of: IT Service Management, ITSM, Service Delivery Coordinator, IT Support Manager, IT Support Helpdesk, IT Operations Manager, 3rd Line Support Engineer, IT Services Manager, Cloud Solutions Engineer, IT Infrastructure Manager, Senior IT Service Delivery Analyst, Technical Service Manager, IT Manager, IT Lead, Cloud Services Manger may also be considered for this role.