Service Delivery Manager

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 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 and work closely with Global Service Delivery resources and will primarily provide support for the regional client management teams in London (Account Management, Regional Engineering & CTMs). ITIL understanding and best practices will be critical.

The role requires excellent communication and time‑management skills, as well as attention to detail. This individual will be expected to face‑off with clients directly and 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
• Client engagement & stakeholder management (client & ECI)

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.

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!

Love Your Job, Share Your Technology Passion, Create Your Future Here!

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