Service Delivery Manger

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.

This role is hybrid 3 days a week onsite, 2 remote for applicants located in Chicago and Dallas. Applicants located in Los Angeles, San Francisco or Minneapolis will be remote.

We are looking for a proven Service Delivery Manager with a track record for improving operational performance and delivering world class service against the commitments of clients’ contracted services, with a background in the financial services or the Managed Service Provider (MSP/MSSP) space.

A key management role within the technology service delivery team, working with the Client Technology Manager, and their teams to determine best practices and process improvements in a client‑centric environment. The role requires a strong aptitude towards team management, training, performance management, ticketing systems/processes, and knowledge and experience of ITIL best practices.

Accountable for all aspects of service delivery, you will ensure that contracted service levels are met for key clients managed by the dedicated on‑site support team. Responsible for IT Support Desk strategy definition and implementation including policy, process, automation, shift left and performance standards.

• Lead ECI’s on‑site service desk solution for a high profile client
• Drive continuous improvement and efficiency across service operations
• Develop and maintain positive relationships with the client’s IT management team
• Ensure that the requirements of customers are met in an efficient and timely manner to the highest quality.
• Improve KPIs of the dedicated Service Desk and related service delivery functions on a monthly basis and meet all SLA terms that have been agreed with the client
• Collaborate as an active team member with other departments providing services to the client
• Create an environment of effective communication & collaboration
• Help develop strategy for overall service delivery improvements
• Provide strong, dynamic leadership that mentors, develops and guides team members to achieve Customer Satisfaction goals in service delivery
• Foster an inclusive environment that values differences and creates a sense of belonging and appreciation for team members, as well as a culture of trust, transparency and learning.

• Experience of Service Desk and Service Delivery management, within either the Managed Service Provider space or financial services / trading environments.
• Experience managing a team delivering business‑to‑business IT support services.
• 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 Service Now and MS Power BI, and generating Management Information.
• Building, and leading customer‑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 ISO
  27001 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 the range for this role is a maximum of $ annually with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401(k) 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!!

Equal Opportunity Employer

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