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.This role is hybrid 3 days a week onsite, 2 remote for applicants located in Chicago, Dallas and New York. 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 standardsPosition RequirementsLead ECI's on-site service desk solution for a high profile clientDrives continuous improvement and efficiency across service operationsDevelop and maintain positive relationships with the client's IT management teamEnsure that the requirements of customers are met in an efficient and timely manner to the highest quality.Drive improving 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 clientCollaborate as an active team member with other departments providing services to the clientCreates an environment of effective communication & collaborationHelp to develop strategy for overall service delivery improvementsProvides strong, dynamic leadership that mentors develops and guides team members to achieve Customer Satisfaction goals in service deliveryFosters 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.Technical RequirementsExperience 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 servicesStrong ITIL understanding and experience with Incident Management, Change Management, and Problem ManagementData driven decision making, advanced understanding of ITSM data , metrics and KPIsExperience with using reporting tools, such as ServiceNow and MS Power BI, and generating Management Information.Building, and leading customer facing teams of individual contributorsFinancial and analytical acumen with a skillset aligned to running commercially viable technology servicesKnowledge of and experience of working within common IT Security standards including ISO27001 and Cyber Essentials plusAbout ECIECI'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 $120,000.00 annually with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401K 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!#LI-Onsite