Head of Service Delivery SA

3 weeks ago

Cape Town, Western Cape, South Africa Ekco Full time
About Ekco

Founded in 2016, Ekco is now one of the fastest-growing cloud solution providers in Europe.

We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients' existing technology investments.

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

We have over 1,000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland.

The Role

As the Head of Service Delivery – South Africa, you will be responsible for overseeing and driving world-class performance from a service desk supporting a segment of the Ekco UK customer base and the out of hours service desk team, both based in our Cape Town office. Additionally, you will be responsible for the Operations team who manage monitoring, backups, patching, and vulnerability remediation for all Ekco UK customers. This role will report directly to the Chief Delivery Officer for Ekco UK and will play a vital role in ensuring exceptional service delivery and continuous service improvement for the South African team.

Key Responsibilities
  • Lead and inspire a multi-functional 24x7 service consisting of an out of hours holistic delivery service, a specific customer segmented in hours support service, and an operations team responsible for monitoring, backups, and patching.
  • Foster a collaborative, inclusive, and high-performance culture across all teams.
  • Build talent pipelines by mentoring and developing team members for growth and succession.
  • Ensure adequate staffing, skills, and training plans to maintain peak performance in a 24x7 environment.
  • Accountable for the seamless operation of Ekco's 24x7 service desk, ensuring SLAs, KPIs, and contractual obligations are consistently met or exceeded.
  • Ensure the operations team delivers industry-leading services for monitoring, backups, patching, and vulnerability remediation.
  • Develop and maintain knowledge base articles, processes, and procedures for BAU support, onboarding, and offboarding of services.
  • Collaborate with the UK leadership team to align Cape Town operations with Ekco's global service delivery strategy.
  • Identify and implement process improvements to enhance productivity, efficiency, and service quality.
  • Develop and present operational performance reports with clear insights, trends, and recommendations.
  • Proactively identify and mitigate risks that may impact service delivery or operational performance.

The above responsibilities are not exhaustive and make up only those deemed as 'Key'. Other responsibilities should be expected as per the needs of the business.

The Person
  • Strong leadership skills with the ability to motivate and inspire a team.
  • Proven experience in a senior leadership role overseeing technical delivery functions, demonstrable experience managing highly technical individuals and remote staff.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with IT teams, business stakeholders, and senior management.
  • In-depth understanding of ITIL practices, monitoring tools, backup solutions, patching processes, and vulnerability management.
  • Ability to work in a fast-paced environment and handle multiple priorities.
  • Stays updated with industry trends and best practices in IT service management.
  • Dedicated to maintaining high levels of customer satisfaction and operational excellence.
  • Strong background in using data analytics to drive decisions, with the ability to interpret complex data and present actionable insights.
  • Proven ability to align operational processes with overarching business goals and drive long-term success.
Key Performance Indicators (KPIs)
  • SLA and KPI adherence for 24x7 and in-hours service desk teams.
  • Operational performance metrics, including successful patching, backup success rates, and vulnerability remediation timelines.
  • Employee engagement and retention within the Cape Town office.
Benefits/Perks
  • Time off - 25 days leave + public holidays
  • x1 day Birthday leave per year
  • Company Pension Scheme
  • Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
  • EkcOlympics - a global activity for fun
  • Learning & development - Unlimited access to Pluralsight learning platform
  • A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco
  • Microsoft's 2023 Rising Star Security Partner of the year
  • VMware & Veeam top partner status
  • Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
  • Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion, and belonging
  • We recognise the value of internal mobility and encourage opportunities for internal development & progression
  • Flexible working with a family-friendly focus are at the core of our company values

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