ITSM Product Manager

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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 950 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.

About the role

We are seeking a dedicated ITSM Product Manager whose primary role will be strategically supporting and maintaining the ITSM platform, ensuring it operates as a high-impact asset that contributes significantly to the success and growth of our managed services. This role requires a hands-on approach to the technical management of the system, a keen understanding of IT service, a keen understanding of IT service management, and a forward-thinking mindset to adapt to the evolving needs of a rapidly growing organisation.

Role Responsibilities

ITSM platform management: Ensure the robust operation, configuration, and systematic upkeep of the ITSM platform to meet current and emerging needs. Implement strategic enhancements, customisations, and system updates, maintaining high service availability and functionality.

Strategic IT service management : Leverage ITSM best practices to optimise service processes, contributing to the reliability, efficiency, and quality of service delivery to clients. Analyse performance indicators and operational metrics to drive continuous service improvement.

Support & maintenance leadership: Provide expert technical support, promptly addressing system issues to maintain optimal platform performance and user satisfaction. Lead routine maintenance activities, ensuring system integrity, compliance, and security.

Client onboarding & business integration: Streamline and manage the onboarding process for new clients, setting standards for excellence from the first point of engagement. Oversee the technical integration of new business acquisitions, ensuring consistency and uninterrupted service excellence.

Collaborative process improvement: Work closely with various departments to understand service utilization and areas for improvement, advocating for changes that enhance overall effectiveness. Document workflows and procedures, contributing to an institutional knowledge base and facilitating consistent service delivery.

Vendor & stakeholder engagement: Serve as the key liaison for the ITSM vendor relationship, managing contracts, service levels, and joint initiatives for platform enhancement. Communicate effectively with internal and external stakeholders, aligning platform capabilities with business objectives and client expectations.

About You

• Bachelor's degree in information technology, Computer Science, or a related field.
• Minimum of 5 years' experience in IT service management and ITSM administration.
• Certification in ITSM, preferably ITIL, is an advantage.
• Demonstrated experience in the support and maintenance of ITSM platforms.
• Proven ability in managing system enhancements and upgrades, with a focus on minimal service disruption and strong change control.
• Practical experience in the integration of new clients and businesses into an MSP environment.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with a track record of successful stakeholder engagement.
• Knowledge of FreshService ITSM solution would be an advantage.

Why Ekco

• Ranked as Ireland's 4th fastest growing technology company in the Deloitte Fast50 Awards
• VMware & Veeam top partner status
• Ekco are committed to cultivating an environment that promotes diversity, equity, 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

Employee perks

• Learning & development - Unlimited access to Udemy learning platform
• Time off - 25 days leave + public holidays
• x1 day Birthday leave per year
• Private Medical Healthcare (post probation)
• A lot of responsibilities & opportunities to grow (also internationally)
• Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice