Service Delivery Manager

I am looking for a Service Delivery Manager with a strong background working for a Managed Service Provider (MSP) or in a Data Centre environment. You will own the customer-facing service relationship for our colocation, cloud, and managed infrastructure customers.

This is a technically focused role. You will need to be credible in front of our customers' IT and infrastructure teams, understand the systems underpinning the services we deliver (power, cooling, connectivity, virtualisation, backup/DR, security), and translate operational and incident data into meaningful insight for customers. You'll be the central point of accountability for service quality, working closely with the NOC, engineering, and data centre operations teams to ensure SLAs are met and technical risk is proactively managed.

Service Management

• Build deep, technically credible relationships with customers at all levels, from IT operations staff to senior technical and business stakeholders. You will become the go-to person for all service delivery matters.
• Own customer technical queries and incidents through to resolution, ensuring timely, accurate, and satisfactory outcomes.
• Be accountable for service quality and performance across colocation, cloud, network, and managed infrastructure services, ensuring capacity planning reflects customer growth,
• projects, and demand forecasts (power, rack space, connectivity, compute/storage).
• Monitor and validate the success of new services, changes, and infrastructure deployments against agreed technical and performance standards.
• Take an active role in major incident management, coordinating with NOC/engineering teams, driving clear technical communication to stakeholders, and producing root cause analysis (RCA) and post-incident reports for customers.
• Analyse incident and performance data (uptime, latency, capacity, ticket trends) to identify patterns, systemic risks, and improvement opportunities.
• Deliver technical service reviews (remote and on-site) covering SLA performance, infrastructure health, capacity trends, and roadmap alignment.
• Promote and explain new services (e.g. cloud, DR, security, connectivity) in technical terms relevant to each customer's environment.
• Support commercial growth by identifying technical upsell/cross-sell opportunities and contributing to Total Contract Value growth for assigned accounts.

Operational

• Develop and maintain technical service review documentation and reporting templates.
• Improve and expand customer feedback mechanisms, incorporating technical/operational metrics alongside satisfaction data.
• Use feedback and performance data to define customer-specific and business-wide KPIs/SLAs that genuinely reflect service quality.

Reporting

• Produce monthly customer satisfaction and service performance reports (SLA attainment, incident trends, capacity headroom).
• Develop and present service improvement plans to management, backed by data.
• Provide ad hoc technical and commercial reporting as required by customers or internal stakeholders.

Essential

• Proven experience in a Managed Service Provider (MSP) or Data Centre / colocation environment, ideally in a service delivery, technical account management, or operations facing role.
• Solid working understanding of data centre infrastructure fundamentals.
• Understanding of core managed IT services - networking/connectivity, virtualisation, cloud (public/private/hybrid), backup, and disaster recovery.
• Experience working with incident, problem, and change management processes (ITIL framework).
• Comfortable interpreting technical performance data (SLA/uptime metrics, ticketing trends, capacity reports) and translating it for both technical and non-technical audiences.
• Confident engaging directly with customers' technical teams and holding your own in infrastructure-related conversations.
• Strong written and verbal communication skills, with the ability to produce clear technical reports and service documentation.
• Excellent computer skills - comfortable with reporting/analysis tools (Excel, BI tools, ticketing/ITSM platforms such as ServiceNow).
• Detail-oriented, organised, and an effective collaborator across technical and commercial teams.

Desirable

• ITIL Foundation certification (or higher).
• Exposure to monitoring/observability tooling (e.g. SolarWinds, PRTG, Zabbix, Datadog, or similar).
• Familiarity with compliance/security standards relevant to data centres (ISO 27001, PCI DSS, SOC 2).
• Service Delivery or Project Management qualifications (e.g. ITIL, PRINCE2) beneficial but not mandatory.

What You Will Get

• Career & Growth
• Competitive salary
• The chance to shape a creative function inside a fast-scaling business
• Direct exposure to every area of the company
• Training and development throughout your time

Benefits

• 33 days annual leave
• Pension: 5% employee, 5% employer
• Life assurance at 4x salary
• Group income protection at 70% of salary for up to 2 years
• Help@Hand: remote GP, physiotherapy, nutritionist, and more
• Cycle to Work and EV car salary sacrifice schemes
• 6 fully expensed company events per year
• Option to donate to charity through salary