Service Manager

The Role

Are you a Service Manager with a fantastic track record of 3-5+ years of experience smashing your KPIs. Your role would be to ensure that our customers receive the best service in the industry.

If your current role has become routine — focused solely on keeping customers happy without deeper purpose of ensuring they receive a world class experience — we're offering something more meaningful.

We believe in unlocking potential. Here, you’re not just another cog in the machine; you’re a valued contributor who’ll work directly with our talented Global Service Manager who’s committed to helping you sharpen your craft. This isn’t about churning out statistics; it’s about building meaningful relationships, mastering modern outreach tactics, and becoming the kind of service manager who gets mentioned at board level.

The Responsibilities

• Build personal relationships with customers at all levels within their organisation
• Ensure excellence of Service Delivery across all customers and services at all times
• Monitoring and reporting of performance of all services across all customers to the Global Services Manager and Client Services
• Identify and communicate issues and work with customers to ensure the best resolution
• Ensure any changes in Service Management are communicated to Commercial and Operational teams
• Ensure that the correct internal resources aware and included in delivery of services
• Communicate with engineers, managers and commercial teams to ensure the effective delivery of services
• Ensure the client’s and Databarracks long term interests are met

The Candidate will be:

• Driven & innovative: You know service management isn’t just about dialling numbers. You’re comfortable analysing metrics, iterating playbooks, and continuously tweaking strategies to improve outcomes that make life easier for our customers
• People-focused & fun-loving: You can push for peak performance without sacrificing culture. You’ll be a key part of the department and wider team who people enjoy working with and learning from
• A strong communicator: you will be able to communicate effectively with both technical and non-technical stakeholders. You must be able to explain technical issues in a way that is easy to understand and be able to negotiate and resolve conflicts
• A proactive problem-solver with ability to quickly identify, understand and provide solutions to complex incidents

Skills required

• Ability to multi-task and context-switch effectively between different activities and priorities
• Ability to learn quickly and share knowledge
• Ability to prioritise workload to ensure that team targets are met
• A strong team player
• Willing to learn on the job from peers and confident to ask for help when needed

Our purpose is ensure our customers can sleep at night. If you’re willing to ensure that happens please apply!

The Company

Databarracks is an IT Resilience managed service provider based in South West London. We do more than just protect technology – we enable our customers to get on with what they do best when the worst happens. We have grown substantially winning new business and industry awards typical of companies many times our size. We did this by maintaining a small company ethos and hiring clever, motivated people who are invested in what they do and fun to be around.

We're a tight, focused team, with the internal resources to provide meaningful opportunities for progression and on-the-job training. Some of our most senior staff members started in entry-level positions and have, through a combination of personal drive and internal support, made leaps up the career ladder.