IT Service Delivery Manager

Salary: £60,000 - 80,000 per year

Requirements:

• 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, including networking/connectivity, virtualisation, cloud (public/private/hybrid), backup, and disaster recovery.
• Experience working with incident, problem, and change management processes within the ITIL framework.
• Comfortable interpreting technical performance data such as SLA/uptime metrics, ticketing trends, and 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, including reporting and analysis tools such as Excel, BI tools, and ticketing/ITSM platforms such as ServiceNow.
• Detail-oriented, organised, and an effective collaborator across technical and commercial teams.
• ITIL Foundation certification or higher is desirable.
• Exposure to monitoring and observability tooling such as SolarWinds, PRTG, Zabbix, Datadog, or similar is desirable.
• Familiarity with compliance and security standards relevant to data centres, such as ISO 27001, PCI DSS, or SOC 2, is desirable.
• Service Delivery or Project Management qualifications such as ITIL or PRINCE2 are beneficial but not mandatory.

Responsibilities:

• Own the customer-facing service relationship for colocation, cloud, and managed infrastructure customers.
• Build deep, technically credible relationships with customers at all levels, from IT operations staff to senior technical and business stakeholders.
• Act as 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.
• Ensure capacity planning reflects customer growth, projects, and demand forecasts across power, rack space, connectivity, compute, and storage.
• Take an active role in major incident management, coordinating with NOC and engineering teams.
• Drive clear technical communication to stakeholders during incidents.
• Produce root cause analysis and post-incident reports for customers.
• Deliver technical service reviews, both remote and on-site, covering SLA performance, infrastructure health, capacity trends, and roadmap alignment.
• Support commercial growth by identifying technical upsell and cross-sell opportunities.
• Contribute to Total Contract Value growth for assigned accounts.
• Develop and maintain technical service review documentation and reporting templates.
• Improve and expand customer feedback mechanisms, incorporating technical and operational metrics alongside satisfaction data.
• Use feedback and performance data to define customer-specific and business-wide KPIs and SLAs that reflect service quality.
• Produce monthly customer satisfaction and service performance reports, including SLA attainment, incident trends, and capacity headroom.

Technologies:

• Cloud
• Datadog
• Excel
• Incident Management
• Support
• ITIL
• ITSM
• Network
• Security
• ServiceNow
• Zabbix

More:

We are seeking an experienced IT Service Delivery Manager to own the customer-facing service relationship for colocation, cloud, and managed infrastructure customers. You will work closely with our NOC, engineering, and data centre operations teams to ensure SLA commitments are met and technical risk is proactively managed. This role requires strong credibility with customer IT and infrastructure teams, along with the ability to translate operational and incident data into meaningful customer insight. We offer 33 days annual leave, a pension contribution of 5% employee and 5% employer, life assurance at 4x salary, group income protection at 70% of salary for up to 2 years, access to Help@Hand services including remote GP, physiotherapy, and nutrition support, Cycle to Work and EV car salary sacrifice schemes, six fully expensed company events per year, and the option to donate to charity through salary.

last updated 33 week of 2026