Technical Service Delivery Manager - #2181211

I am looking for an experienced IT Service Delivery Manager to own the customer-facing service relationship for colocation, cloud, and managed infrastructure customers.

You will need to be credible in front of customer IT and infrastructure teams 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 operations teams to ensure SLA's 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).
• 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.
• Deliver technical service reviews (remote and on-site) covering SLA performance, infrastructure health, capacity trends, and roadmap alignment.
• 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.
• Produce monthly customer satisfaction and service performance reports (SLA attainment, incident trends, capacity headroom).

Essential

• Proven experience in a Managed Service Provider (MSP) environment, ideally in a service delivery, technical account management, or operations facing role.
• Solid working understanding of 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 (ISO 27001, PCI DSS, SOC 2).
• Service Delivery or Project Management qualifications (e.g. ITIL, PRINCE2) beneficial but not mandatory.