AI-Enhanced Service Delivery Leader

Databarracks; Greater London; Híbrido; GBP 60 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

25 days holiday

Performance related bonus

Private Medical

Resumo da oferta

Databarracks in London is seeking a Senior Service Manager to own service delivery for a portfolio of customers, including senior stakeholders and regulated environments. In this hands-on, customer-facing role, you’ll build trusted relationships, run effective service governance and coordinate internal teams to maintain service performance.

During escalations and major incidents, you’ll provide calm leadership and clear communication, balancing customer needs with our service commitments and

Qualificações

• At least five years’ technical Service Management experience within managed services, cloud, infrastructure, backup or resilience.
• Experience managing SLAs, service reviews, reporting, escalations and continual improvement.
• Confident stakeholder management across technical and non-technical audiences, including senior customer contacts.
• Working knowledge of BaaS/DRaaS, resilience and cloud concepts, with ability to explain technical detail clearly.
• Calm, structured approach under pressure with ownership to spot problems early and drive action.
• Strong communication and relationship-building, including negotiation and conflict resolution.
• Organisation and adaptability, prioritising and managing competing demands.
• Commercial awareness, curiosity and interest in using AI to improve delivery.
• English language proficiency.

Responsabilidades

• Customer relationships and governance: Act as the primary service contact, building relationships with operational leads and senior decision-makers. Maintain stakeholder maps and customer objectives, and run monthly or quarterly service reviews covering agendas, reporting, insights, actions and follow-through. Explain performance clearly: what happened, what it means and what comes next.
• Performance and improvement: Monitor service performance, trends and risks, intervening early. Own service improvement plans, ensuring actions are delivered, evidenced and communicated. Refine playbooks, reporting, service reviews and communication templates, and accelerate proportionately with the right people involved at the right time.
• Incidents and escalations: Lead timely, factual and calm customer communications during major incidents and escalations. Coordinate post-incident actions with engineering and operations, capturing lessons and ensuring improvements are implemented.
• Change management: Communicate service changes clearly to customers and internal teams, covering impact, risk and readiness while balancing customer needs with Databarracks' long-term commitments and commercial interests.
• AI-enabled delivery: Use AI to draft and refine communications, summarise incident timelines, analyse service data and automate repetitive reporting. Validate outputs, apply professional judgement and follow confidentiality and data-handling requirements at all times.

Conhecimentos

Service Management

Stakeholder management

Communication

Incident management

Change management

AI in delivery

Commercial awareness

Organisational skills

English language proficiency

Formação académica

ITIL Foundation or above

Descrição da oferta de emprego

Databarracks in London is seeking a Senior Service Manager to own service delivery for a portfolio of customers, including senior stakeholders and regulated environments. In this hands-on, customer-facing role, you’ll build trusted relationships, run effective service governance and coordinate internal teams to maintain service performance.

During escalations and major incidents, you’ll provide calm leadership and clear communication, balancing customer needs with our service commitments and