We’re growing the customer base and the delivery function needs to scale with it. This isn’t a shadow role or a training programme, you’ll own a portfolio of accounts from day one, working directly with the COO to raise the bar on how we deliver Critical Support. If you’ve got experience running customer relationships in a technical services environment and you want real ownership, this is the role.
About the Role
Critical Support is our flagship managed service: 24×7 cloud operations for tech-led businesses, with Datadog at the core. This role owns the delivery of it: keeping customers informed, SLAs on track, and the operational engine running smoothly.
We are the world’s first “Powered by Datadog” accredited MSP, a Datadog-native cloud managed service provider built for European tech-led SMBs. Our founders have scaled and exited multiple technology businesses. We operate lean, move fast, and take observability seriously.
You’ll manage a portfolio of Critical Support customers, sitting between our SRE team and the engineering leaders, CTOs, and platform teams on the customer side. You bring the service together: onboarding new accounts, running service reviews, managing escalations, and making sure customers consistently get the value they contracted for.
You don’t need to be an engineer, but you do need enough technical understanding to represent what our SREs are doing credibly and to know when something deserves more urgency than it’s getting.
What You’re Delivering
24/7 observability across customer infrastructure. Alerts, dashboards, and SLOs configured and maintained by our SRE team.
Cloud Operations
Managed AWS and Azure environments. Incident response, change management, and infrastructure operations on behalf of the customer.
Structured SEV-based incident response with postmortem discipline, customer communications, and SLA accountability under our IMS framework.
What You’ll Do
- Own the end-to-end delivery experience for a portfolio of Critical Support customers, you’re the face of the service
- Lead customer onboarding: coordinate across SRE, commercial, and the customer’s technical team to get new accounts live and well-instrumented
- Run monthly and quarterly service reviews, preparing reporting packs, presenting SLA/SLO performance, and agreeing improvement actions
- Track and manage service delivery against contracted SLAs, escalating proactively before breaches occur rather than explaining them after
- Act as the first escalation point for customer concerns, own the problem, coordinate resolution, communicate throughout, and close the loop
- Maintain the change management calendar: coordinating planned changes, customer approvals, and CAB participation in line with our ISO 27001 IMS
- Own service delivery documentation, onboarding packs, runbooks, RACI matrices, and meeting records, kept accurate and audit-ready
- Identify patterns across your portfolio, recurring incident types, customer risk signals, onboarding friction and bring improvement proposals to the COO
- Feed renewal and expansion context to the commercial team, you’ll have the clearest view of customer health and unmet needs
- Help shape the delivery practice as we scale: what we do for five customers needs to work cleanly for twenty
Service Lifecycle Ownership
Highlighted stages are where you have primary ownership.
- 01 Customer Onboarding
- 02 Service Governance
- 03 04 05 06 (internal references to stages)
- 05 Reporting & Reviews
- 06 Renewal & Growth
Metrics You’ll Own
- SLA Adherence
- Customer Health
- CSAT & NPS
- Onboarding
- Time to Live
- Days from contract to monitored
- Retention
- Net Revenue Retention
- Renewals & expansions
Must Have
- 1–3 years of experience in a customer-facing role, delivery management, account management, service management, or similar in a technical or IT services context
- Proven ability to manage multiple customer relationships simultaneously without losing attention to detail
- Strong written and verbal communication, you’ll be presenting to customer CTOs, technical leads, and executive stakeholders
- Experience producing and presenting service reports, SLA summaries, or similar operational documentation
- Comfortable working across technical and commercial teams: you understand enough to translate between them
- Organised and self-directed, you track your own commitments, follow up without being chased, and close loops
- Right to work in the UK without sponsorship
Nice to Have
- Experience in a managed service provider, cloud consultancy, or IT services environment
- Exposure to cloud infrastructure concepts, AWS, Azure, or equivalent, sufficient to follow a technical conversation
- Familiarity with ISO 27001 or service management and structured delivery practice
- Experience with service management or project tooling (Jira, Linear, Notion, or similar)
- Any direct experience with Datadog or comparable observability platforms
Who Thrives Here
The best delivery managers share one trait: they make complexity invisible to customers. When something goes wrong, the customer hears from you before they notice. When something’s at risk, you’ve already escalated internally. You’re not a gatekeeper, you’re the person who makes sure both sides of the relationship get what they need, every time.
You don’t need to come from a cloud background. You need to be technically curious enough to understand what our engineers are doing and to know when to push back on technical timelines that don’t add up. That credibility is built over time, and we’ll support it with funded certifications.
This role reports directly to Andrew Phillips, COO. You’ll have real visibility into how the business operates commercially and operationally, and genuine influence over how the delivery practice evolves as we scale.
Start
JuniorDelivery Manager
Year 1–2
Delivery ManagerCritical Support
Year 2–3
Senior DM orHead of Delivery
Year 3+
VP Delivery orCustomer Success
Base salary DOE
Remote -first
UK-based, async-friendly
Certs funded
- 25 days holiday + bank holidays plus a paid day off in your birthday month, taken in the month it falls
- Holiday grows with tenure: +1 day per year after your second work anniversary, up to 28 days total
- Enhanced maternity pay: 26 weeks at your full basic salary
- Enhanced paternity pay: 2 weeks at your full basic salary
- Datadog, AWS, and Azure certifications funded by the company, contractual, not discretionary
- Flexible working requests from your first day of employment, statutory right, supported in full
- Company-provided laptop and peripherals, set up before you start
How We Work
Customer First
Every decision about how you run a service review or handle an escalation starts with: what does this look like from the customer’s side? If the customer doesn’t know we’re working on their problem, we’re not communicating enough.
Own the Problem
When a customer raises an issue, you don’t pass it to the SRE team and wait. You track it, update the customer proactively, and elevate if it’s not moving. Problems don’t get passed along, they get owned until they’re resolved.
Earn Trust by Delivering
Every SLA report and service review is a moment where the customer decides whether to trust us with more. Consistency builds that trust. Deliver on the basics, every time, and the relationship compounds.
Move with Urgency
A slow response to a customer question creates anxiety that compounds. Even “we’re looking at it” is better than silence. Speed of communication is itself a service quality metric, and it’s one you own directly.
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