Location & Salary
Location: Battersea (Hybrid remote work available)
Salary: £50k – £55k + performance bonus
Benefits: Private Medical Insurance, pension scheme + more
Start Date: ASAP
Reports to: Head of Service Management
Hours of work: Full Time
Experience: 5+ years
Language: English (Required)
Why this role matters
When things go wrong, our customers need calm leadership, clear communication, strong governance and a partner who keeps promises under pressure.
Databarracks helps organisations stay operational through backup, disaster recovery, cloud resilience and business continuity.
We are hiring a Service Manager to take ownership of service delivery for a portfolio of customers, run effective service governance and drive meaningful improvements in performance and customer confidence.
This role suits someone who is commercially aware, technically curious and genuinely enjoys being the person customers trust when it matters.
About Databarracks
We are leaders in business resilience and disaster recovery. What makes us different?
Our people. We’re a collaborative, close‑knit team that values integrity, curiosity and customer care above all. We’re growing fast and we want people who are excited to grow with us.
The Role
This is a hands‑on, customer‑facing Service Manager role in a technical managed services environment. You will own service delivery for a defined portfolio, typically including senior stakeholders and regulated environments. You will run service governance, lead escalations and major incident communications when required and coordinate internal teams to maintain performance and credibility.
You will be measured on outcomes, not noise: service performance, customer confidence, quality of communication, risk management and delivery of service improvements.
We work in a modern, AI‑enabled way and expect you to use AI tools to work smarter, communicate better and deliver insight faster.
What you’ll do
- Own end‑to‑end service delivery for a portfolio of customers, acting as their primary service contact
- Build trusted relationships at multiple levels including operational leads and senior decision‑makers
- Run structured service reviews (monthly and quarterly as appropriate), including agenda planning, reporting, insight, actions and follow‑through
- Translate service performance into clear narrative: what happened, what it means, what we are doing next
- Maintain accurate stakeholder maps and customer objectives so we stay aligned to what matters most
- Monitor service performance, trends and risk signals, intervening early rather than reacting late
- Create and manage service improvement plans and ensure actions are delivered, evidenced and communicated
- Improve the way we work by refining playbooks, reporting, service review formats and comms templates
- Escalate effectively and proportionately, with the right people involved at the right time
- Lead customer‑facing communication during escalations and major incidents, ensuring timely, factual and calm updates
- Coordinate post‑incident actions with engineering and operations, ensuring learning is captured and improvements are implemented
- Ensure service‑related changes are communicated clearly to customers and internal teams, including impact, risk and readiness
- Balance the customer’s needs with Databarracks’ long‑term service commitments and commercial interests
- Use AI tools responsibly to increase speed and quality of delivery, such as drafting and refining customer communications, summarising incident timelines, turning service data into insight and automating repetitive reporting tasks
- Validate outputs, apply judgement and follow confidentiality and data handling requirements at all times
What we’re looking for
- 5+ years’ experience in technical Service Management within managed services, cloud, infrastructure, backup or resilience
- Proven ability to run service governance: 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
- Comfortable translating technical detail into clear customer language
- Calm and structured during incidents and high‑pressure situations
- Proactive and ownership‑led: you spot problems early, drive actions and close loops
- Strong communicator and relationship builder, able to negotiate, influence and resolve conflict professionally
- Organised and adaptable: able to prioritise, context‑switch and manage competing demands
Qualifications (preferred)
- ITIL Foundation+ (ITIL 4 preferred) or equivalent practical service management experience
What you’ll get
- Hybrid working and genuine support for work‑life balance
- Development and progression, including mentoring from an experienced Head of Service Management
- The chance to make a visible impact on customer outcomes in a business‑critical area
- A collaborative, close‑knit team with high standards
- Private medical insurance and performance bonus
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.
Ready to apply?
If you want to do more than keep customers “happy” and instead build trust, drive improvements and deliver resilience when it matters most, we would love to hear from you.
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