Service Manager

Location: Battersea (Hybrid remote work available)
Salary: £50k – £55k + performance bonus
Benefits: Private medical insurance, pension scheme and 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.

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.

The responsibilities

Customer leadership and service governance

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

Performance management and continual improvement

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

Incidents, escalations and changes

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

AI-enabled delivery

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

The candidate

Essential skills

5+ years’ experience in technical service management within managed services, cloud, infrastructure, backup or resilience
Proven ability to run service governance, including 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
Ability to translate technical detail into clear, customer-friendly language
ITIL Foundation+ (ITIL 4 preferred) or equivalent practical service management experience

We’re looking for someone who is:

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

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, focussed 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.