Technical Service Delivery Manager - AWS

The Company:

At Amber Labs, we are a cutting-edge UK and European technology consultancy that prioritises empowering autonomy, promoting experimentation, and facilitating rapid learning to provide exceptional value to our clients. Our company culture is centred around collaboration, where all colleagues, regardless of their role, work together to minimise risk and shorten delivery times. Our team consists of highly-skilled cross-functional consultants, analysts, and support staff.

Role Summary:

We are seeking an experienced Technical Service Delivery Manager with strong knowledge of AWS Cloud to manage the successful delivery of IT services, ensuring customer satisfaction, operational excellence, and continuous improvement. You will work closely with cross-functional teams including infrastructure, cloud operations, DevOps, and third-party vendors.

Key Responsibilities:

• Own and manage end-to-end service delivery for AWS-based and hybrid cloud solutions.
• Ensure SLAs, KPIs, and OLAs are met across services and platforms.
• Act as the primary escalation point for all service issues related to AWS and cloud infrastructure.
• Collaborate with Cloud Architects, DevOps Engineers, and Security teams to ensure robust and compliant service operations.
• Drive incident, problem, and change management processes using ITIL best practices.
• Manage technical teams and third-party vendors to deliver high-quality, cost-effective services.
• Implement and maintain service improvement plans (SIPs).
• Provide detailed reporting on service performance, risks, and improvement opportunities.
• Support onboarding of new cloud-based services and ensure operational readiness.
• Contribute to governance boards and represent service operations in technical discussions.

Required Skills and Experience:

• Proven experience as a Service Delivery Manager or similar role in a technical environment.
• Hands-on understanding of AWS services including EC2, S3, RDS, IAM, Lambda, CloudWatch, etc.
• Strong background in ITIL processes (Incident, Change, Problem, Configuration).
• Excellent stakeholder and vendor management skills.
• Strong understanding of service management tooling (e.g., ServiceNow, Jira).
• Experience managing hybrid environments (on-prem and cloud).
• Strong leadership, communication, and reporting skills.
• Ability to manage multiple priorities in a fast-paced environment.

Desirable Qualifications:

• AWS Certified (e.g., AWS Certified Solutions Architect – Associate or Professional).
• ITIL v4 Foundation or higher.
• Experience in Agile/DevOps environments.
• Knowledge of security frameworks and compliance (e.g., ISO27001, NIST, CIS).

Benefits:

• Competitive salary and performance-based bonus structure.
• Join a rapidly expanding start-up where personal growth is a part of our DNA.
• Benefit from a flexible work environment focused on deliverable outcomes.
• Receive private medical insurance through Aviva.
• Enjoy the benefits of a company pension plan through Nest.
• 25 days of annual leave plus UK bank holidays.
• Access Perkbox, a global employee rewards platform offering discounts, perks, and wellness resources.
• Participate in a generous employee referral program.
• A highly collaborative and collegial environment with opportunities for career advancement.
• Be encouraged to take bold steps and embrace a mindset of experimentation.
• Choose your preferred device, PC or Mac.

Diversity & Inclusion:

Here at Amber Labs, we are dedicated to fostering an inclusive and equitable workplace for all. Our commitment to diversity, equality, and inclusion includes valuing the unique experiences, perspectives, and backgrounds of all employees and creating an environment where everyone feels welcomed, respected, and valued. We prohibit all forms of harassment, bullying, discrimination, and victimisation and promote a culture of dignity and respect for all. We educate all new hires on our Diversity and Inclusion policies and ensure they are aware of their rights and responsibilities to create a safe and inclusive workplace. By taking these steps, we are dedicated to building a workplace that reflects and celebrates the diversity of our employees and communities.

This role at Amber Labs is a 12 Month salary based FTC position, and all employees are required to hold current SC. Please be advised that, at this time, we are unable to consider candidates who require sponsorship or hold a visa of any type.

What Happens Next?

Our Talent Acquisition Team will be in touch to advise you on the next steps. We have a two-stage interview process for most of our consultants. In certain cases, we may include a third and final stage, which is a conversation with the company Partners. This will only be considered if deemed necessary.