At a Glance
- Tasks: Manage customer service delivery for cloud and infrastructure services, ensuring quality and performance.
- Company: Dynamic Managed Service Provider with a focus on innovation and customer satisfaction.
- Benefits: Competitive salary, 33 days leave, training, and exciting company events.
- Other info: Great career growth opportunities and a supportive team culture.
- Why this job: Be the key contact for customers and drive impactful service improvements in a fast-paced environment.
- Qualifications: Experience in MSP or Data Centre roles, strong communication, and technical skills required.
The predicted salary is between 60000 - 70000 £ per year.
I am looking for a Service Delivery Manager with a strong background working for a Managed Service Provider (MSP) or in a Data Centre environment.
You will own the customer-facing service relationship for our colocation, cloud, and managed infrastructure customers.
This is a technically focused role.
You will need to be credible in front of our customers' IT and infrastructure teams, understand the systems underpinning the services we deliver (power, cooling, connectivity, virtualisation, backup/DR, security), and translate operational and incident data into meaningful insight for customers.
You'll be the central point of accountability for service quality, working closely with the NOC, engineering, and data centre operations teams to ensure SLAs are met and technical risk is proactively managed.
- Service Management
- Build deep, technically credible relationships with customers at all levels, from IT operations staff to senior technical and business stakeholders.
You will become the go-to person for all service delivery matters.
- Own customer technical queries and incidents through to resolution, ensuring timely, accurate, and satisfactory outcomes.
- Be accountable for service quality and performance across colocation, cloud, network, and managed infrastructure services, ensuring capacity planning reflects customer growth,
- projects, and demand forecasts (power, rack space, connectivity, compute/storage).
- Monitor and validate the success of new services, changes, and infrastructure deployments against agreed technical and performance standards.
- Take an active role in major incident management, coordinating with NOC/engineering teams, driving clear technical communication to stakeholders, and producing root cause analysis (RCA) and post-incident reports for customers.
- Analyse incident and performance data (uptime, latency, capacity, ticket trends) to identify patterns, systemic risks, and improvement opportunities.
- Deliver technical service reviews (remote and on-site) covering SLA performance, infrastructure health, capacity trends, and roadmap alignment.
- Promote and explain new services (e. g. cloud, DR, security, connectivity) in technical terms relevant to each customer's environment.
- Support commercial growth by identifying technical upsell/cross-sell opportunities and contributing to Total Contract Value growth for assigned accounts.
- Operational
- Develop and maintain technical service review documentation and reporting templates.
- Improve and expand customer feedback mechanisms, incorporating technical/operational metrics alongside satisfaction data.
- Use feedback and performance data to define customer-specific and business-wide KPIs/SLAs that genuinely reflect service quality.
- Reporting
- Produce monthly customer satisfaction and service performance reports (SLA attainment, incident trends, capacity headroom).
- Develop and present service improvement plans to management, backed by data.
- Provide ad hoc technical and commercial reporting as required by customers or internal stakeholders.
Essential
- Proven experience in a Managed Service Provider (MSP) or Data Centre / colocation environment, ideally in a service delivery, technical account management, or operations facing role.
- Solid working understanding of data centre infrastructure fundamentals.
- Understanding of core managed IT services - networking/connectivity, virtualisation, cloud (public/private/hybrid), backup, and disaster recovery.
- Experience working with incident, problem, and change management processes (ITIL framework).
- Comfortable interpreting technical performance data (SLA/uptime metrics, ticketing trends, capacity reports) and translating it for both technical and non-technical audiences.
- Confident engaging directly with customers' technical teams and holding your own in infrastructure-related conversations.
- Strong written and verbal communication skills, with the ability to produce clear technical reports and service documentation.
- Excellent computer skills - comfortable with reporting/analysis tools (Excel, BI tools, ticketing/ITSM platforms such as Service Now).
- Detail-oriented, organised, and an effective collaborator across technical and commercial teams.
Desirable
- ITIL Foundation certification (or higher).
- Exposure to monitoring/observability tooling (e. g. Solar Winds, PRTG, Zabbix, Datadog, or similar).
- Familiarity with compliance/security standards relevant to data centres (ISO 27001, PCI DSS, SOC 2).
- Service Delivery or Project Management qualifications (e. g. ITIL, PRINCE2) beneficial but not mandatory.
- What You Will Get
- Career & Growth
- Competitive salary
- The chance to shape a creative function inside a fast-scaling business
- Direct exposure to every area of the company
- Training and development throughout your time
Benefits
- 33 days annual leave
- Pension: 5% employee, 5% employer
- Life assurance at 4x salary
- Group income protection at 70% of salary for up to 2 years
- Help@Hand: remote GP, physiotherapy, nutritionist, and more
- Cycle to Work and EV car salary sacrifice schemes
- 6 fully expensed company events per year
- Option to donate to charity through salary
Service Delivery Manager in Blantyre employer: Armstrong Talent Partners
As an IT Procurement & Process Lead, you will thrive in a dynamic work environment that prioritises employee well-being and professional growth. With a hybrid working model, generous annual leave, and industry-leading benefits like a comprehensive pension package and private medical insurance, our company fosters a culture of flexibility and support. Join us to play a pivotal role in enhancing our digital operations while enjoying unique perks such as subsidised onsite lunches and electric vehicle charging facilities.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Blantyre
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Armstrong Talent Partners values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Armstrong Talent Partners might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Armstrong Talent Partners!
✨Direct Apply to Armstrong Talent Partners
Let's not forget to apply directly through the Armstrong Talent Partners website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in Blantyre
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Armstrong Talent Partners.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Armstrong Talent Partners. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Armstrong Talent Partners
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
