Service Manager

Location: Battersea (and remote working)
Salary: Competitive + performance bonus
Benefits: Private medical insurance
Start date: April 2025
Reports to: Global Service Manager
Hours of work: Full time
Experience: 3-5 years in Service Management
Language: English (Required)

The Role

We are currently seeking a skilled and motivated Service Manager to join our growing team. 

If your current role has become routine — focussed solely on keeping customers happy without the deeper purpose of ensuring they receive a world-class experience — we're offering something more meaningful.

The Service Manager role is integral to the team that ensure our services are exceeding customer expectations, service levels (SLAs) are met, customer satisfaction levels are the best in the industry and that the services we deliver remain relevant in meeting the customers' requirements. This is so our customers not only view Databarracks as a supplier, but as a key partner adding value at all times.

We believe in unlocking potential. Here, you’re not just another cog in the machine; you’re a valued contributor who’ll work directly with our talented Global Service Manager who’s committed to helping you sharpen your craft. This isn’t about churning out statistics; it’s about building meaningful relationships, mastering modern outreach tactics, and becoming the kind of Service Manager who gets mentioned at board level.

The Responsibilities

• Build personal relationships with customers at all levels within their organisation
• Ensure excellence of Service Delivery across all customers and services at all times
• Monitoring and reporting of performance of all services across all customers to the Global Services Manager and Client Services
• Identify and communicate issues and work with customers to ensure the best resolution
• Ensure any changes in Service Management are communicated to Commercial and Operational teams
• Ensure that the correct internal resources are created and included in delivery of services
• Communicate with engineers, managers and commercial teams to ensure the effective delivery of services
• Ensure Databarracks' and clients' long-term interests are met

The Candidate

The ideal candidate will have

• 3-5 years working in Technical Service Management
• ITIL V2 Managers or V3 Expert
• Working understanding of BaaS, DRaaS, Resilience and Cloud

Skills required

• Customer-focussed: you will have a strong focus on customer service, understanding the needs and requirements of our customers and stakeholders
• A strong communicator: you will be able to communicate effectively with both technical and non-technical stakeholders. You must be able to explain technical issues in a way that is easy to understand and be able to negotiate and resolve conflicts
• Accomplished in documentation skills: you will have a proven track record in doing so
• Commercially aware: you will be able to identify and communicate commercial opportunity
• Able to deliver effective training both internally and with clients
• Able to demonstrate a keen understanding of the technologies and systems that you are responsible for
• Able to demonstrate you have experience delivering continuous service improvements for the business and working towards SLAs and deadlines
• A proactive problem-solver with ability to quickly identify, understand and provide solutions to complex incidents

Personal qualities

• Highly organised with a strong attention to detail
• Demonstrate critical thinking and apply creative solutions to complex problems
• Ability to multi-task and context-switch effectively between different activities and priorities
• Ability to prioritise workloads to ensure that team targets are met
• Ability to learn quickly and share knowledge
• A strong team player
• Willing to learn on the job from peers and confident to ask for help when needed

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.

 

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