Service Delivery Manager (EMEA Managed Services)

TL;DR

Service Delivery Manager (EMEA Managed Services): Own day-to-day delivery for assigned EMEA Managed Services customers, with an accent on SLA/SLO monitoring, service governance reporting, and incident/escalation coordination. Focus on driving service improvement, translating storage/data protection/disaster recovery context for customers, and maintaining consistent outcomes across a matrix of technical and commercial stakeholders.

Location: United Kingdom

Company

hirify.global delivers intelligent data infrastructure, including unified storage and managed data services across major cloud platforms.

What you will do

• Act as the day-to-day service owner and primary service contact for assigned EMEA Managed Services customers.
• Monitor and maintain contractual SLAs/SLOs and key service metrics; ensure service levels are understood and consistently delivered.
• Prepare and deliver customer service operations reporting, chair monthly service review meetings, and provide weekly service updates.
• Coordinate operational follow-up with Storage Operations, Technical Support, Project Management, account teams, and customers; track actions/risks to closure.
• Lead customer communication and internal coordination during high-severity incidents; drive post-incident reporting and lessons learned.
• Drive service improvement plans, identify trends in incidents/performance/customer feedback, and contribute to process/tooling/portfolio improvements.

Requirements

• Proven experience in service delivery, service management, or customer-facing IT operations in a managed services environment.
• Strong understanding of ITIL and IT service management (incident, problem, change, service reporting, continual improvement).
• Customer-focused communication skills to build trust, manage expectations, and present service performance at operational and management levels.
• Ability to manage multiple customer priorities and coordinate in a matrix environment without direct line authority.
• Operational awareness of storage, data protection, disaster recovery, and cloud service concepts to translate service context for customers.
• Ability to work across EMEA time zones and obtain UK security clearances; onsite with the customer ideally twice per week.

Culture & Benefits

• Hybrid working environment with in-office/in-person expectations shared during recruitment.
• Emphasis on ownership, initiative, and impact.
• Flexibility to balance professional ambition and personal life.
• Training and certifications supported through required hirify.global training for the role.

Hiring process

• Applications are reviewed through the company website.
• Some stages may use AI tools to support candidate evaluation, with final decisions made by humans.