Service Delivery Manager (EMEA Managed Services)

Location: United Kingdom. Hybrid working with onsite customer attendance ideally twice per week, regular travel, and availability across EMEA time zones.

Company

hirify.global provides intelligent data infrastructure, unified storage, integrated data services, and cloud-aligned solutions for enterprise customers.

What you will do

• Own the day-to-day service delivery experience for assigned EMEA Managed Services customers.
• Build customer relationships and act as the primary service contact between customers, account teams, and Storage Operations.
• Monitor SLAs, SLOs, service metrics, incidents, risks, actions, and service dependencies.
• Prepare and present weekly updates, monthly service reviews, operational reports, and post-incident briefings.
• Coordinate high-severity incident communications, technical resources, problem resolution, and lessons learned.
• Drive service improvement plans and identify opportunities for service optimisation, growth, and renewal.

Requirements

• Experience in IT service delivery, service management, managed services, customer success, or customer-facing IT operations.
• Strong understanding of ITIL and service management practices, including incident, problem, change, reporting, and continual improvement.
• Experience managing customer service reviews, operational escalations, service reporting, and improvement actions.
• Ability to coordinate technical operations, support, project, account, and customer stakeholders in a matrix environment.
• Operational awareness of storage, infrastructure operations, data protection, disaster recovery, and cloud services.
• Ability to obtain UK security clearances and work across EMEA time zones; willingness to attend customer sites regularly.

Nice to have

• ITIL certification or practical ITIL experience.
• Familiarity with hirify.global technologies, Managed Services tools, service dashboards, or customer reporting platforms.
• Bachelor’s degree in Business, Information Technology, or a related field.

Culture & Benefits

• Hybrid working designed to support collaboration, connection, and flexibility.
• Autonomous work combined with collaboration across the wider EMEA Managed Services organisation.
• Training and certifications required for the role.
• Inclusive workplace focused on initiative, ownership, impact, and work-life balance.
• Opportunities to contribute customer feedback to service processes, tooling, and portfolio improvements.

Hiring process

• Applications are reviewed through the hirify.global company website.
• Some hiring stages may use AI-assisted evaluation tools alongside human decision-making; candidates may request an alternative process.