Senior Service Manager

Location: Battersea, South West London – hybrid working Salary: £60,000–£70,000 plus performance bonus Hours: Full-time Reports to: Head of Service Management We’re looking for a Senior Service Manager to own service delivery for a portfolio of customers, including senior stakeholders and regulated environments. In this hands-on, customer-facing role, you’ll build trusted relationships, run effective service governance and coordinate internal teams to maintain service performance.

During escalations and major incidents, you’ll provide calm leadership and clear communication, balancing customer needs with our service commitments and commercial interests. Success will be measured through service performance, customer confidence, communication quality, risk management and delivered improvements. You’ll also use AI responsibly to work more efficiently and turn service information into useful insight.

Customer relationships and governance: Act as the primary service contact, building relationships with operational leads and senior decision-makers. Maintain stakeholder maps and customer objectives, and run monthly or quarterly service reviews covering agendas, reporting, insights, actions and follow-through. Explain performance clearly: what happened, what it means and what comes next.

Performance and improvement: Monitor service performance, trends and risks, intervening early. Own service improvement plans, ensuring actions are delivered, evidenced and communicated. Refine playbooks, reporting, service reviews and communication templates, and escalate proportionately with the right people involved at the right time.

Incidents and escalations: Lead timely, factual and calm customer communications during major incidents and escalations. Coordinate post-incident actions with engineering and operations, capturing lessons and ensuring improvements are implemented. Change management: Communicate service changes clearly to customers and internal teams, covering impact, risk and readiness while balancing customer needs with Databarracks’ long-term commitments and commercial interests.

AI-enabled delivery: Use AI to draft and refine communications, summarise incident timelines, analyse service data and automate repetitive reporting. Validate outputs, apply professional judgement and follow confidentiality and data-handling requirements at all times. At least five years’ technical Service Management experience within managed services, cloud, infrastructure, backup or resilience.

Proven experience managing SLAs, service reviews, reporting, escalations and continual improvement. Confident stakeholder management across technical and non-technical audiences, including senior customer contacts. Working knowledge of Backup as a Service (BaaS), Disaster Recovery as a Service (DRaaS), resilience and cloud concepts, with the ability to explain technical detail clearly.

A calm, structured approach under pressure, with the ownership to spot problems early, drive action and follow through. Strong communication and relationship-building skills, including negotiation, influencing and professional conflict resolution. Organisation and adaptability, with the ability to prioritise, switch between tasks and manage competing demands.

Commercial awareness, technical curiosity and an interest in using AI to improve delivery. English language proficiency. Preferred: ITIL Foundation or above, ideally ITIL 4, or equivalent practical service management experience. Hybrid working 25 days holiday Performance related bonus Private Medical Private Pension 5% employer contribution Bike to work scheme Electric vehicle scheme