Graduate Delivery Manager

The delivery function at Critical Cloud needs to be built, not inherited. You'd be the first Graduate DM, working directly with the COO to build the processes, documentation, and customer relationships that hold the whole operation together. Real ownership from week one. Not a training programme.

Critical Support is our flagship managed service. This role owns the delivery of it, keeping customers informed, SLAs on track, and the operational engine running smoothly. It's the connective tissue between our SRE team and the customers they serve.

We are the world's first "Powered by Datadog" accredited MSP, a Datadog-native cloud managed service provider built for European tech-led SMBs. Our founders have scaled and exited multiple technology businesses. We operate lean, move fast, and take observability seriously.

This is a graduate-entry delivery management role working directly under Andrew Phillips, COO. You'll own the customer-facing side of service delivery, onboarding, reporting, service reviews, escalation management, and the processes that hold everything together. You won't be writing Terraform, but you'll need to understand what our engineers are doing well enough to represent it to customers and flag when something's off.

24/7 observability across customer infrastructure. Alerts, dashboards, and SLOs configured and maintained by our SRE team.

Managed AWS and Azure environments. Incident response, change management, and infrastructure operations on behalf of the customer.

Structured SEV-based incident response with postmortem discipline, customer communications, and SLA accountability under our IMS framework.

• Own the end-to-end delivery experience for a portfolio of Critical Support customers, you're the face of the service
• Lead customer onboarding: coordinate across SRE, commercial, and the customer's technical team to get new accounts live and well-instrumented
• Run monthly and quarterly service reviews, preparing reporting packs, presenting SLA/SLO performance, and identifying improvement actions
• Track and manage service delivery against contracted SLAs, escalating to the SRE team and COO when at risk
• Act as the first escalation point for customer concerns, triaging, communicating, and coordinating resolution without technical hand-holding
• Maintain the change management calendar: coordinating planned changes, customer approvals, and CAB participation in line with our ISO 27001 IMS
• Own service delivery documentation, runbooks, onboarding packs, RACI matrices, and meeting records, kept accurate and audit-ready
• Work with the COO on service improvement initiatives: identifying patterns in incidents, customer feedback, and operational metrics to sharpen delivery
• Support the commercial team with renewal and upsell context, you'll know your customers better than anyone
• Contribute to developing and refining Critical Cloud's delivery processes as we scale the customer base

Highlighted stages are where you have primary ownership.

• Customer Onboarding
• Service Governance
• Reporting & Reviews
• Renewal & Growth

• SLA Adherence
• Customer Health
• CSAT & NPS
• Onboarding
• Time to Live
• Days from contract to monitored
• Retention
• Net Revenue Retention
• Renewals & expansions

• A degree in any discipline, Business, Management, Engineering, or Computer Science all fit well
• Exceptional written and verbal communication, you'll be in front of customer CTOs and technical teams
• Natural organisational instinct: you track things, follow up without being chased, and hate loose ends
• Comfortable working with data: producing reports, spotting trends, and presenting findings clearly
• Tech-literate enough to understand what our SREs are doing, curiosity matters more than deep knowledge
• Right to work in the UK without sponsorship

• Placement year or internship in a technical or IT services environment
• Awareness of service management or structured delivery practice
• Experience with project or service management tooling (Jira, Linear, Notion, or similar)
• Familiarity with cloud concepts, AWS, Azure, or basic infrastructure principles
• Exposure…