Service Delivery Manager

High Blantyre, Scotland G72, United Kingdom

Full-time Permanent Mid-Level

Posted 28 Jul 2026

About Data Vita

Data Vita is a next-generation cloud and infrastructure company operating from Tier III-certified data centres in Scotland. We work at the bleeding edge of AI adoption, automation, and how these technologies can be integrated into complex legacy environments to deliver genuine transformation.

Data Vita is the fastest growing technology company in Scotland, with plans to deploy and invest over £2 billion in the coming years. You would be joining at a relatively early stage of that trajectory. For the right person, this is a chance to build something from the ground up inside a business that is scaling fast.

About the Role

Data Vita is looking for a Service Delivery Manager with a strong background working for a Managed Service Provider (MSP) or in a Data Centre environment. You will own the customer-facing service relationship for our colocation, cloud, and managed infrastructure customers.

This is a technically focused role. You will need to be credible in front of our customers IT and infrastructure teams, understand the systems underpinning the services Data Vita delivers (power, cooling, connectivity, virtualisation, backup/DR, security), and translate operational and incident data into meaningful insight for customers. You will be the central point of accountability for service quality, working closely with the NOC, engineering, and data centre operations teams toensure SLAs are met and technical risk is proactively managed.

Success in this role means customers trust Data Vita not just as a supplier, but as a technical partner, someone who understands their infrastructure, anticipates issues before they bite, and can speak fluently about both the business and the technology.

Key Responsibilities

Service Management

• Build deep, technically credible relationships with customers at all levels, from IT operations staff to senior technical and business stakeholders. You will becomethe go-to person for all service delivery matters.
• Own customer technical queries and incidents through to resolution, ensuring timely, accurate, and satisfactory outcomes.
• Be accountable for service quality and performance across colocation, cloud,network, and managed infrastructure services, ensuring capacity planningreflects customer growth, projects, and demand forecasts (power, rack space,connectivity, compute/storage).
• Monitor and validate the success of new services, changes, and infrastructuredeployments against agreed technical and performance standards.
• Take an active role in major incident management, coordinating with NOC/engineering teams, driving clear technical communication to stakeholders, and producingroot cause analysis (RCA) and post-incident reports for customers.
• Analyse incident and performance data (uptime, latency, capacity, ticket trends) to identify patterns, systemic risks, and improvement opportunities.
• Deliver technical service reviews (remote and on-site) covering SLA performance,infrastructure health, capacity trends, and roadmap alignment.
• Promote and explain new Data Vita services (e.g. cloud, DR, security, connectivity) in technical terms relevant to each customer's environment.
• Support commercial growth by identifying technical upsell/cross-sell opportunities and contributing to Total Contract Value growth for assigned accounts.

Operational

• Develop and maintain technical service review documentation and reporting templates.
• Improve and expand customer feedback mechanisms, incorporating technical/operational metrics alongside satisfaction data.
• Use feedback and performance data to define customer-specific and business-wideKPIs/SLAs that genuinely reflect service quality.
• Material input and support of contract renewal discussions, including technical scoping of any change in service.
• Act as the liaison between customers and internal technical teams to resolve queries and escalations.
• Produce technical quotations and scope additional services (rack space, power, connectivity, cloud resources, DR) as required.
• Continuously challenge and work with internal teams to improve and modernise service…