Backup Service Delivery Manager
Remote (quarterly travel)
£65,000 - £70,000
VIQU have partnered with a leading data protection provider specialising in managed backup, disaster recovery, and cyber recovery services.
They are seeking a Backup Service Delivery Manager to join their Service Operations Team. In this client-facing role, the manager will work with C-suite executives, lead QBRs and service reviews, and ensure services exceed SLAs and key metrics. The successful candidate will drive service improvements, collaborate with business teams, and identify upsell opportunities. Strong technical knowledge of backup environments, excellent customer relationship skills, and attention to detail in data analysis are key to success.
Key Responsibilities of the Backup Service Delivery Manager:
1. Lead QBRs and service reviews, ensuring services exceed SLAs and key performance metrics.
2. Act as an escalation point for high-priority incidents, driving swift resolution and service improvements.
3. Identify upsell opportunities and collaborate with business teams to enhance service offerings.
4. Review onboarding processes, customer roadmaps, and infrastructure changes to anticipate service impacts.
5. Communicate vendor/product updates and highlight their benefits to customers.
6. Utilise product portals to track metrics, analyse data, and expla...