Graduate
Delivery Manager
We are the world's first "Powered by Datadog" certified partner — a Datadog-native cloud managed service provider built for European tech-led SMBs. Our founders previously built and exited DevOpsGroup to Amdocs. We operate lean, move fast, and take observability seriously.
This is a graduate-entry delivery management role working directly under Andrew Philips, 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.
- 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.
- 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 ITIL, service management, or structured delivery frameworks
- Experience with project or service management tooling (Jira, Linear, Notion, or similar)
- Familiarity with cloud concepts — AWS, Azure, or basic infrastructure principles
- Exposure to ISO 27001 or similar compliance/governance frameworks
- Any customer-facing work experience — even outside tech
The best delivery managers we've worked with share one trait: they make complexity invisible to customers. When something goes wrong, the customer hears from you before they notice. When something's at risk, you've already escalated internally. You're not a gatekeeper — you're the person who makes sure both sides of the relationship get what they need.
You'll be working directly with Andrew Philips, COO — someone who has built and scaled a managed service before. You'll get real exposure to how a cloud MSP operates commercially and operationally, not a training programme or a shadow role. Expect to be given genuine ownership fast.
This isn't a purely administrative role. You'll be expected to develop a real working knowledge of cloud infrastructure, Datadog, and SRE practice over time — not to become an engineer, but to be a credible partner to the customers and technical teams you're working with every day.
Delivery Manager
Critical Support
Head of Delivery
Customer Success
Ready to apply?
Send a cover letter and your CV. The cover letter matters most: tell us what draws you to delivery management in a cloud MSP context, and how you think about keeping customers and technical teams aligned. No templates.