At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery in a dynamic environment.
- Company: Join Intercity Technology, a trusted partner in secure tech solutions.
- Benefits: Enjoy 33 days holiday, annual pay reviews, and a vibrant social calendar.
- Other info: Hybrid working model with opportunities for professional growth and development.
- Why this job: Make a real impact by driving service improvements and building strong customer trust.
- Qualifications: Experience in service delivery and a knack for data-driven decision making.
The predicted salary is between 45000 - 55000 £ per year.
At Intercity, service delivery is about trust, accountability and doing right by customers, every day. We are looking for a Service Delivery Manager who can own customer relationships end to end, bring structure where it's needed and calmly drive better outcomes when things get complex. This is a hands-on role with real influence, not a reporting-only position.
You will manage a portfolio of Communications and Managed Services customers and be the person they trust to keep things running well, improve what isn't and speak plainly when it matters. This role is based in our Birmingham office, we offer hybrid working with 3 days on site per week.
Key Responsibilities:- You will be the main point of contact for your customers and the person accountable for how service lands day to day.
- Build strong, honest relationships with customers at all levels.
- Lead service reviews and governance meetings that actually lead to action.
- Use service data to spot issues early and improve performance over time.
- Be the customers voice internally and hold teams to account on delivery.
- Own SLAs, KPIs, incidents and problem management outcomes.
- Identify service risks and deal with them before they escalate.
- Make sure services meet contractual and ITIL expectations.
- Support commercial conversations around renewals, changes and growth.
- Work closely with operations, account teams and presales to shape better services.
You will be trusted to make decisions, challenge when needed and keep customers confident in the service they receive.
What we are looking for:- Solid experience as a Service Delivery Manager in IT or Managed Services.
- Understanding of ITIL and service governance in practice, not just theory.
- Comfortable dealing with senior stakeholders and difficult conversations.
- Ability to use data to drive decisions, not just report on it.
- Takes ownership and stays calm when things don't go to plan.
- Understanding of the commercial side of service delivery and cost to serve.
- Driving license is desirable.
- An ITIL qualification is useful but practical experience matters more.
- 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- All-company bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference. Intercity is a technology solutions partner that isn't all about tech. It's about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
Our vision is to be the best technology partner to work for and with. We are really proud of our achievements so far: Customer Net Promoter Score of +92, Gold Award Investors in People Accreditation, Employer of the Year 2025 - British Business Excellence Award, Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance.
We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We are proud to be committed to equal opportunities and welcome all applications.
As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner.
Service Delivery Manager in Birmingham employer: All The Top Bananas
Intercity Technology is an exceptional employer, offering a dynamic work environment in Birmingham where service delivery is rooted in trust and accountability. With a strong focus on employee development, generous benefits including 33 days of holiday and an all-company bonus scheme, and a commitment to sustainability, we empower our Service Delivery Managers to build meaningful relationships with customers while driving impactful outcomes. Join us to be part of a passionate team dedicated to delivering extraordinary results.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
