At a Glance
- Tasks: Manage customer relationships and ensure smooth service delivery in a dynamic environment.
- Company: Intercity Technology, a leader in secure communications and managed services.
- Benefits: 33 days holiday, annual pay reviews, company bonus scheme, and employee assistance programme.
- Other info: Hybrid working model with opportunities for career growth and a focus on sustainability.
- Why this job: Be the trusted point of contact for customers and drive impactful service improvements.
- Qualifications: Strong operational background in IT or Managed Services and experience managing medium-sized customer bases.
The predicted salary is between 45000 - 55000 £ per year.
We are looking for a Service Delivery Manager who can 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. You will be confident to own customer relationships end to end, bring structure where it's needed, and calmly drive better outcomes when things get complex. This role will suit someone with a strong operational background in IT or Managed Services such as service desk management or a team leader/service analyst/service coordinator who wants to step up into service delivery.
This role can be based in our Birmingham or Bolton office, we offer hybrid working with 3 days on site per week. You'll be working in a team of 5, with no direct reports, with a focus on establishing what good service delivery looks like. At Intercity, service delivery is about trust, accountability, and doing right by customers, every day.
Key Responsibilities as a Service Delivery Manager:- You’ll 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 customer's 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.
Requirements:- Strong operational background such as service desk management in IT or Managed Services.
- Experience of managing customers with 300-500 users.
- Solid awareness of ITIL and service governance in practice, not just theory.
- Hands-on approach.
- Takes ownership and stays calm when things don't go to plan.
- 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.
About The Company: 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. 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. 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, for more information please see our privacy policy on our website.
Senior Service Delivery Manager (Working from home) in Adlington employer: Intercity Technology Limited
Intercity Technology Limited is an excellent employer, offering a dynamic work environment in Hurley where innovation meets collaboration. With a strong focus on employee growth, the company provides extensive benefits such as 33 days of holiday and annual pay reviews, fostering a culture that values trust and service excellence. Join us to be part of a team that prioritises your professional development while delivering top-notch IT and Managed Services to our valued customers.
Contact Details:
Intercity Technology Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Delivery Manager (Working from home) in Adlington
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Intercity Technology Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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We think you need these skills to ace Senior Service Delivery Manager (Working from home) in Adlington
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Intercity Technology Limited.
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Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Intercity Technology Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
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How to prepare for a job interview at Intercity Technology Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
