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- Tasks: Manage customer relationships and ensure top-notch service delivery every day.
- Company: Intercity Technology, a trusted partner in secure tech solutions.
- Benefits: 33 days holiday, annual pay reviews, company bonus scheme, and a strong focus on development.
- Other info: Join a company with a great culture and commitment to sustainability.
- Why this job: Make a real impact by driving better outcomes for customers in a dynamic environment.
- Qualifications: Experience in service delivery, ITIL knowledge, and strong communication skills.
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.
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 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.
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. Our vision is to be the best technology partner to work for and with.
We are committed to equal opportunities and welcome all applications. All successful candidates will be subject to pre-employment checks to ensure compliance with our ISO27001 and Cyber Essentials Plus certifications.
Service Delivery Manager in Birmingham employer: Intercity Technology Limited
Contact Detail:
Intercity Technology Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Manager role.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’d handle complex situations with customers and be ready to share examples from your past experience. We want to see how you take ownership and stay calm under pressure.
✨Tip Number 3
Show off your data skills! Be prepared to discuss how you’ve used service data to drive decisions in previous roles. We love candidates who can spot issues early and improve performance over time.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who align with our values and vision.
We think you need these skills to ace Service Delivery Manager in Birmingham
Some tips for your application 🫡
Know Your Stuff: Make sure you understand the role of a Service Delivery Manager inside out. Highlight your experience with ITIL and service governance in your application. We want to see how you've tackled challenges and driven improvements in past roles.
Be Authentic: When writing your application, be yourself! We value honesty and strong relationships, so let your personality shine through. Share real examples of how you've built trust with customers and managed complex situations.
Data is Key: Show us how you've used data to make decisions in your previous roles. Whether it's spotting issues early or improving performance, we want to see your analytical side. Don't just tell us about it; give us concrete examples!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Intercity Technology Limited
✨Know Your Stuff
Make sure you understand the key responsibilities of a Service Delivery Manager. Brush up on ITIL principles and service governance, as you'll need to demonstrate practical knowledge, not just theory. Be ready to discuss how you've applied these in your previous roles.
✨Build Rapport
Since this role is all about building strong relationships with customers, practice how you can establish trust quickly. Think of examples where you've successfully managed customer relationships and be prepared to share them during the interview.
✨Data-Driven Decisions
Prepare to talk about how you've used data to drive decisions in your past roles. Bring specific examples of how you've identified issues early and improved performance over time. This will show that you can handle the analytical side of the job.
✨Stay Calm Under Pressure
The interviewers will likely want to see how you handle difficult conversations or complex situations. Think of a time when things didn’t go to plan and how you managed it. Show them that you can stay calm and take ownership, even when challenges arise.