At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery in a dynamic environment.
- Company: Join Intercity Technology, a leading provider of secure tech solutions with a people-first approach.
- 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, ITIL knowledge, and strong communication skills required.
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 as a Service Delivery Manager:- 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. Our vision is to be the best technology partner to work for and with. We are proud of our achievements so far, including a Customer Net Promoter Score of +92 and Gold Award Investors in People Accreditation.
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 committed to equal opportunities and welcome all applications.
Service Delivery Manager in Birmingham employer: Intercity Technology Limited
Intercity Technology is an exceptional employer, offering a dynamic work environment in Birmingham where trust and accountability are at the forefront of service delivery. With a strong focus on employee development, generous benefits including 33 days of holiday, and a vibrant social calendar, we empower our Service Delivery Managers to build meaningful relationships with customers while driving impactful outcomes. Join us to be part of a team that values your expertise and fosters a culture of collaboration and innovation.
Contact Details:
Intercity Technology Limited Recruitment Team
