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For Companies At a Glance
- Tasks: Manage customer relationships and drive service improvements in a hands-on role.
- Company: Join Intercity, a tech solutions partner focused on people and results.
- Benefits: Enjoy 33 days holiday, annual pay reviews, and a vibrant social calendar.
- Other info: Be part of a supportive team with excellent career growth opportunities.
- Why this job: Make a real impact by improving services and building strong customer trust.
- Qualifications: Experience in service delivery and a knack for data-driven decision making.
The predicted salary is between 50000 - 60000 £ per year.
About The Role: Service delivery you can stand behind at Intercity. Service delivery is about trust, accountability and doing right by customers, every day. We're 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'll 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.
Responsibilities
- 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.
Benefits
- 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.
Qualifications
- Has solid experience as a Service Delivery Manager in IT or Managed Services.
- Understands ITIL and service governance in practice, not just theory.
- Is comfortable dealing with senior stakeholders and difficult conversations.
- Can use data to drive decisions, not just report on it.
- Takes ownership and stays calm when things don't go to plan.
- Understands the commercial side of service delivery and cost to serve.
- Driving licence is desirable.
- An ITIL qualification is useful but practical experience matters more.
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services. 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. We are committed to equal opportunities and welcome all applications. All successful candidates will be subject to pre-employment checks to ensure compliance with ISO27001 and Cyber Essentials Plus certifications. We are committed to using personal information you may give us in a secure and proper manner.
Service Delivery Manager 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
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Delivery Manager role.
✨Tip Number 2
Show off your skills in real-time! If you get the chance, offer to present at a local meet-up or webinar. This not only showcases your expertise but also helps you build credibility in the field. Plus, it’s a great way to meet potential employers!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you’d handle complex situations or difficult conversations with customers. Practising your responses can help you stay calm and collected when it matters most.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who can bring structure and drive outcomes. Your next big opportunity could be just a click away!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Service Delivery Manager role. Highlight your experience with ITIL and service governance, and don’t forget to showcase those solid relationships you've built with customers!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this hands-on role. Share specific examples of how you've driven better outcomes in complex situations.
Showcase Your Data Skills: We love data-driven decision-making! In your application, mention how you've used service data to spot issues early and improve performance. This will show us you can handle the responsibilities of the role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Intercity Technology Limited
✨Know Your Stuff
Make sure you understand the ins and outs of service delivery, especially in IT and Managed Services. Brush up on ITIL principles and be ready to discuss how you've applied them in real situations. This will show that you’re not just familiar with the theory but can actually put it into practice.
✨Build Rapport
Since this role is all about building strong relationships, practice how you can connect with your interviewers. Think of examples where you've successfully managed customer relationships and how you’ve navigated tricky conversations. Being personable can really set you apart!
✨Data-Driven Decisions
Prepare to talk about how you've used data to improve service delivery in the past. Bring specific examples of KPIs or SLAs you've managed and how you identified issues before they escalated. This shows you can think critically and act proactively.
✨Stay Calm Under Pressure
The interview might throw some challenging scenarios your way. Practice staying calm and collected while discussing how you would handle complex situations. Share stories where you’ve turned a potential crisis into a success, demonstrating your ability to keep things running smoothly.