At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery every day.
- 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: Be part of a company recognised for its commitment to people and sustainability.
- Why this job: Make a real impact by driving service improvements and building strong customer trust.
- Qualifications: Experience in service delivery and a solid understanding of ITIL practices.
The predicted salary is between 45000 - 55000 € 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.
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 escape.
- 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’re looking for
- 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.
What We Offer
- 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.
About Us
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’re 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, for more information please see our privacy policy on our website.
Service Delivery Manager in England employer: Intercity Technology
At Intercity, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises trust and accountability in service delivery. As a Service Delivery Manager, you will enjoy a generous benefits package including 33 days of holiday, annual pay reviews, and a strong focus on personal development, all while working alongside a passionate team dedicated to delivering outstanding results for our customers. With a commitment to sustainability and a proven track record of employee satisfaction, Intercity is the ideal place for those seeking meaningful and rewarding employment in the technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in England
✨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, demonstrate your service delivery expertise during interviews. Use examples from your past experiences to highlight how you've tackled challenges and improved customer relationships.
✨Tip Number 3
Be proactive! Research the company and come prepared with ideas on how you can enhance their service delivery. This shows you're not just interested in the job, but you're ready to make a real impact from day one.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Plus, it gives you a better chance to showcase your personality and fit for the team. Don’t miss out on the opportunity to join us at Intercity!
We think you need these skills to ace Service Delivery Manager in England
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience in IT or Managed Services, and don’t forget to mention your understanding of ITIL and service governance. We want to see how you can bring structure and calm to complex situations!
Showcase Your Relationship Skills:Since this role is all about building strong relationships with customers, share examples of how you've successfully managed customer interactions in the past. We love seeing candidates who can demonstrate trust and accountability in their previous roles.
Use Data to Your Advantage:We’re looking for someone who can use data to drive decisions. Include specific instances where you've used service data to spot issues early or improve performance. This will show us that you’re not just a report generator but a proactive problem solver!
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. Plus, it gives you a chance to explore more about what we do at Intercity Technology.
How to prepare for a job interview at Intercity Technology
✨Know Your Stuff
Make sure you understand the key responsibilities of a Service Delivery Manager. Brush up on ITIL principles and service governance, as these will likely come up in conversation. Being able to discuss how you've applied these concepts in real situations will show you're not just familiar with the theory.
✨Build Rapport
Since this role is all about building strong relationships, practice how you'll connect with your interviewers. Think about how you can demonstrate your ability to communicate effectively and build trust. Share examples from your past where you've successfully managed customer relationships or resolved conflicts.
✨Data-Driven Decisions
Prepare to talk about how you've used data to drive decisions in your previous roles. Bring specific examples of how you've identified issues early using service data and what actions you took to improve performance. This will highlight your analytical skills and proactive approach.
✨Stay Calm Under Pressure
The interview may include scenarios where things don’t go as planned. Be ready to discuss how you handle stressful situations and maintain composure. Share stories that illustrate your problem-solving skills and how you’ve turned challenges into opportunities for improvement.
