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For Companies At a Glance
- Tasks: Lead service delivery for clients, ensuring top-notch IT services and client satisfaction.
- Company: Join Intercity Technology, a top-rated tech partner focused on people and exceptional results.
- Benefits: Enjoy 33 days holiday, annual pay reviews, bonuses, and a vibrant social calendar.
- Other info: Be part of a company recognised as the best telecoms workplace in the UK!
- Why this job: Make a real impact in a fast-paced environment while building strong client relationships.
- Qualifications: Experience in service delivery, strong communication skills, and ITIL knowledge preferred.
The predicted salary is between 43200 - 72000 £ per year.
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.
That means you will:
- 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’re looking for:
We’re looking for someone who:
- 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 license 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 You
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 employer: Intercity Technology
Contact Detail:
Intercity Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with ITIL principles and service management best practices, as these are crucial for a Service Delivery Manager role. Consider obtaining an ITIL Foundation certification if you haven't already, as it demonstrates your commitment to the field.
✨Tip Number 2
Build your network by connecting with professionals in the IT services sector. Attend industry events or webinars where you can meet potential colleagues or mentors who can provide insights into the role and company culture.
✨Tip Number 3
Prepare to discuss your experience in managing service transitions and working across cross-functional teams. Be ready to share specific examples of how you've successfully navigated challenges in previous roles.
✨Tip Number 4
Research Intercity Technology thoroughly, including their recent achievements and values. Tailor your conversations during interviews to reflect how your personal values align with theirs, showcasing your enthusiasm for being part of their team.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery and customer success roles. Emphasise your understanding of ITIL principles and any specific achievements that demonstrate your ability to manage service transitions effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering exceptional IT services. Mention specific examples of how you've built trusted client partnerships and driven continuous improvement in previous roles.
Highlight Key Skills: In your application, clearly outline your communication and stakeholder engagement skills. Provide examples of how you've translated technical issues for non-technical audiences, as this is crucial for the Service Delivery Manager role.
Showcase Your Problem-Solving Abilities: Demonstrate your calm, analytical, and solutions-focused approach under pressure. Include instances where you've successfully managed escalations or led service reviews, as these experiences will resonate with the hiring team.
How to prepare for a job interview at Intercity Technology
✨Understand the Role
Make sure you have a clear understanding of what a Service Delivery Manager does. Familiarise yourself with key responsibilities such as managing service delivery, building client relationships, and driving continuous improvement. This will help you articulate how your experience aligns with the role.
✨Showcase Your ITIL Knowledge
Since the role requires a strong understanding of ITIL principles, be prepared to discuss your experience with service management best practices. Highlight any relevant certifications or training you've completed, and be ready to provide examples of how you've applied these principles in previous roles.
✨Demonstrate Stakeholder Engagement Skills
As a Service Delivery Manager, you'll need excellent communication skills. Prepare to discuss how you've built and maintained relationships with stakeholders in the past. Use specific examples to illustrate your ability to translate technical issues for non-technical audiences.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle pressure. Think of situations where you've managed service transitions or resolved escalations, and be ready to explain your thought process and the outcomes of your actions.