At a Glance
- Tasks: Be the go-to person for customers, ensuring top-notch service delivery every day.
- Company: Join Intercity, a company built on trust and accountability.
- Benefits: Enjoy 33 days holiday, annual pay reviews, and a vibrant social calendar.
- Other info: We value your growth and offer excellent career development opportunities.
- Why this job: Make a real impact by building strong relationships and driving service improvements.
- Qualifications: Experience in service delivery and a knack for data-driven decision making.
The predicted salary is between 50000 - 60000 € per year.
At Intercity, service delivery is about trust, accountability and doing right by customers, every day.
Key Responsibilities
- 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 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.
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.
We are committed to equal opportunities and welcome all applications. Successful candidates will be subject to pre‑employment checks. 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
At Intercity, we pride ourselves on fostering a culture of trust and accountability, making us an exceptional employer for a Service Delivery Manager. With a strong focus on employee development, generous benefits including 33 days of holiday and an all-company bonus scheme, and a vibrant social calendar, we create an environment where our team can thrive both personally and professionally. Located in a dynamic sector, we offer the opportunity to engage with senior stakeholders and drive meaningful change, ensuring that your contributions are valued and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Service Delivery Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky interviews! Brush up on your ITIL knowledge and be ready to discuss real-life scenarios where you've turned service delivery challenges into success stories. Show them you’re not just about theory, but practical experience too.
✨Tip Number 3
Don’t forget to showcase your data skills! Be prepared to talk about how you've used service data to drive decisions and improve performance. This is key for a Service Delivery Manager, so make sure it’s front and centre in your discussions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Intercity. Let’s get you that dream job!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Know Your Stuff:Make sure you understand the key responsibilities of a Service Delivery Manager. Highlight your experience with ITIL and service governance in your application. We want to see how you've put theory into practice!
Showcase Your Relationships:We value strong, honest relationships with customers. In your application, share examples of how you've built these connections and handled difficult conversations. This will show us you're the right fit for our team.
Data is Key:Since using data to drive decisions is crucial, include specific instances where you've used service data to spot issues or improve performance. We love seeing how you can turn numbers into action!
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 hear from you!
How to prepare for a job interview at Intercity
✨Know Your Service Delivery Inside Out
Make sure you understand the ins and outs of service delivery management, especially in IT or Managed Services. Brush up on ITIL principles and be ready to discuss how you've applied them in real-world scenarios, not just in theory.
✨Build Relationships Before the Interview
If possible, connect with current employees or stakeholders at Intercity before your interview. This will give you insights into their culture and expectations, and you can mention these connections during your interview to show your proactive approach.
✨Prepare for Data-Driven Discussions
Since the role involves using data to drive decisions, come prepared with examples of how you've used service data to identify issues and improve performance. Be ready to discuss specific metrics, SLAs, and KPIs you've managed in previous roles.
✨Stay Calm Under Pressure
Service delivery can be challenging, so be prepared to discuss how you've handled difficult conversations or situations in the past. Share examples that demonstrate your ability to stay calm and take ownership when things don’t go as planned.
