All Departments Service Delivery Team - All Departments is a required field Function Service Delivery.
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.
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