Posted: 23h ago
The role
Service delivery you can stand behind
At Intercity, service delivery is about trust, accountability and doing right by customers, every day.
Were looking for a Service Delivery Manager who can own customer relationships end to end, bring structure where its needed and calmly drive better outcomes when things get complex. This is a hands-on role with real influence, not a reporting-only position.
Youll manage a portfolio of Communications and Managed Services customers and be the person they trust to keep things running well, improve what isnt and speak plainly when it matters.
This role is based in our Birmingham office , we offer hybrid working with 3 days on site per week.
Key Responsibilities as a Service Delivery Manager:
Youll 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 customers 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 were looking for:
Were 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 dont 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 The Company
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference Intercity is a technology solutions partner that isnt all about tech. Its 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. Were 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.
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