About The Role
Become our first In-Life Commercial Lead. Drive profitability and strategic alignment from within—be the commercial force behind thriving customer relationships!
Intercity are looking for an In-Life Commercial Lead. This is a brand‑new role designed to proactively manage and optimise the commercial performance of active customer contracts. This role plays a critical part in ensuring our customer relationships remain profitable and strategically aligned.
The role will act as a bridge between commercial, finance, operations, and legal teams to ensure contracts are delivering maximum value.
Key Responsibilities
* Monitor and measure customer contract performance against services sold and delivered, working closely with Operations to systemise reporting. Use insights to identify areas for improvement and lead corrective actions in collaboration with Sales and Finance.
* Track and report on the performance of major customer contracts against KPIs, SLAs, and financial targets. Identify underperformance and lead initiatives to address gaps and improve outcomes.
* Provide commercial insights to support account planning, renewal strategies, and customer growth initiatives.
* Collaborate with Propositions and Contracts teams to ensure contractual terms clearly define in-scope and out-of-scope services, reducing ambiguity and supporting accurate billing.
* Support the resolution of contract disputes, working closely with Commercial colleagues to resolve issues while protecting the company’s interests.
* Analyse operational efficiencies across service lines, including professional service utilisation and managed services delivery. Partner with finance to support revenue and margin forecasting.
* Work with Procurement and Buying teams to implement a proactive approach to hardware, licence, and support renewals. Embed supplier renewal data into our systems to inform Sales, Marketing, and Propositions teams, driving improvements in retention and renewal performance.
* Contribute to churn reduction initiatives across the whole portfolio, working cross-functionally to improve reporting and internal processes.
Education and Qualifications
* Degree-level education in Business, Finance, Economics, or a related discipline, or equivalent practical experience gained in a commercial or operational environment.
Experience and Knowledge
* Experience working in a commercial, finance, or operations role with exposure to customer contracts and service delivery.
* Experience supporting or managing customer accounts, ideally within a B2B environment.
* Exposure to cross-functional collaboration with teams such as Sales, Finance, and Delivery.
* Strong working knowledge of Excel and data analysis tools.
* Awareness of contract terms, service-level agreements (SLAs), and how they relate to service delivery and billing.
* Experience contributing to reporting or forecasting activities.
* Willingness to develop commercial and contractual expertise in a fast-paced environment.
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
* 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:
o The no. 1 best telecoms company to work for
o 9th best mid-sized company in the UK to work for!
o 7th best company in the West-Midlands to work for!
* Platinum Eco Vadis rating
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.
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