MSP Service Delivery Leader: Elevating Customer Experience

Intercity Technology; Birmingham; Hybrid; GBP 85,000 - 120,000; Full time

Benefits offered by this job

33 days holiday (including bank)

Annual pay reviews

Holiday buy scheme

All-company bonus scheme

Death in service cover

Employee assistance programme

Company pension

Active social calendar

Structured learning and certifications

Job summary

Intercity Technology in Birmingham is seeking a senior leader to head our service delivery function, driving standardisation, resource planning, escalation handling and continuous improvement across customer engagements. You will lead on-site and field-based teams, build executive relationships with key customers, and partner with Sales for growth.

The role requires MSP experience, ITIL knowledge and a proven track record of delivering measurable service improvements.

Qualifications

• Proven experience in Service Delivery Management in an MSP.
• Knowledge of service automation tools, ITSM platforms and industry best practices.
• Deep understanding of ITIL frameworks, service management methodologies and process optimisations.

Responsibilities

• Lead, mentor, coach, and develop on site and field based Service Delivery Managers and Customer Success Managers, creating a high-performing, customer-centric leadership team.
• Foster a high-performance culture focused on customer experience, service excellence, operational efficiency, accountability, and continuous improvement.
• Own the end-to-end customer lifecycle, ensuring customers achieve their desired business outcomes and realise maximum value from Intercity's services.
• Develop, implement, and continually refine service delivery frameworks, governance models, SLAs, OLAs, KPIs, and customer success measures.
• Drive customer satisfaction, retention, advocacy, and growth through proactive engagement, service reviews, success planning, and continuous service improvement initiatives.
• Build and maintain senior-level relationships with key customers, acting as an executive sponsor where required and ensuring alignment of services with customer business objectives.
• Lead strategic customer governance programmes, Service Reviews, Success Reviews, and improvement planning.
• Identify opportunities to enhance customer value, improve adoption of services, reduce risk, and support account growth through collaboration with Account Management and Sales teams.
• Drive service governance and performance monitoring to ensure compliance with contractual commitments, regulatory requirements, and service standards.
• Oversee resource planning and capacity management, ensuring optimal utilisation of people, tools, and processes to deliver exceptional service outcomes. Identify organisational and technical skills gaps, implementing targeted development programmes to strengthen capability and succession planning.
• Ad-hoc requirement to support the Incident management team, to support and coordinate as required

Skills

MSP experience

Service Delivery

Leadership

ITIL

Stakeholder engagement

Education

ITIL certification

Tools

ITSM platforms

Service automation tools

Job description

Intercity Technology in Birmingham is seeking a senior leader to head our service delivery function, driving standardisation, resource planning, escalation handling and continuous improvement across customer engagements. You will lead on-site and field-based teams, build executive relationships with key customers, and partner with Sales for growth.

The role requires MSP experience, ITIL knowledge and a proven track record of delivering measurable service improvements.