Principal Service Delivery Manager Operations · Birmingham Head Office

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

You will be responsible for leading and consolidating our service delivery function. The role will drive process standardisation, resource management, escalation handling, and continuous improvement initiatives. You will work to optimise operational efficiency, enhance customer satisfaction and ensure service excellence through industry best practices.

With a proven background in MSP and experience in a leadership position you will be looking for a challenge to develop and demonstrate your experience further. You’ll be comfortable managing complex requirements and know the value of being involved at all levels to demonstrate a thorough understanding of the opportunities to improve automation and customer experience. Resource management experience is advantageous.

Drive innovation from reactive to proactive, help customers understand their strategy and embed the teams more deeply into customer environments

This role is office based with visits to client sites as required.

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

Experience

• Proven experience in Service Delivery Management in an MSP

• Knowledge of service automation tools, ITSM platforms and industry best practices

• Strong team leadership experience.

• Experience in resource management would be advantageous

• Deep understanding of ITIL frameworks, service management methodologies and process optimisations.

• Experience maintaining and driving a high NPS score and providing an accountable escalation point for customer issues

• Background in stakeholder engagement, customer management and service reporting.

• ITIL certification, desirable

• Experience of hospitality/retail businesses is advantageous

• Experience of working with national and international businesses is advantageous

What we offer

• 33 days holiday (including bank holidays), increasing annually up to five additional 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 through structured learning, funded certifications and real career progression

Equal opportunities

Intercity is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to a fair, inclusive and unbiased recruitment process for every candidate. We make reasonable adjustments throughout our process — if you need any support at any stage, just let us know.

Pre-employment checks

As a specialist in secure technology solutions and a certified ISO27001 and Cyber Essentials Plus organisation, all successful candidates will be subject to pre-employment checks as part of our onboarding process.

Your data

Any personal information you share with us will be handled securely and in line with the UK Data Protection Act 2018 and UK GDPR. We will keep your application for six months after the close of the campaign unless you tell us you are happy for us to hold it longer. You may also be invited to share voluntary, anonymous information about your background for equal opportunities monitoring — this has no bearing on your application.

For our full privacy policy or to exercise your data rights, contact our Data Protection Officer at [e-mail] or on 0808 500 1436.