Service Delivery Manager

Intercity Technology; Birmingham; On-site; GBP 45,000 - 60,000; Full time

Job summary

A technology solutions provider is seeking a Service Delivery Manager in Birmingham to lead client service delivery, ensuring alignment with SLAs and excellence in service transitions. Ideal candidates will have extensive experience in service delivery, strong communication skills, and an understanding of ITIL principles. This position offers opportunities for growth and development within a collaborative team environment.

Benefits

33 days holiday

Annual pay reviews

Company pension

Employee assistance programme

All-company bonus scheme

Qualifications

• Proven experience in service delivery or customer success in an IT environment.
• Strong understanding of ITIL principles.
• Excellent communication skills.

Responsibilities

• Own the end-to-end service delivery for assigned clients.
• Act as primary contact for service-related matters.
• Lead service reviews and manage escalations.

Skills

Service delivery experience

Stakeholder engagement

ITIL principles

Commercial acumen

Communication skills

Education

ITIL Foundation or higher

Tools

Microsoft Dynamics

HALO

Job description

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About The Role

Advance Your Career as a Service Delivery Manager!

Intercity is growing and this is your chance to grow with us. We're looking for a commercially aware and relationship-driven Service Delivery Manager to join our high-performing team. If you're passionate about delivering exceptional IT services, building trusted client partnerships, and driving continuous improvement, this is your opportunity to make a real impact.

As a Service Delivery Manager, you'll be the face of service excellence for key clients, ensuring we meet and exceed contractual commitments. You'll work closely with Sales, Engineering, and Project teams to deliver seamless service transitions, manage change, and identify opportunities to enhance customer value.

We're looking for someone who takes ownership, leads with confidence, and thrives in a fast-paced, customer-focused environment.

Key Responsibilities as a Service Delivery Manager:

• Own the end-to-end service delivery for assigned clients, ensuring performance aligns with SLAs and contractual obligations
• Act as the primary point of contact for service-related matters, building strong, trusted relationships with stakeholders
• Lead service reviews, manage escalations, and champion the voice of the customer internally
• Scope, negotiate, and deliver small to medium changes, ensuring commercial and technical alignment
• Collaborate with internal teams to ensure smooth onboarding and transition of new services
• Analyse service performance, identify trends, and drive continuous improvement initiatives
• Support commercial renewals and contribute to account development planning
• Represent Intercity at customer change boards and internal governance forums

Experience and Knowledge:

• Proven experience in a service delivery or customer success role within a managed services or IT environment
• Strong understanding of ITIL principles and service management best practices
• Commercially astute with experience interpreting contracts and identifying upsell opportunities
• Excellent communication and stakeholder engagement skills, with the ability to translate technical issues for non-technical audiences
• Experience managing service transitions and working across cross-functional teams
• Familiarity with Microsoft technologies and modern workplace solutions
• Hands-on experience with HALO and Microsoft Dynamics (Desirable)
• Understanding of financial controls, including P&L, margins, and working capital

Qualifications and Desirable Skills:

• ITIL Foundation or higher (desirable)
• Experience managing within a matrix environment
• Calm, analytical, and solutions-focused under pressure
• Passionate about delivering high-quality service and driving customer satisfaction

What We Offer:

• 33 days holiday (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are 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:
  - The no. 1 best telecoms company to work for

  - 9th best mid-sized company in the UK to work for!

  - 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.