Service Delivery Manager jobs in United Kingdom

About The Role

Advance Your Career as a Service Delivery Manager!

Intercityis growing and this is your chance to grow with us. We’re looking for a commercially aware and relationship-drivenService Delivery Managerto 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
• RepresentIntercityat 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 withHALOandMicrosoft 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

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