Service Delivery Manager
Service Delivery Manager
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1 Vacancy
Job Description
Advance Your Career as a Service Delivery Manager!
Intercityis growing and this is your chance to grow with us. Were looking for a commercially aware and relationship-drivenService Delivery Managerto join our high-performing team. If youre 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 youll be the face of service excellence for key clients ensuring we meet and exceed contractual commitments. Youll work closely with Sales Engineering and Project teams to deliver seamless service transitions manage change and identify opportunities to enhance customer value.
Were 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
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 You
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 isnt all about tech. Its 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 forand 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. Were 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.
Required Experience:
Manager
Employment Type
Full-Time
