Service Delivery Manager

About The RoleAdvance 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 obligationsAct as the primary point of contact for service-related matters, building strong, trusted relationships with stakeholdersLead service reviews, manage escalations, and champion the voice of the customer internallyScope, negotiate, and deliver small to medium changes, ensuring commercial and technical alignmentCollaborate with internal teams to ensure smooth onboarding and transition of new servicesAnalyse service performance, identify trends, and drive continuous improvement initiativesSupport commercial renewals and contribute to account development planningRepresent Intercity at customer change boards and internal governance forumsExperience and Knowledge:Proven experience in a service delivery or customer success role within a managed services or IT environmentStrong understanding of ITIL principles and service management best practicesCommercially astute with experience interpreting contracts and identifying upsell opportunitiesExcellent communication and stakeholder engagement skills, with the ability to translate technical issues for non-technical audiencesExperience managing service transitions and working across cross-functional teamsFamiliarity with Microsoft technologies and modern workplace solutionsHands-on experience with HALO and Microsoft Dynamics (Desirable)Understanding of financial controls, including PandL, margins, and working capitalQualifications and Desirable Skills:ITIL Foundation or higher (desirable)Experience managing within a matrix environmentCalm, analytical, and solutions-focused under pressurePassionate about delivering high-quality service and driving customer satisfactionWhat 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 UsIntercity 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 +92Gold Award Investors in People Accreditation3-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 ratingWe 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 ..... full job details .....