Service Delivery Manager

About The Role

We're looking for a Service Delivery Manager who can manage a portfolio of Communications and Managed Services customers and be the person they trust to keep things running well, improve what isn't and speak plainly when it matters.

You will be confident to own customer relationships end to end, bring structure where it's needed and calmly drive better outcomes when things get complex. This is a hands-on role with real influence, not a reporting-only position.

This role will suit someone with a strong operational background in IT or Managed Services such as service desk management or a team leader/service analyst/service coordinator who wants to step up into service delivery.

This role is based in our Birmingham office, we offer hybrid working with 3 days on site per week. You'll be working in a team of 5, with no direct reports, with a focus on establishing what good service delivery looks like.

At Intercity, service delivery is about trust, accountability and doing right by customers, every day.

Key Responsibilities as a Service Delivery Manager

You'll be the main point of contact for your customers and the person accountable for how service lands day to day.

That means you will

• Build strong, honest relationships with customers at all levels
• Lead service reviews and governance meetings that actually lead to action
• Use service data to spot issues early and improve performance over time
• Be the customer's voice internally and hold teams to account on delivery
• Own SLAs, KPIs, incidents and problem management outcomes
• Identify service risks and deal with them before they escalate
• Make sure services meet contractual and ITIL expectations
• Support commercial conversations around renewals, changes and growth
• Work closely with operations, account teams and presales to shape better services

You will be trusted to make decisions, challenge when needed and keep customers confident in the service they receive.

The ideal person will have

• Strong operational background such as service desk management in IT or Managed Services
• Experience of managing customers with 300-500 users
• Solid awareness of ITIL and service governance in practice, not just theory
• Hands-on approach
• Takes ownership and stays calm when things don't go to plan

What We Offer

• 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year 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
• Employer of the Year 2025 - British Business Excellence Award
• Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance

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.