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Service Delivery Manager
Service Delivery Manager
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 optimal
- Speak plainly when it matters
You will be confident to:
- Own customer relationships end to end
- Bring structure where needed
- Calmly drive better outcomes when situations 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
- Team leader
- Service analyst
- Service coordinator
- who wants to step up into service delivery
Location & Work Arrangement
- The role can be based in our Bolton or 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.
- Focus will be on establishing what good service delivery looks like.
At Intercity, service delivery is about:
- Trust
- Accountability
- Doing right by customers, every day.
Key Responsibilities
You’ll be the main point of contact for your customers and the person accountable for how service lands day to day. Your responsibilities include:
- Building strong, honest relationships with customers at all levels
- Leading service reviews and governance meetings that result in actionable outcomes
- Using service data to:
- Spot issues early
- Improve performance over time
- Acting as the customer’s voice internally
- Holding teams to account for delivery
- Owning:
- SLAs
- KPIs
- Incidents and problem management outcomes
- Identifying service risks and managing them before escalation
- Ensuring services meet:
- Contractual expectations
- ITIL standards
- Supporting commercial conversations around:
- Renewals
- Changes
- Growth opportunities
- Collaborating closely with:
- Operations
- Account teams
- Presales to shape better services
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You will be trusted to:
- Make decisions
- Challenge internally when necessary
- Keep customers confident in the service they receive.
Ideal Candidate Criteria
The ideal person for this role will demonstrate:
- A strong operational background, including experience in:
- 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)
- A hands-on approach
- The ability to take ownership and stay calm under pressure when things don’t go according to plan.
What We Offer
Our benefits package includes:
- 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day per full calendar year of employment, up to a maximum of five additional days
- Annual pay reviews
- Holiday buy scheme
- All-company bonus scheme
- Death in service cover
- Employee assistance programme
- Company pension
- An active social calendar
- A strong focus on developing our people
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About Us
Intercity Technology provides dependable and secure solutions in communications, cloud, and managed services—with a difference:
Unlike purely technical providers, we see ourselves as a technology solutions partner. Our focus is on delivering extraordinary results for businesses through a combination of:
- Passion
- Expertise
- Dedication
Our mission: To be the best technology partner to work for and with.
We are proud of our achievements:
- Customer Net Promoter Score: +92
- Gold 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)
Commitments & Values
In selection, we prioritize candidates with:
-
The right skills
-
The right experience
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The right values
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Fair and equal opportunities: We welcome all applications.
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Pre-employment checks are mandatory to ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications due to our focus on secure technology solutions.
Any personal data provided will be handled securely and responsibly. For full details, see our privacy policy.
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