IT Service Delivery Lead – On-site & Growth

MCS Group; Craigavon; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

30 days annual leave

Competitive pension

Life assurance

Health cash plan

Annual health check

Training & career development

Free on-site parking

Modern working facilities

Collaborative environment

Job summary

MCS Group is recruiting an IT Service Delivery Manager for an established engineering and manufacturing organisation in Banbridge, Northern Ireland. The role leads the internal IT support function, owns the service desk and builds a scalable service-delivery model to support multi-site expansion.

You will lead the team, manage performance and develop staff, while maintaining credible technical leadership during escalations and ensuring SLAs are met in a busy on-site environment.

Qualifications

• 8+ years managing an IT support or service-delivery function.
• Direct line-management experience in an IT support environment.
• Mentoring and developing technical staff.
• Experience owning service-desk operations, incidents and SLAs.
• Strong knowledge of ITSM principles and practices.
• Good technical understanding of Microsoft 365, Azure and end-user tech.
• Experience managing IT suppliers and third-party partners.
• Strong stakeholder management and communication skills.
• Ability to translate technical issues into business language.
• Calm, resilient approach to major incidents and competing priorities.
• Strong organisational, resource-planning and problem-solving skills.

Responsibilities

• Lead, manage and develop the internal IT support team.
• Plan team workloads, resources and future recruitment requirements.
• Own the IT service desk, ticketing platform and support processes.
• Ensure incidents and service requests are resolved within targets.
• Monitor SLAs, service performance and user experience.
• Act as the senior escalation point for operational and technical issues.
• Lead major-incident response and service-restoration activities.
• Oversee device deployment, onboarding and offboarding.
• Improve IT support processes, documentation and knowledge management.
• Translate technical issues into clear business language.

Skills

Team leadership

ITSM

Stakeholder management

Microsoft 365/Azure

IT suppliers management

Communication

Incident management

Problem solving

Change management

Customer focus

Job description

MCS Group is recruiting an IT Service Delivery Manager for an established engineering and manufacturing organisation in Banbridge, Northern Ireland. The role leads the internal IT support function, owns the service desk and builds a scalable service-delivery model to support multi-site expansion.

You will lead the team, manage performance and develop staff, while maintaining credible technical leadership during escalations and ensuring SLAs are met in a busy on-site environment.