IT Service Delivery Manager

Alternative Heat Ltd; Banbridge; On-site; GBP 50,000 - 70,000; Full time

Job summary

Alternative Heat Ltd. is seeking an IT Service Delivery Manager to lead the IT support function at the Head Office, ensuring reliable services and customer-focused support.

You will develop the IT support team, drive service improvements, and work with suppliers to align services with business needs.

The role covers governance, cyber security, data protection, business continuity and disaster recovery, with hours Mon-Thu 8am-5pm and Fri 8am-3pm.

Responsibilities

• Lead and develop the IT Support team, setting objectives and monitoring performance.
• Oversee day-to-day delivery of IT support services and service desk operations.
• Resolve incidents and requests within agreed SLAs and manage major incidents.
• Drive continuous improvement by refining support processes and documenting knowledge.
• Collaborate with stakeholders and external suppliers to align IT services with business needs.

Job description

Application Deadline: 15 September 2026

Department: IT

Location: Alternative Heat Head Office

Team Overview

The IT department ensures the smooth operation and security of all technology systems across Alternative Heat. From managing hardware and software to supporting network infrastructure and cybersecurity, the team enables employees to work efficiently and securely. They also lead digital innovation initiatives, providing technical solutions that enhance collaboration, data management, and overall business performance.

Role Overview

Lead the IT support function, ensuring employees receive reliable and effective IT services across the business. Manage and develop the IT support team, drive service improvements, oversee key suppliers, and ensure IT support keeps pace with the needs of a growing organisation.

Job Title| IT Service Delivery Manager

Location| Head Office

Hours| Monday-Thursday 8am-5pm and Friday 8am-3pm

Salary| Competitive Depending on Experience

What You'll be Doing

The role is responsible for leading and developing the IT Support team, setting objectives, managing performance, and fostering a professional, customer-focused culture. It oversees the day-to-day delivery of IT support services, ensuring the service desk operates effectively, incidents and requests are resolved within agreed service levels, and major incidents are managed efficiently. The position also drives continuous improvement by enhancing support processes, improving user experience, reducing recurring issues through root cause analysis, and maintaining accurate documentation and knowledge resources. Working closely with stakeholders across the business and external suppliers, the role ensures IT services align with organisational needs while monitoring supplier performance. In addition, it supports IT governance, cyber security, data protection, business continuity, and disaster recovery activities, ensuring operational procedures and compliance requirements are consistently maintained.