IT Service Delivery Manager

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

IT Service Delivery Manager

Please note sponsorship is not available for this role, and all candidates MUST be in a commutable distance to Banbridge.

Banbridge | Fully on-site | ~ 45-60k

An established and rapidly growing engineering and manufacturing organisation is appointing an experienced IT Service Delivery Manager to lead and develop its internal IT support function. This is a newly created position offering the opportunity to shape how IT services are delivered across a growing, multisite business. You will take ownership of the service desk, develop the existing support team and help build a scalable service-delivery model that keeps pace with the organisation's continued expansion. The role combines people leadership, IT service management and technical oversight. It would suit an established IT Service Delivery Manager, IT Support Manager or IT Operations Manager who enjoys improving services, developing people and remaining close enough to technology to provide credible leadership during escalations.

The role

You will be responsible for:

• Leading, managing and developing the internal IT support team
• Setting objectives, managing performance and supporting career development
• Planning team workloads, resources and future recruitment requirements
• Owning the IT service desk, ticketing platform and support processes
• Ensuring incidents and service requests are resolved within agreed targets
• Monitoring SLAs, service performance, ticket backlogs and the overall user experience
• Acting as the senior escalation point for operational and technical issues
• Leading major-incident response and service-restoration activities
• Overseeing device deployment, employee onboarding and offboarding
• Improving IT support processes, documentation and knowledge management
• Using root-cause analysis to reduce recurring incidents
• Managing relationships with IT suppliers and third-party support providers
• Monitoring supplier performance and supporting contract reviews
• Building effective relationships with managers across the business
• Supporting cybersecurity, IT governance, business continuity and disaster-recovery requirements
• Helping design and grow the future IT support structure across multiple business locations

What you will need

• Significant experience managing an IT support, service desk or service-delivery function, typically gained over eight years or more
• Direct line-management experience within an IT support environment
• A proven record of managing, mentoring and developing technical employees
• Experience owning service-desk operations, ticketing systems, incidents, requests and SLAs
• Strong working knowledge of ITSM principles and service-management practices
• Experience improving service quality and reducing recurring problems
• A good technical understanding of Microsoft 365, Azure and end-user technologies
• Experience managing IT suppliers and third-party support partners
• Strong stakeholder-management and communication skills
• The ability to translate technical issues into clear business language
• A calm, resilient approach to major incidents and competing priorities
• Strong organisational, resource-planning and problem-solving skills
• A genuinely customer-focused approach to internal IT service delivery

Experience gained within construction, engineering, manufacturing or another multisite operational environment would be advantageous but is not essential.

Why apply?

This is an opportunity to join a successful, growing organisation that is investing in its IT leadership capability. You will have meaningful input into the structure, processes and future development of the support function rather than simply inheriting a fixed operating model.

The package includes:

• Competitive salary based on experience
• 30 days' annual leave, increasing with service
• Competitive pension scheme
• Life assurance
• Health cash plan
• Annual health check
• Ongoing training and career-development opportunities
• Free secure on-site parking
• Modern working facilities
• Supportive and collaborative working environment