IT Service Delivery Manager

MCS Group; Mid-Ulster District Council; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Home-working day

4 days on-site per week

Job summary

MCS Group is seeking an IT Service Delivery Manager in Dungannon to lead a small internal IT support team, drive service performance and ensure incidents are resolved efficiently.

The role blends leadership with hands-on technical work and requires experience managing IT services, a strong MS 365/AD stack, and security/compliance knowledge. Hybrid work with four days on-site weekly and one home-working day.

Qualifications

• At least three years' senior IT or service-management experience.
• Experience supervising IT support staff.
• Ownership of day-to-day IT service delivery.
• Strong knowledge of Microsoft 365, Entra ID, Intune, Active Directory and Windows.
• Experience with networking, firewalls, Wi‑Fi and VPN technologies.
• Experience managing incidents, backups and recovery processes.
• Knowledge of ISO 27001 controls, UK GDPR and information security.
• Experience supporting an ERP or another business-critical system.
• Evidence of improving IT services, processes or procedures.
• Strong prioritisation, delegation and independent decision-making skills.
• Excellent communication, organisational and customer-service abilities.
• A relevant degree or recognised professional IT qualification.

Responsibilities

• Lead, develop and support the internal IT support team.
• Own helpdesk performance, ticket priorities, KPIs and service improvement.
• Conduct regular one-to-ones and address performance or service issues.
• Take ownership of significant incidents and escalations through to resolution.
• Provide hands-on technical support as a senior escalation point.
• Oversee Microsoft 365, Entra ID, Intune, Active Directory and Windows environments.
• Support networking, firewalls, Wi‑Fi, VPNs, backups and recovery testing.
• Manage third-party IT suppliers and monitor service performance.
• Support ISO 27001 controls, Cyber Essentials activity and data-protection requirements.
• Maintain IT documentation, access records, equipment and operational procedures.
• Contribute to system testing, releases and wider technology projects.
• Support IT budget management and cost control.

Skills

Microsoft 365

Entra ID

Intune

Active Directory

Windows

Networking

Firewalls

VPN

ISO 27001

UK GDPR

Incident management

ITIL

Education

Relevant degree

Tools

ERP systems

Job description

IT Service Delivery Manager

Dungannon | £40,000-£50,000 | Hybrid working
MCS Group is delighted to be partnering with an established and growing Northern Ireland organisation in its search for an experienced IT Service Delivery Manager.
This is a newly created position offering genuine ownership of day-to-day IT service delivery. You will lead a small, capable internal support team, manage operational performance and ensure incidents, escalations and service issues are driven through to completion.
This is not an entry-level management opportunity or a purely strategic position. The successful candidate must be comfortable managing people, setting priorities and making independent decisions while remaining technically hands-on when required.

The Role

You will:

• Lead, develop and support the internal IT support team.
• Own helpdesk performance, ticket priorities, KPIs and service improvement.
• Conduct regular one-to-ones and address performance or service issues.
• Take ownership of significant incidents and escalations through to resolution.
• Provide hands-on technical support as a senior escalation point.
• Oversee Microsoft 365, Entra ID, Intune, Active Directory and Windows environments.
• Support networking, firewalls, Wi-Fi, VPNs, backups and recovery testing.
• Manage third-party IT suppliers and monitor service performance.
• Support ISO 27001 controls, Cyber Essentials activity and data-protection requirements.
• Maintain IT documentation, access records, equipment and operational procedures.
• Contribute to system testing, releases and wider technology projects.
• Support IT budget management and cost control.

The Person

You should be able to demonstrate:

• At least three years' relevant senior IT or service-management experience.
• Previous responsibility for managing or supervising IT support staff.
• Ownership of day-to-day IT service delivery.
• Strong Microsoft 365, Entra ID, Intune, Active Directory and Windows knowledge.
• Practical experience with networking, firewalls, Wi-Fi and VPN technologies.
• Experience managing incidents, backups and recovery processes.
• Knowledge of ISO 27001 controls, UK GDPR and information security.
• Experience supporting an ERP or another business-critical system.
• Evidence of improving IT services, processes or procedures.
• Strong prioritisation, delegation and independent decision-making skills.
• Excellent communication, organisational and customer-service abilities.
• A relevant degree or recognised professional IT qualification.

Experience within manufacturing, ITIL certification, Windows Server administration or technology project delivery would be advantageous but is not essential.

What's on Offer

• Salary of £40,000-£50,000, with potential flexibility for an exceptional candidate.
• One home-working day each week by agreement.
• A visible position with genuine ownership and decision‑making authority.
• The opportunity to lead an established team and shape how IT services are delivered.
• A varied role combining people leadership, technical oversight, service improvement and project involvement.

The position is based in Dungannon, with four days per week required on‑site.