Service Delivery Manager

Ocho People; Belfast City District; On-site; GBP 40,000 - 45,000; Full time

Job summary

Ocho People Ltd. in Belfast is seeking an IT Service Delivery Manager (Service Desk Lead) to run a small service desk while staying close to hands-on work.

The role is based in Belfast City Centre and is full-time and permanent. Reporting to the IT Director, you will coach the service desk, handle incidents and changes, improve processes, and contribute to security projects including Cyber Essentials and ISO 27001.

Qualifications

• Around five years or more of IT support experience with strong Microsoft skills and a practical approach to troubleshooting.
• Experience supporting users across multiple sites and remote working setups.
• Ability to coach colleagues, prioritise and delegate work, and judge when to escape is essential.
• Clear communication and an approachable, customer-focused manner are essential.
• Strong organisational skills are essential.
• Previous experience leading or supervising a service desk team is highly advantageous.
• ITIL knowledge or equivalent service management experience is a strong advantage.
• Exposure to Cyber Essentials, ISO 27001 or similar security frameworks is desirable.
• Experience supporting document management or digital dictation applications is desirable.

Responsibilities

• Lead and coach the service desk team, stepping in hands-on on more complex technical issues.
• Manage incidents, changes and service requests, track service levels and report on performance.
• Improve support processes and documentation, and fix recurring issues at their root cause.
• Coordinate IT for joiners, movers and leavers, keeping asset records up to date.
• Manage relationships with suppliers to make sure third-party services meet expectations.
• Support key business applications, including document management and digital dictation systems.
• Contribute to information security through access control, vulnerability remediation and security awareness activity.
• Support ongoing Cyber Essentials and ISO 27001 work, as well as wider technology projects.

Skills

ITIL knowledge

Microsoft skills

Troubleshooting

IT support experience

Coaching/leadership

Tools

ITIL

Job description

IT Service Delivery Manager (Service Desk Lead)

A hands‑on role leading a small service desk while staying close to the technical work, based in Belfast City Centre, full‑time and permanent, paying £40,000 to £45,000.

About the Company

Our client is a well‑established professional services firm with offices in several locations and staff working both on‑site and remotely. Their IT function supports a busy, client‑facing business where reliable systems and responsive support matter every day. They're appointing a Service Delivery Manager to lead the service desk, raise the standard of support and take a more active role in improvement and security work.

The Role

Reporting directly to the IT Director, you’ll run the service desk day to day while still getting hands‑on yourself. You’ll coach a small team, pick up the more complex issues and make sure users in every office and at home get IT support that is effective and easy to deal with. Beyond the day‑to‑day, you’ll tighten up processes, tackle recurring problems at the source and contribute to technology and information security projects across the firm.

Key Responsibilities

• Lead and coach the service desk team, stepping in hands‑on on more complex technical issues.
• Manage incidents, changes and service requests, track service levels and report on performance.
• Improve support processes and documentation, and fix recurring issues at their root cause.
• Coordinate IT for joiners, movers and leavers, keeping asset records up to date.
• Manage relationships with suppliers to make sure third‑party services meet expectations.
• Support key business applications, including document management and digital dictation systems.
• Contribute to information security through access control, vulnerability remediation and security awareness activity.
• Support ongoing Cyber Essentials and ISO 27001 work, as well as wider technology projects.

What You’ll Need

• Around five years or more of IT support experience, with strong Microsoft skills and a practical approach to troubleshooting, is essential, and the single most important thing we are looking for.
• Experience supporting users across multiple sites and remote working setups is essential.
• The ability to coach colleagues, prioritise and delegate work, and judge when to escape is essential.
• Clear communication and an approachable, customer‑focused manner are essential.
• Strong organisational skills are essential.
• Previous experience leading or supervising a service desk team is highly advantageous.
• ITIL knowledge or equivalent service management experience is a strong advantage.
• Exposure to Cyber Essentials, ISO 27001 or similar security frameworks is desirable.
• Experience supporting document management or digital dictation applications is desirable.

Why Apply?

• You’ll report directly to the IT Director, with real influence over how IT support is delivered.
• The role balances leadership with technical work, so you stay hands‑on while developing as a manager.
• You’ll have the chance to shape service desk processes and drive visible improvements.
• You’ll gain exposure to information security and compliance work, including ISO 27001.
• You’ll be based in Belfast City Centre, moving to hybrid with one day a week from home after the six‑month probation.
• This is a full‑time, permanent role paying £40,000 to £45,000.

Note For Applicants

All candidates must be currently residing in NI and have full UK Right to Work. Visa Sponsorship for this role is not provided. The role is fully office‑based for the first six months. It also involves occasional travel to other offices and some out‑of‑hours flexibility for maintenance, projects or major incidents.