Service Delivery Manager (Public Sector)

MCS Group; Belfast; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A public sector organization in Belfast is seeking a Service Delivery Manager for a hybrid role. This pivotal position involves overseeing IT service operations, managing supplier relationships, and ensuring compliance with SLAs and KPIs. The ideal candidate will have strong experience in IT service management, particularly in outsourced environments, alongside ITIL certification and a technical background in Microsoft 365, Active Directory, and Windows Server.

Qualifications

• Experience in a similar IT service delivery role with management experience.
• Strong technical background in Microsoft 365, Active Directory, and Windows Server.
• Proven ability to lead teams, influence stakeholders, and drive service improvements.

Responsibilities

• Overseeing day-to-day IT service operations and service desk.
• Managing supplier performance, contracts, and relationships.
• Leading internal ICT support staff focusing on mentoring and development.
• Supporting infrastructure improvement projects and service transitions.
• Championing IT security, compliance, and continuous improvement.

Skills

IT service delivery management

Supplier management

Team leadership

SLA/KPI management

IT security compliance

Education

ITIL Foundation certification

Tools

Microsoft 365

Active Directory

Windows Server

Job description

Now Hiring: Service Delivery Manager
Location: Belfast, Hybrid | Full-Time | Permanent

Our Public Sector client is undergoing an exciting period of IT transformation and is seeking a talented Service Delivery Manager to join their growing team. This is a newly created and strategically important role that will be central to shaping how IT services are delivered across the organisation - with a strong focus on supplier and contract management as they transition to a more outsourced infrastructure model.

The successful candidate will work closely with the Head of ICT and lead a small in-house technical support team, while also managing key third-party suppliers. You'll play a vital role in maintaining service excellence, driving performance through SLAs and KPIs, strengthening IT governance, and helping to deliver secure, future-ready technology solutions.

Key Responsibilities Include:

• Overseeing day-to-day IT service operations and the service desk

• Managing supplier performance, contracts, and relationships

• Leading internal ICT support staff with a focus on mentoring and development

• Supporting infrastructure improvement projects and service transitions

• Championing IT security, compliance, and continuous improvement

Essential Criteria:

• Experience in a similar IT service delivery role with management experience

• ITIL Foundation certification (or above)

• Strong technical background in Microsoft 365, Active Directory, and Windows Server

• Experience managing outsourced IT providers and holding them to account via SLAs/KPIs

• Proven ability to lead teams, influence stakeholders, and drive service improvements

Desirable: Experience with SQL Server, Cyber Essentials Plus, procurement processes, or working within a hybrid/outsourced IT environment.

This is a fantastic opportunity to shape service delivery within a forward-thinking organisation, supporting both operational excellence and long-term digital strategy.

To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Senior Recruitment Consultant Stuart Kennedy at MCS Group on 02896935520 or [e-mail].

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs.