IT Service Delivery Manager

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

• 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.

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

MCS Group is a leading professional recruitment services company resourcing for the specialist IT & Digital, Technical & Engineering and Professional Services recruitment markets in Northern Ireland. MCS Group is widely recognised as a genuine market leader in IT & Digital recruitment in Northern Ireland, with an increasing profile in the Technical & Engineering and Professional Services markets.

At MCS we connect people!! We work with the majority of NI’ leadings employers in the sector, from large foreign direct investment (FDI) organisations to successful, locally owned technology firms, connecting talented professional with the best career opportunities.

Our Team

At MCS Group our track record is impressive and through our highly experienced team we offer employers almost 100 years successful delivery experience in specialist disciplines.

Our consultants know the market and speak your language. They will help you cut through the flannel and will work hard to help you achieve your goals, either as candidate seeking a career improvement or an employer seeking talented people.

Ethics & Values

Honesty, trust and confidentiality are the pillars which underpin everything we do. We are known for treating people with respect and will deal with you in a straightforward manner. We are focused on long term wins for our candidates and clients.