> Markdown version of [/jobs/ext/2143183-it-service-delivery-manager](https://www.wearedevelopers.com/jobs/ext/2143183-it-service-delivery-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** MCS Group - **Location:** Banbridge, UK - **Salary:** £45,000.0 - £60,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Cyber Security, Issue Tracking Systems, IT Management, Knowledge Management - **Published:** August 20, 2026 - **Apply:** https://www.nijobfinder.co.uk/job/2050571/it-service-delivery-manager/ ## About the Role * 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. ## Description 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 ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Should Tech Managers Be Developers First? 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