IT Service & Operations Manager

Are you an experienced IT professional with a strong background in IT service management, infrastructure and technology operations? MCS Group are delighted to be recruiting for an IT Service & Operations Manager on behalf of Tourism Northern Ireland. The Organisation Tourism Northern Ireland is responsible for supporting the development of tourism across Northern Ireland and marketing the region as a tourist destination. The organisation works closely with the tourism industry and partners to support growth, investment and the continued development of Northern Ireland as a leading visitor destination., As IT Service & Operations Manager, you will work alongside the Head of IT & Digital Services to oversee the effective delivery, governance and continual improvement of Tourism NI’s IT services and operations. This is a broad technology leadership role covering IT service management, cloud infrastructure, cyber security, supplier and contract management, service transition and people leadership. You will provide technical direction to a multi-skilled IT team while acting as a trusted adviser to senior stakeholders. The role is based in Belfast, with hybrid working available and travel within Northern Ireland and the Republic of Ireland required as part of the role. The position is full-time at 36.25 hours per week., * Lead Tourism NI’s IT Service Management (ITSM) processes, including incident, problem, service request and change management, in line with ITIL best practice.

• Monitor IT service performance and KPIs, providing regular reporting and driving continual service improvement.
• Oversee service transition and early-life support, ensuring new and changed services are operationally ready.
• Provide technical oversight of Microsoft Azure and Microsoft 365, including Exchange, Teams, SharePoint, OneDrive and Intune.
• Support cyber security, patch management, endpoint security and IT risk activities across the organisation.
• Lead the procurement and management of IT contracts and suppliers, ensuring value for money and effective service delivery.
• Provide technical advice and reporting to senior management and the Board, including input on IT operations, security and risk.
• Lead and develop the IT Service Desk & Operations team, while supporting budgets, resources and wider technology projects.

As the successful candidate, you will have a strong background in IT management, infrastructure or service management, combined with experience leading people or technology platforms., * A relevant undergraduate degree in Computer Science, Information Technology, Engineering or an equivalent relevant field.

• A minimum of 3 years’ recent experience in an IT management, infrastructure or service management role.
• At least 1 year’s experience managing a team or technology platform., * A minimum of 5 years’ recent experience in an IT management, infrastructure or service management role.
• At least 2 years’ experience managing a team or technology platform.

Recent experience must have been gained within the last 5 years. Candidates must also demonstrate competence in at least three of the following areas:

• Cloud infrastructure management, including Microsoft Azure or an equivalent IaaS/PaaS platform.
• IT service management using ITIL or an equivalent framework.
• Cyber security operations or oversight, including security tooling.
• IT contract or supplier management.
• People management or team leadership.

You will also need experience providing technical direction to a multi-skilled IT team, communicating complex technical information to senior stakeholders, managing suppliers and contracts, producing clear reports and briefings, and identifying and managing IT risks. Desirable:

• ITIL Foundation V4/V5 certification or above.
• Microsoft Azure Administrator Associate (AZ-104) or equivalent Azure platform certification.
• Experience with Darktrace or an equivalent AI-driven network detection and response platform.

• Salary of £47,304 - £49,515, with an additional allowance of £2,122 and generous employer pension contribution.
• Hybrid working, combining home working with Tourism NI’s Belfast city centre office.
• Opportunity to lead a broad IT Service & Operations function within a public sector organisation.
• Exposure across IT service management, Azure, Microsoft 365, cyber security and technology operations.
• Opportunity to influence the organisation’s Microsoft AI road map, including Copilot and Agent 365.
• Senior-level exposure to IT governance, risk, security reporting and strategic technology decisions.
• Responsibility for IT procurement, supplier management and contract performance.
• Opportunity to lead and develop a multi-skilled IT team.
• Generous annual leave entitlement of 25 days, increasing to 30 days after five years, alongside 12 public/bank holidays.
• Access to the NILGOSC Local Government Pension Scheme, flexible working arrangements and a range of health and well being benefits.

To speak in absolute confidence about this opportunity please send an up to date CV via the link provided or contact Meghan Hamilton, Senior Recruitment Consultant on 028 9049 0907 or on email at . MCS Group is committed to Equality, Diversity, and Inclusion for all, being the first recruitment agency in NI to achieve Bronze Diversity Mark accreditation. If you have a disability which means you require a reasonable adjustment to be considered at any stage of the recruitment process, please contact us and we will endeavour to facilitate the request. 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 at .