IT Manager

Join an industry leader in the UK’s & Ireland’s manufacturing sector who are looking for an IT Service Delivery Manager to lead our IT support function, ensuring our technology systems operate smoothly and efficiently across the business.

Day-to-Day of the Role:

• Leadership & Management:
• Lead, manage, and develop the IT Support team.
• Set objectives, manage performance, and support career development.
• Conduct regular one-to-ones and performance reviews.
• Plan team workload and resources.
• Foster a professional, customer-focused team culture.
• Act as the escalation point for operational and people-related issues.
• Service Delivery:
• Manage the operation of the IT function.
• Own the IT service desk
• Ensure incidents and service requests are resolved within agreed targets.
• Monitor service performance and identify improvement opportunities.
• Oversee device deployment, onboarding, and offboarding activities.
• Lead major incident response and service restoration activities.
• Continuous Improvement:
• Improve support processes, service quality, and user experience.
• Reduce recurring issues through root cause analysis.
• Ensure support documentation and knowledge articles remain up to date.
• Support the introduction of new technologies and services.
• Stakeholder & Supplier Management:
• Build strong relationships across the business.
• Work with managers to understand business needs and priorities.
• Manage relationships with IT suppliers and support partners.
• Monitor supplier performance and support contract reviews.
• Governance & Compliance:
• Support cyber security, data protection, and IT governance requirements.
• Maintain operational procedures and documentation.
• Contribute to business continuity and disaster recovery planning.

• Significant experience managing an IT support or service desk function, including direct line management
• Proven track record of running IT service desk operations, including ticketing systems, incident and service request management, and delivery against agreed SLAs.
• Experience managing relationships with IT suppliers and support partners, including monitoring performance and supporting contract reviews.
• Strong working knowledge of ITSM principles and practice.
• Excellent stakeholder management skills, able to build credibility and working relationships with managers across the business.
• Strong customer-focused mindset, with a commitment to delivering a high-quality service and a positive user experience.
• Clear, confident communicator, able to translate technical issues into business language for non-technical audiences.
• Resilient and level-headed under pressure, capable of managing major incidents and competing business priorities.
• Strong organisational and prioritisation skills to manage team workload, resourcing, and competing business demands.

• Competitive pension scheme.
• Life assurance scheme.
• Health cash plan.
• Free annual health check during working hours.
• 30 days annual leave increasing in line with length of service.
• Social events organised for all employees throughout the year via our Health and Wellbeing committee.
• Secure, free onsite parking.
• Free Coffee, Hot Chocolate, Tea, and Fruit provided daily.
• Friendly and supportive working environment in state-of-the-art facilities.