IT Service Delivery Manager

IT Service Delivery Manager

Dungannon | £40,000-£50,000 | Hybrid working
MCS Group is delighted to be partnering with an established and growing Northern Ireland organisation in its search for an experienced IT Service Delivery Manager .
This is a newly created position offering genuine ownership of day-to-day IT service delivery. You will lead a small, capable internal support team, manage operational performance and ensure incidents, escalations and service issues are driven through to completion.
This is not an entry-level management opportunity or a purely strategic position. The successful candidate must be comfortable managing people, setting priorities and making independent decisions while remaining technically hands-on when required.

The Role

You will:

• Lead, develop and support the internal IT support team.
• Own helpdesk performance, ticket priorities, KPIs and service improvement.
• Conduct regular one-to-ones and address performance or service issues.
• Take ownership of significant incidents and escalations through to resolution.
• Provide hands-on technical support as a senior escalation point.
• Oversee Microsoft 365, Entra ID, Intune, Active Directory and Windows environments.
• Support networking, firewalls, Wi-Fi, VPNs, backups and recovery testing.
• Manage third-party IT suppliers and monitor service performance.
• Support ISO 27001 controls, Cyber Essentials activity and data-protection requirements.
• Maintain IT documentation, access records, equipment and operational procedures.
• Contribute to system testing, releases and wider technology projects.
• Support IT budget management and cost control.

The Person

You should be able to demonstrate:

• At least three years' relevant senior IT or service-management experience.
• Previous responsibility for managing or supervising IT support staff.
• Ownership of day-to-day IT service delivery.
• Strong Microsoft 365, Entra ID, Intune, Active Directory and Windows knowledge.
• Practical experience with networking, firewalls, Wi-Fi and VPN technologies.
• Experience managing incidents, backups and recovery processes.
• Knowledge of ISO 27001 controls, UK GDPR and information security.
• Experience supporting an ERP or another business-critical system.
• Evidence of improving IT services, processes or procedures.
• Strong prioritisation, delegation and independent decision-making skills.
• Excellent communication, organisational and customer-service abilities.
• A relevant degree or recognised professional IT qualification.

Experience within manufacturing, ITIL certification, Windows Server administration or technology project delivery would be advantageous but is not essential.

What's on Offer

• Salary of £40,000-£50,000 , with potential flexibility for an exceptional candidate.
• One home-working day each week by agreement.
• A visible position with genuine ownership and decision‑making authority.
• The opportunity to lead an established team and shape how IT services are delivered.
• A varied role combining people leadership, technical oversight, service improvement and project involvement.

The position is based in Dungannon , with four days per week required on‑site.