IT Service Delivery Manager in Dungannon

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

• 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

• 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.

To discuss this opportunity confidentially, apply today or contact Daire O'Connor at MCS Group.