At a Glance
- Tasks: Lead a service desk team while tackling complex IT issues hands-on.
- Company: Established professional services firm with a focus on reliable IT support.
- Benefits: Competitive salary, hybrid work after probation, and opportunities for career growth.
- Other info: Office-based for six months, then hybrid; occasional travel may be needed.
- Why this job: Influence IT support delivery while developing your management skills in a dynamic environment.
- Qualifications: Five years of IT support experience and strong Microsoft skills required.
The predicted salary is between 40000 - 45000 £ per year.
A hands-on role leading a small service desk while staying close to the technical work, based in Belfast City Centre, full-time and permanent, paying £40,000 to £45,000.
About the Company
Our client is a well-established professional services firm with offices in several locations and staff working both on-site and remotely. Their IT function supports a busy, client-facing business where reliable systems and responsive support matter every day. They're appointing a Service Delivery Manager to lead the service desk, raise the standard of support and take a more active role in improvement and security work.
The Role
Reporting directly to the IT Director, you'll run the service desk day to day while still getting hands-on yourself. You'll coach a small team, pick up the more complex issues and make sure users in every office and at home get IT support that is effective and easy to deal with. Beyond the day-to-day, you'll tighten up processes, tackle recurring problems at the source and contribute to technology and information security projects across the firm.
Key Responsibilities
- Lead and coach the service desk team, stepping in hands-on on more complex technical issues.
- Manage incidents, changes and service requests, track service levels and report on performance.
- Improve support processes and documentation, and fix recurring issues at their root cause.
- Coordinate IT for joiners, movers and leavers, keeping asset records up to date.
- Manage relationships with suppliers to make sure third-party services meet expectations.
- Support key business applications, including document management and digital dictation systems.
- Contribute to information security through access control, vulnerability remediation and security awareness activity.
- Support ongoing Cyber Essentials and ISO 27001 work, as well as wider technology projects.
What You'll Need
- Around five years or more of IT support experience, with strong Microsoft skills and a practical approach to troubleshooting, is essential.
- Experience supporting users across multiple sites and remote working setups is essential.
- The ability to coach colleagues, prioritise and delegate work, and judge when to escalate is essential.
- Clear communication and an approachable, customer-focused manner are essential.
- Strong organisational skills are essential.
- Previous experience leading or supervising a service desk team is highly advantageous.
- ITIL knowledge or equivalent service management experience is a strong advantage.
- Exposure to Cyber Essentials, ISO 27001 or similar security frameworks is desirable.
- Experience supporting document management or digital dictation applications is desirable.
Why Apply?
- You'll report directly to the IT Director, with real influence over how IT support is delivered.
- The role balances leadership with technical work, so you stay hands-on while developing as a manager.
- You'll have the chance to shape service desk processes and drive visible improvements.
- You'll gain exposure to information security and compliance work, including ISO 27001.
- You'll be based in Belfast City Centre, moving to hybrid with one day a week from home after the six-month probation.
- This is a full-time, permanent role paying £40,000 to £45,000.
Note For Applicants
All candidates must be currently residing in NI and have full UK Right to Work. Visa Sponsorship for this role is not provided. The role is fully office-based for the first six months. It also involves occasional travel to other offices and some out-of-hours flexibility for maintenance, projects or major incidents.
Interested? For a confidential conversation about the role, contact Jordan Madden at TPBN1_NI.
Service Delivery Manager in Belfast employer: Ocho
Join a forward-thinking UK technology company that is at the forefront of AI innovation, where you will have the opportunity to develop your skills in a supportive and fast-paced environment. With a strong emphasis on mentorship from senior engineers, flexible working patterns, and the chance to own your projects early on, this role offers a unique pathway for professional growth in AI engineering. The company's commitment to an AI-first culture ensures that you will be working with cutting-edge tools and technologies, making a real impact in complex customer environments.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Belfast
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ocho values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ocho might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ocho!
✨Direct Apply to Ocho
Let's not forget to apply directly through the Ocho website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in Belfast
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ocho.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ocho. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ocho
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
