IT Manager

IT Service Delivery Manager

• Location: Banbridge
• Hours: Monday-Thursday 8am-5pm, Friday 8am-3pm
• Salary: Competitive

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.

Essential Criteria:

• 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.

Benefits:

• 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.