Full job descriptionIT 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.