Service Delivery Manager

Belfast (Office-Based) | £40,000-£50,000 DOE

Are you passionate about delivering exceptional customer service and building long-lasting client relationships? Do you enjoy leading people, improving processes and making a real impact within a growing business?

We're recruiting on behalf of a well-established IT consultancy that is looking for a Service Delivery Manager to take ownership of its support function. This is a fantastic opportunity to join a collaborative, close-knit team where your ideas will be valued, your contribution recognised, and you'll have genuine influence over how services are delivered.

The Role

As Service Delivery Manager, you'll act as the bridge between customers and the technical support team, ensuring services are delivered to the highest standard while building strong, trusted client relationships.

You'll lead a small team of Support Engineers, overseeing day-to-day operations, monitoring SLA performance, producing meaningful customer reports and driving continual service improvement. This is a hands-on management role where you'll work closely with both customers and internal teams to ensure expectations are exceeded.

What You'll Be Doing

• Taking ownership of service delivery across a portfolio of customer accounts.
• Managing and mentoring a small team of Support Engineers, helping them develop and succeed.
• Monitoring SLA performance and ensuring service commitments are consistently achieved.
• Producing and presenting monthly service reports to customers.
• Chairing service review meetings and following up on agreed actions.
• Managing escalations and acting as the main point of contact for customer issues.
• Working alongside project managers and technical teams to ensure smooth service transitions.
• Identifying opportunities to improve processes, reporting and overall customer experience.

What We're Looking For

We're looking for someone who enjoys building relationships just as much as solving problems.

You'll ideally have:

• Previous experience in a Service Delivery, Customer Success, Account Management or IT Managed Services environment.
• Experience leading or mentoring a small technical or support team.
• A solid understanding of SLAs, customer reporting and service management.
• Strong organisational skills and the ability to manage multiple priorities.
• Excellent communication skills with the confidence to handle difficult conversations professionally.
• A proactive approach and the willingness to roll up your sleeves when needed.

Why Join?

This consultancy has built a reputation not only for delivering excellent service to its clients but also for creating an environment where people genuinely enjoy coming to work.

You'll be joining a business where:

• People trust each other and work collaboratively.
• Hard work and initiative are recognised and rewarded with flexibility.
• The culture is relaxed, supportive and down-to-earth.
• Teams regularly socialise together and enjoy a strong sense of camaraderie.
• You'll have real ownership of customer relationships and the opportunity to influence how the support function evolves as the business continues to grow.

What's on Offer

• Salary of £40,000-£50,000, depending on experience.
• Office-based role in Belfast.
• Pension and private medical insurance.
• Enhanced annual leave and additional employee benefits.
• Genuine autonomy and the opportunity to shape a growing service function.
• Long-term career progression within an expanding consultancy.

If you're an experienced Service Delivery professional looking for a role where you can lead a team, build lasting client relationships and make a real difference, we'd love to hear from you.

To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Senior Recruitment Consultant Stuart Kennedy at MCS Group on 02896935520 or s.kennedy@mcsgroup.jobs.

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs.