Service Delivery Manager
Are you a proactive and data-driven operations professional with a knack for incident resolution and continuous improvement? A fast-growing technology organisation is looking for a 2nd Line Delivery Manager to join their support function and help drive operational excellence across their incident and problem management lifecycle.
The Role:
You'll lead a high-performing 2nd Line Support team, ensuring complex technical issues are resolved efficiently and root causes are addressed. You'll collaborate closely with engineering, product, and customer-facing teams to improve processes, track performance, and drive meaningful service improvements. If you enjoy working cross-functionally and thrive in fast-paced environments, this could be the perfect fit.
Key Responsibilities:
1. Manage end-to-end incident and problem resolution processes
2. Conduct root cause analyses and implement preventative solutions
3. Monitor SLAs, KPIs, and operational metrics (e.g., MTTR, incident volumes)
4. Drive ...