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2nd Line Delivery Manager - Leeds (Hybrid)
Salary: From £40,000 per annum
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:
Manage end-to-end incident and problem resolution processes
Conduct root cause analyses and implement preventative solutions
Monitor SLAs, KPIs, and operational metrics (e.g., MTTR, incident volumes)
Drive continuous improvement across support operations
Collaborate with internal stakeholders to enhance service delivery
Act as an incident commander during high-priority events
Identify and address training needs across the support team
Champion customer-centric support and process automation
About You:
Strong technical understanding of IT operations and service delivery
Proven experience in incident/problem management (ITIL knowledge preferred)
Excellent communication, leadership, and analytical skills
Ability to manage pressure, prioritise workloads, and foster collaboration
Passion for driving efficiency and delivering great user experiences
What's on Offer:
Enhanced parental leave policies and return-to-work coaching
Private dental insurance and virtual healthcare access
Mental health and financial wellbeing support
Dedicated CPD budget and volunteering day
Flexible, hybrid working (Leeds HQ)
Inclusive, pet-friendly office with regular social events
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