2nd Line IT Delivery Manager

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: 32 days holiday (plus Bank Holidays) 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

Location: Leeds, West Yorkshire, GB

Posted Date: 7/17/2025