Leeds
IT, Internet
Permanent | Full Time
01/08/2025
11/07/2025
01/08/2025
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:
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Manage end-to-end incident and problem resolution processes
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Conduct root cause analyses and implement preventative solutions
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Monitor SLAs, KPIs, and operational metrics (e.g., MTTR, incident volumes)
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Drive continuous improvement across support operations
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Collaborate with internal stakeholders to enhance service delivery
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Act as an incident commander during high-priority events
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Identify and address training needs across the support team
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Champion customer-centric support and process automation
About You:
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Strong technical understanding of IT operations and service delivery
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Proven experience in incident/problem management (ITIL knowledge preferred)
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Excellent communication, leadership, and analytical skills
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Ability to manage pressure, prioritise workloads, and foster collaboration
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Passion for driving efficiency and delivering great user experiences
What's on Offer:
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32 days holiday (plus Bank Holidays)
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Enhanced parental leave policies and return-to-work coaching
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Private dental insurance and virtual healthcare access
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Mental health and financial wellbeing support
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Dedicated CPD budget and volunteering day
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Flexible, hybrid working (Leeds HQ)
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Inclusive, pet-friendly office with regular social events