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:

• 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