2nd Line IT Delivery Manager - #1785016
TieTalent
Date: 15 hours ago
City: Leeds
Contract type: Full time
Work schedule: Full day
About
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
Nice-to-have skills
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
Nice-to-have skills
- IT Operations
- ITIL
- Leeds, England
- IT Project Manager
- English
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Commercial Administrator
ABS Commercial Solutions,
15 hours ago
Location: Garforth, Leeds Salary: Up to £30,000 + Excellent Company Benefits Job Type: Full-Time, Permanent Are you a detail-driven administrator with a knack for numbers, commercial processes, and project support? Join a forward-thinking, fast-growing infrastructure company delivering essential utility services...
Technical Sourcer
iwoca,
15 hours ago
Technical Sourcer – 12-month FTC Hybrid in Leeds, UK We’re looking for a Technical Sourcer. You will map, source and hire exceptional software engineers, data scientists and product professionals who raise the bar within high-performing teams. The Company Imagine a...
Lead Developer
Magnet,
22 hours ago
We’re looking for a Lead Developer to join our expanding UK tech team based in Leeds. In this role, you’ll lead the evolution of our quoting and ordering platforms, improve and maintain our .NET and React-based systems, and help build...
