2nd Line IT Delivery Manager

Location:

Leeds (LS9) – West Yorkshire, North East, United Kingdom

Salary:

£40000 – £50000 per annum

Type:

Permanent

Main Industry:

Search Information Technology Jobs

Other Industries & Skills:

Information / Knowledge Management

Advertiser:

Corecom Consulting

Job ID:

132025181

Posted On:

23 June 2025

2nd Line Delivery Manager – Leeds (Hybrid)
Salary: From GBP40,000 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

To help us track our recruitment effort, please indicate in your email/cover letter where (vacanciesin.eu) you saw this job posting.