Information Technology Service Delivery Manager

ZipRecruiter; Leeds; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading tech company based in Leeds is hiring a 2nd Line Delivery Manager to oversee support operations. This role involves incident management, collaboration with cross-functional teams, and driving process improvements in a dynamic environment. Offering a competitive salary, extensive benefits including annual leave and health support, it's a great opportunity for those passionate about tech and customer satisfaction.

Benefits

32 days holiday + bank hols

Private dental insurance

Virtual GP and mental health support

Enhanced parental leave

Dog-friendly office

CPD training budget

Charity volunteering days

Qualifications

• Strong technical background in IT ops or support.
• Experience with SLAs, MTTR, and root cause analysis.
• Excellent communicator and leader in teams.

Responsibilities

• Lead lifecycle of incidents and problems from root cause to resolution.
• Drive process improvements, automation, and adherence to SLAs.
• Act as Incident Commander for high-priority issues.

Skills

Root Cause Analysis

Process Improvements

Effective Communication

Leadership

Team Collaboration

Education

ITIL Certification

Job description

Job Description

We’re hiring: 2nd Line Delivery Manager (Leeds / Hybrid)

Salary: From £40,000

Hybrid working (HQ in Leeds)

We're looking for a proactive and analytical 2nd Line Delivery Manager to lead support operations and drive continuous improvement in a fast-paced tech environment.

You'll take ownership of incident and problem management, work closely with cross-functional teams, and ensure the support function delivers measurable impact at scale.

What you'll be doing:

Lead the lifecycle of incidents and problems — root cause to resolution

Drive process improvements, automation, and SLA adherence

Collaborate with Product and Engineering to prioritise fixes

Act as Incident Commander for high-priority issues

Champion customer needs and data-led performance

What you’ll bring:

Strong technical background in IT ops or support

Experience with SLAs, MTTR, root cause analysis

Excellent communicator, leader, and team collaborator

ITIL knowledge and continuous improvement mindset

What you’ll get:

32 days holiday + bank hols

Private dental insurance

Virtual GP, mental health support & health checks

Enhanced parental leave & return coaching

Dog-friendly office + social events

CPD training budget & charity volunteering days

Based in or near Leeds? Want to shape high-impact support in a mission-led tech company?

Let’s talk. Drop us a message or apply directly.