IT Operations Manager in Leeds)

Corecom Consulting Limited; Leeds; On-site; GBP 100,000 - 125,000; Full time

Job summary

A growing technology organization in Leeds seeks a 2nd Line Operations Manager to lead the Delivery & Support team. You will manage incident lifecycles, improve operational processes, and mentor team members. The ideal candidate has a strong technical background and experience in incident management. This role includes flexible working options and a competitive benefits package.

Benefits

Competitive salary

Generous holiday & wellbeing days

Life insurance

Private health

Mental health support

Pension

Parental leave

Return-to-work coaching

Qualifications

• Proven experience in incident/problem management, preferably within ITIL frameworks.
• Ability to work under pressure and manage competing priorities.
• Experience driving operational excellence and process improvements.

Responsibilities

• Lead the end-to-end incident and problem management lifecycle.
• Monitor SLAs and improve service levels.
• Drive continuous improvement and process optimisation.

Skills

Technical foundation in IT operations

Experience in incident/problem management

Analytical skills

Communication skills

Stakeholder management

Job description

2nd Line Operations Manager (Delivery & Support)

About us

We are a fast-growing technology organisation committed to empowering users with smart, dependable systems. Our mission is to reduce friction in day-to-day operations, turn complex data into meaningful insight, and support teams to work smarter - not harder.

The role

We seek a hands-on and strategic 2nd Line Operations Manager to lead our 2nd Line Delivery & Support team. This individual will help break down complex tasks, gather requirements, and liaise closely with business sponsors and stakeholders. You\'ll ensure the 2nd Line team and engineering squads have clear deliverables, realistic timelines, and robust support to deliver against those commitments.

Responsibilities

• Lead the end-to-end incident and problem management lifecycle, including root cause analysis
• Identify recurring issues and work with engineering/product to drive prevention
• Monitor SLAs, track metrics (e.g. MTTR, incident volumes), and improve service levels
• Drive continuous improvement and process optimisation across the team
• Allocate resources effectively and mentor team members
• Act as incident commander during major outages
• Collaborate across cross-functional teams (product, engineering, operations) to prioritise and deliver work
• Create and maintain strong operational processes, automation, and documentation

Who we\'re looking for

• Strong technical foundation in IT operations and support methodologies
• Proven experience in incident/problem management, preferably within ITIL frameworks
• Excellent analytical, communication, and stakeholder management skills
• Ability to work under pressure, manage competing priorities, and lead a team
• Experience driving operational excellence, process improvements, and automation

What we offer

• Competitive salary, benefits, and flexible working options
• Generous holiday & wellbeing days
• Life insurance, private health, and mental health support
• Pension, parental leave, and return-to-work coaching
• A values-driven, collaborative environment where your work is visible and impactful