Senior 2nd Line Operations Lead – SaaS Support

Arbor Education; Leeds; Hybrid; GBP 51,000 - 60,000; Full time

Job summary

An educational technology company in Leeds is seeking a 2nd Line Operations Manager to enhance customer experience in their support functions. This full-time role includes managing a team, ensuring high-quality service delivery, and driving collaboration with engineering teams. Ideal candidates should possess strong leadership experience in B2B SaaS, ITIL qualifications, and a passion for customer service. Benefits include 32 days holiday, private dental insurance, and a commitment to professional development.

Benefits

32 days holiday (plus Bank Holidays)

Life Assurance (3x annual salary)

Comprehensive wellness benefits

Private Dental Insurance

Enhanced maternity and adoption leave

Social committees for team events

Professional development training budget

Qualifications

• 5 years experience as a team lead in a 2nd line or service delivery function.
• ITIL qualified with demonstrable experience of effective incident and problem management.
• Experience working in B2B SaaS and understanding of cloud-based architecture.

Responsibilities

• Line manage and coach 2nd line Team Leads and a Delivery Manager.
• Own performance against incident SLAs.
• Represent the Customer Team during major incidents.

Skills

Team leadership

Incident management

Cloud architecture

Effective communication

Commercial awareness

Customer service

Job description

An educational technology company in Leeds is seeking a 2nd Line Operations Manager to enhance customer experience in their support functions. This full-time role includes managing a team, ensuring high-quality service delivery, and driving collaboration with engineering teams. Ideal candidates should possess strong leadership experience in B2B SaaS, ITIL qualifications, and a passion for customer service. Benefits include 32 days holiday, private dental insurance, and a commitment to professional development.