Service Delivery Manager

Corecom Consulting; Leeds; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A fast-growing technology organisation in Leeds is seeking a proactive 2nd Line Delivery Manager to lead a high-performing support team. This role involves ensuring efficient incident resolution, improving processes, and collaborating with multiple teams to drive excellent service delivery. The ideal candidate should have a strong understanding of IT operations, experience in incident management, and excellent communication skills. This position offers flexible, hybrid working and various employee benefits.

Benefits

Enhanced parental leave policies

Private dental insurance

Mental health support

Dedicated CPD budget

Flexible, hybrid working

Qualifications

• Strong technical understanding of IT operations and service delivery.
• Proven experience in incident/problem management (ITIL knowledge preferred).
• Ability to manage pressure, prioritise workloads, and foster collaboration.

Responsibilities

• Manage end-to-end incident and problem resolution processes.
• Conduct root cause analyses and implement preventative solutions.
• Monitor SLAs, KPIs, and operational metrics.
• Drive continuous improvement across support operations.
• Collaborate with internal stakeholders to enhance service delivery.

Skills

Technical understanding of IT operations

Incident/problem management

Excellent communication skills

Leadership

Analytical skills

Job description

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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:

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