Service Delivery Manager

Corecom Consulting; Leeds; On-site; GBP 50,000 - 70,000; Full time

Job summary

A fast-growing technology organisation in Leeds is seeking a Service Delivery Manager to lead their 2nd Line Delivery & Support team. The successful candidate will ensure effective incident and problem management, resource allocation, and process optimisation while driving continuous improvement initiatives. A competitive salary and benefits package is offered, alongside a collaborative work environment.

Benefits

Competitive salary

Generous holiday & wellbeing days

Life insurance

Private health and mental health support

Pension and parental leave

Qualifications

• 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.

Responsibilities

• Lead the end-to-end incident and problem management lifecycle.
• Identify recurring issues and drive prevention.
• Monitor SLAs and improve service levels.
• Drive continuous improvement and process optimisation.
• Mentor team members and allocate resources effectively.

Skills

IT operations and support methodologies

Incident/problem management

Analytical skills

Communication skills

Stakeholder management

Operational excellence

Process improvements

Job description

Overview

Service Delivery Manager

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.

Role

We seek a hands-on and strategic Service Delivery 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.

Key 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