Service Delivery Manager in Leeds)

Corecom Consulting Limited; Leeds; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A fast-growing technology organisation is seeking a proactive Service Delivery Manager to lead a 2nd Line Support team. The role focuses on incident resolution and driving operational excellence, thereby enhancing service delivery and user experiences. Competitive benefits include hybrid working, generous holiday allowances, and support for mental health and professional development.

Benefits

32 days holiday (plus Bank Holidays)

Enhanced parental leave policies

Private dental insurance

Virtual healthcare access

Mental health and financial wellbeing support

Dedicated CPD budget and volunteering day

Inclusive, pet-friendly office

Qualifications

• Proven experience in incident/problem management.
• Strong ability to manage pressure and prioritise workloads.
• Passion for efficiency and delivering great user experiences.

Responsibilities

• Manage end-to-end incident and problem resolution processes.
• Conduct root cause analyses and implement preventative solutions.
• Drive continuous improvement across support operations.

Skills

Leadership

Analytical skills

Communication

Technical understanding of IT operations

Education

ITIL knowledge

Job description

Service Delivery Manager

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:

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Manage end-to-end incident and problem resolution processes

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Conduct root cause analyses and implement preventative solutions

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Monitor SLAs, KPIs, and operational metrics (e.g., MTTR, incident volumes)

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Drive continuous improvement across support operations

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Collaborate with internal stakeholders to enhance service delivery

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Act as an incident commander during high-priority events

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Identify and address training needs across the support team

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Champion customer-centric support and process automation

About You:

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Strong technical understanding of IT operations and service delivery

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Proven experience in incident/problem management (ITIL knowledge preferred)

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Excellent communication, leadership, and analytical skills

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Ability to manage pressure, prioritise workloads, and foster collaboration

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Passion for driving efficiency and delivering great user experiences

What's on Offer:

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32 days holiday (plus Bank Holidays)

*

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)

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Inclusive, pet-friendly office with regular social events