2nd Line Delivery Manager : Leeds (Hybrid) Salary: From GBP40,000 per annum 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: Youll lead a high:performing 2nd Line Support team, ensuring complex technical issues are resolved efficiently and root causes are addressed. Youll 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 Whats on Offer: * 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) * Inclusive, pet:friendly office with regular social events