Information Technology Service Delivery Manager

We’re hiring: 2nd Line Delivery Manager (Leeds / Hybrid)

Salary: From £40,000

Hybrid working (HQ in Leeds)

We're looking for a proactive and analytical 2nd Line Delivery Manager to lead support operations and drive continuous improvement in a fast-paced tech environment.

You'll take ownership of incident and problem management, work closely with cross-functional teams, and ensure the support function delivers measurable impact at scale.

What you'll be doing:

Lead the lifecycle of incidents and problems — root cause to resolution

Drive process improvements, automation, and SLA adherence

Collaborate with Product and Engineering to prioritise fixes

Act as Incident Commander for high-priority issues

Champion customer needs and data-led performance

What you’ll bring:

Strong technical background in IT ops or support

Experience with SLAs, MTTR, root cause analysis

Excellent communicator, leader, and team collaborator

ITIL knowledge and continuous improvement mindset

What you’ll get:

32 days holiday + bank hols

Private dental insurance

Virtual GP, mental health support & health checks

Enhanced parental leave & return coaching

Dog-friendly office + social events

CPD training budget & charity volunteering days

Based in or near Leeds? Want to shape high-impact support in a mission-led tech company?

Let’s talk. Drop us a message or apply directly.