Service Delivery Manager
- Leeds
- £40,000-50,000 per year
- Permanent
- Full-time
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 processesConduct root cause analyses and implement preventative solutionsMonitor SLAs, KPIs, and operational metrics (e.g., MTTR, incident volumes)Drive continuous improvement across support operationsCollaborate with internal stakeholders to enhance service deliveryAct as an incident commander during high-priority eventsIdentify and address training needs across the support teamChampion customer-centric support and process automationAbout You:Strong technical understanding of IT operations and service deliveryProven experience in incident/problem management (ITIL knowledge preferred)Excellent communication, leadership, and analytical skillsAbility to manage pressure, prioritise workloads, and foster collaborationPassion for driving efficiency and delivering great user experiencesWhat's on Offer:32 days holiday (plus Bank Holidays)Enhanced parental leave policies and return-to-work coachingPrivate dental insurance and virtual healthcare accessMental health and financial wellbeing supportDedicated CPD budget and volunteering dayFlexible, hybrid working (Leeds HQ)Inclusive, pet-friendly office with regular social eventsJob location:Leeds, West YorkshireSalary:£40000 - £50000 per annumSalary per:annumJob start date:2025-08-01Job industry:Networks and InfrastructureJob DetailsLeeds, West YorkshirePermanent£40000 - £50000 per annumCan't find what you're looking for?What people say about usWe're proud to be a 5-star rated company on Google. See what people say about us.My hope for the future is to experience women in technology as the norm. The early stages of my career in tech were shaped by women and I feel very privileged to count some of the best women in technology in my network of close contacts and friends. However, I know this isn't the case for many women in the sector, who find themselves outnumbered by the opposite sex. Anything I can do to challenge the current norm and break the stigma for Women in Technology, I will do.Katie Menzies, Women in Technology AdvocateContactCorecom ConsultingYorkshire HouseGreek StreetLeeds, LS1 5SHJobsIt starts here.The content on this website, including but not limited to text, images, and metadata, is the intellectual property of Corecom Consulting. Unauthorised scraping or use of this content for the purposes of training artificial intelligence or machine learning models is strictly prohibited.