2nd Line Delivery Manager - Leeds (Hybrid) Salary: From 40,000 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: 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 automation About You:Strong technical understanding of IT operations and service deliveryProven experience in incident/problem management (ITIL knowledge preferred)Exc