Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Join our team as a 2nd Line Delivery Manager, tackling complex tasks and ensuring smooth operations.
- Company: Arbor is transforming education by making schools happier and more efficient for staff and students.
- Benefits: Enjoy 32 days holiday, flexible working, wellness support, and a dog-friendly office!
- Why this job: Make a real impact in education while collaborating with passionate colleagues in a supportive environment.
- Qualifications: Strong IT background, experience in incident management, and excellent communication skills required.
- Other info: We promote diversity and equality, welcoming applicants from all backgrounds.
The predicted salary is between 34000 - 44000 £ per year.
Location: Leeds
Salary: £40,000 – £44,000 per year
About us
At Arbor, we’re on a mission to transform the way schools work for the better.
We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.
Our MIS and school management tools are already making a difference in over 7,000 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.
At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity – but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.
About the role
We are looking for a collaborative and analytical 2nd Line Delivery Manager to join our 2nd Line Support team and help the 2nd Line team in breaking down complex tasks, and gathering resources and requirements where needed. The remit and focus of the role is to work closely with business sponsors and stakeholders to understand requirements, and ensure the 2nd Line and Product Engineering team has clear deliverables and are delivering to timescales. It’s a broad and exciting role, so we’re looking for someone up for a challenge – if you’re a data driven and a communicative candidate, this is the role for you.
Core responsibilities
- Incident and Problem Management:
- Own the end-to-end problem and incident lifecycle, ensuring timely resolution and root cause analysis.
- Drive proactive problem management, identifying recurring issues and working with Product and Engineering to implement preventive measures.
- Track and report on key metrics like MTTR, % problems with diagnosed root cause, and incident volume.
- Monitor and manage service levels, ensuring adherence to SLAs and KPIs.
- Identify areas for improvement and implement changes to optimize performance.
- Collaborate with team leads to ensure effective resource allocation and workload distribution.
- Foster a culture of continuous improvement and knowledge sharing within the team.
- Identify training needs across the team
- Build strong relationships with engineering, product, and other relevant teams to facilitate efficient problem resolution and service delivery.
- Champion the voice of the customer and ensure their needs are prioritized.
- Be one of our dedicated incident commanders
- Implement and maintain robust operational processes and procedures.
- Drive automation and process improvement initiatives to increase efficiency and reduce manual effort.
- Conduct regular reviews of operational performance and identify opportunities for optimization.
About you
- Strong technical background with a deep understanding of IT operations and support processes.
- Proven experience in incident and problem management.
- Excellent analytical and problem-solving skills.
- Strong leadership and communication skills.
- Ability to work under pressure and manage multiple priorities.
- Experience with ITIL frameworks and methodologies.
What we offer
The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:
- A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
- 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
- Life Assurance paid out at 3x annual salary
- Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
- Private Dental Insurance with Bupa
- Salary sacrifice Pension provided by Scottish Widows
- Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
- 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
- Access to services such as Calm and Bippit (financial wellbeing coaching)
- All of our roles champion flexible working and we are happy to discuss what this means to you
- Social committees that plan team, office and company wide events to bring people together and celebrate success
- Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
- Volunteer with a charity of your choice for a day each year
- Dog friendly offices!
Interview process
- Phone screen
- 1st stage
- 2nd stage
We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at careers@arbor-education.com.
Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.
Arbor Education is an equal opportunities organisation
Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive – whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.
Refer a friend
Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: careers@arbor-education.com
Please note: We are unable to provide visa sponsorship at this time.
#J-18808-Ljbffr
2nd Line Delivery Manager employer: Arbor Education
Contact Detail:
Arbor Education Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Delivery Manager
✨Tip Number 1
Familiarise yourself with ITIL frameworks and methodologies, as they are crucial for the role of a 2nd Line Delivery Manager. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to best practices in incident and problem management.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've successfully resolved complex incidents in the past. Be ready to discuss specific metrics you've tracked, such as MTTR or incident volume, to highlight your impact on operational excellence.
✨Tip Number 3
Build connections with current employees at Arbor through LinkedIn or networking events. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview process.
✨Tip Number 4
Prepare to discuss your experience in cross-functional collaboration. Think of examples where you've worked closely with engineering or product teams to resolve issues, as this is a key aspect of the role and will show your ability to foster teamwork.
We think you need these skills to ace 2nd Line Delivery Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the 2nd Line Delivery Manager position. Tailor your application to highlight relevant experiences that align with the job description.
Craft a Tailored CV: Your CV should reflect your technical background and experience in incident and problem management. Use specific examples to demonstrate your analytical skills and leadership abilities, ensuring it aligns with Arbor's mission and values.
Write a Compelling Cover Letter: In your cover letter, express your passion for transforming educational environments and how your skills can contribute to Arbor's goals. Highlight your collaborative nature and ability to work under pressure, as these are key traits for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for the role.
How to prepare for a job interview at Arbor Education
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a 2nd Line Delivery Manager. Familiarise yourself with incident and problem management processes, as well as the importance of cross-functional collaboration in this role.
✨Showcase Your Analytical Skills
Be prepared to discuss specific examples where you've used your analytical skills to solve problems or improve processes. Highlight any experience you have with tracking metrics like MTTR or incident volume, as these are key aspects of the role.
✨Demonstrate Leadership Qualities
As a Delivery Manager, you'll need strong leadership skills. Share experiences where you've led a team or project, focusing on how you motivated others and ensured successful outcomes. This will show that you're capable of fostering a culture of continuous improvement.
✨Prepare Questions for Them
Interviews are a two-way street. Prepare thoughtful questions about the company's culture, their approach to continuous improvement, and how they support employee wellbeing. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
