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- Tasks: Lead a 2nd Line Support team to resolve complex technical issues and improve service delivery.
- Company: Join a fast-growing tech organisation focused on operational excellence and customer satisfaction.
- Benefits: Enjoy 32 days holiday, private dental insurance, mental health support, and flexible hybrid working.
- Why this job: Be part of a dynamic team driving meaningful improvements in a collaborative, fast-paced environment.
- Qualifications: Strong IT operations knowledge, incident management experience, and excellent communication skills required.
- Other info: Inclusive, pet-friendly office with regular social events and a dedicated CPD budget.
The predicted salary is between 36000 - 60000 £ per year.
Service Delivery Manager
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:
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Manage end-to-end incident and problem resolution processes
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Conduct root cause analyses and implement preventative solutions
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Monitor SLAs, KPIs, and operational metrics (e.g., MTTR, incident volumes)
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Drive continuous improvement across support operations
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Collaborate with internal stakeholders to enhance service delivery
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Act as an incident commander during high-priority events
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Identify and address training needs across the support team
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Champion customer-centric support and process automation
About You:
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Strong technical understanding of IT operations and service delivery
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Proven experience in incident/problem management (ITIL knowledge preferred)
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Excellent communication, leadership, and analytical skills
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Ability to manage pressure, prioritise workloads, and foster collaboration
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Passion for driving efficiency and delivering great user experiences
What\’s on Offer:
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32 days holiday (plus Bank Holidays)
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Enhanced parental leave policies and return-to-work coaching
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Private dental insurance and virtual healthcare access
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Mental health and financial wellbeing support
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Dedicated CPD budget and volunteering day
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Flexible, hybrid working (Leeds HQ)
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Inclusive, pet-friendly office with regular social events
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Service Delivery Manager in Leeds) employer: Corecom Consulting Limited
Contact Detail:
Corecom Consulting Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Leeds)
✨Tip Number 1
Familiarise yourself with ITIL principles, especially around incident and problem management. This knowledge will not only help you understand the role better but also demonstrate your commitment to best practices in service delivery.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Service Delivery Manager role.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven continuous improvement in past roles. Highlighting measurable outcomes from your initiatives can set you apart as a candidate who delivers results.
✨Tip Number 4
Showcase your leadership skills by preparing to talk about how you've managed teams under pressure. Being able to illustrate your ability to foster collaboration and maintain high performance during challenging situations will resonate well with the hiring team.
We think you need these skills to ace Service Delivery Manager in Leeds)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident and problem management, particularly any ITIL knowledge. Use specific examples that demonstrate your ability to lead teams and drive operational excellence.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service delivery and continuous improvement. Mention how your skills align with the responsibilities of the Service Delivery Manager role and provide examples of past successes in similar positions.
Highlight Technical Skills: Clearly outline your technical understanding of IT operations and service delivery in your application. Mention any tools or methodologies you are familiar with that are relevant to the role, such as monitoring SLAs and KPIs.
Showcase Leadership and Communication: Emphasise your leadership and communication skills throughout your application. Provide examples of how you've successfully managed teams, resolved conflicts, and collaborated with cross-functional teams to enhance service delivery.
How to prepare for a job interview at Corecom Consulting Limited
✨Showcase Your Technical Knowledge
As a Service Delivery Manager, it's crucial to demonstrate your strong technical understanding of IT operations. Be prepared to discuss specific technologies and methodologies you've used in incident and problem management, especially any relevant ITIL practices.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life situations. Think of examples where you've successfully resolved complex incidents or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Highlight Your Leadership Skills
Since you'll be leading a support team, emphasise your leadership experience. Discuss how you've motivated teams, addressed training needs, and fostered collaboration. Share specific instances where your leadership made a difference in service delivery.
✨Demonstrate a Customer-Centric Approach
The role requires a passion for delivering great user experiences. Be ready to talk about how you've championed customer-centric support in previous roles. Provide examples of how you've gathered feedback and implemented changes based on customer needs.