Senior Engineering Support Manager in Leeds

We’re looking for a Support Team – Senior Manager to join our team in Leeds on a permanent basis. This is a hybrid role, with two days in the office and three days working remotely each week. In this role, you’ll take ownership of the run and maintain function across Liberty Blume’s bespoke products and solutions. Our live systems, both internal and client-facing are driven by key service metrics that need to be closely monitored and consistently met.

You’ll lead a predominantly offshore team, supported by a small UK-based oversight layer. Your day-to-day will focus on service performance, escalation management, and driving continuous improvement. You’ll play a key role in ensuring nothing falls through the cracks, while building scalable, robust processes to support ongoing growth. While this isn’t a development role, you’ll need a strong understanding of how our platforms work, where they can fail and how issues are resolved. You’ll use this knowledge to coach and upskill the team, ensuring they are confident in troubleshooting and resolving incidents. You’ll also collaborate with Engineering to define service acceptance criteria and ensure a smooth transition of new tools and solutions into run and maintain.

What will you be doing?

• Take ownership of day-to-day service delivery across Liberty Blume’s custom products, ensuring consistent performance and reliability.
• Lead incident triage, escalation, and resolution, keeping issues moving and stakeholders informed.
• Maintain and enhance the incident management playbook, ensuring post-incident reviews are completed and actions followed through.
• Drive strong problem management practices, focusing on root cause fixes over short-term workarounds.
• Manage change processes for support-led fixes and patches.
• Set clear shift patterns and escalation routes to enable seamless, always-on support.
• Run regular team reviews covering performance, capacity, and development.
• Identify capability gaps and partner with Tech leadership to address them through training, process improvements, or hiring.
• Deliver regular service performance reporting, including SLA metrics, incident volumes, MTTR, and change success rates.
• Present insights and outcomes at service reviews with senior stakeholders, including the CTO.
• Maintain an up-to-date support register covering key issues, changes, and team capacity.
• Drive continuous improvement initiatives to reduce ticket volumes, improve resolution times, and increase first-time fix rates.
• Support the evolution of the support model and recharge framework, ensuring scalability and transparency.
• Act as the main point of contact for service-related escalations across the business and clients.

Essential

• Experience managing a technical support or managed services function.
• Proven track record of owning and delivering against SLAs and KPIs.
• Experience leading offshore or geographically distributed teams.
• Strong incident and problem management discipline (ITIL or equivalent, formal or practical).
• Confident producing and presenting service performance reports to senior stakeholders.

Desirable

• Experience supporting GCP-hosted platforms.
• Background in BPO, FinTech, or financial operations environments.
• Exposure to AI/ML platform support models.
• ITIL v4 Foundation (or higher).
• Experience building or scaling a support function from the ground up.

What’s in it for you?

• Competitive salary + Bonus.
• 25 days annual leave with the option to purchase 5 more. Enjoy your birthday off, plus receive an additional 3 days of annual leave once you reach 5 years of service.
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance, plus many more.
• Matched pension contribution up to 10%.
• Access to our car benefit scheme.
• Access to our online learning platform to continue to develop and grow your career with us.
• The chance to join an innovative, fast-paced and passionate team.

Liberty Global is an equal opportunity employer, committed to an inclusive environment and accommodating all candidates. We’re eager to hear from you, no matter your background.