2nd Line Operations Manager (Delivery & Support)
About us
We are a fast-growing technology organisation committed to empowering users with smart, dependable systems. Our mission is to reduce friction in day-to-day operations, turn complex data into meaningful insight, and support teams to work smarter - not harder.
The role
We seek a hands-on and strategic 2nd Line Operations Manager to lead our 2nd Line Delivery & Support team. This individual will help break down complex tasks, gather requirements, and liaise closely with business sponsors and stakeholders. You'll ensure the 2nd Line team and engineering squads have clear deliverables, realistic timelines, and robust support to deliver against those commitments.
Key Responsibilities
Lead the end-to-end incident and problem management lifecycle, including root cause analysis
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Identify recurring issues and work with engineering/product to drive prevention
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Monitor SLAs, track metrics (e.g. MTTR, incident volumes), and improve service levels
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Drive continuous improvement and process optimisation across the team
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Allocate resources effectively and mentor team members
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Act as incident commander during major outages
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Collaborate across cross-functional teams (product, engineering, operations) to prioritise and deliver work
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Create and maintain strong operational processes, automation, and documentation
Who we're looking for
Strong technical foundation in IT operations and support methodologies
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Proven experience in incident/problem management, preferably within ITIL frameworks
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Excellent analytical, communication, and stakeholder management skills
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Ability to work under pressure, manage competing priorities, and lead a team
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Experience driving operational excellence, process improvements, and automation
What we offer
Competitive salary, benefits, and flexible working options
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Generous holiday & wellbeing days
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Life insurance, private health, and mental health support
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Pension, parental leave, and return-to-work coaching
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A values-driven, collaborative environment where your work is visible and impactful
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