2nd Line Delivery Manager
2nd Line Delivery Manager
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Job Description
Location: Leeds
Salary: 40000 - 44000 per year
About us
At Arbor were on a mission to transform the way schools work for the better.
We believe in a future of work in schools where being challenged doesnt 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 7000 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 arent 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. Its a broad and exciting role so were looking for someone up for a challenge - if youre 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.
- Continuous improvement:
- 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
- Cross-Functional Collaboration:
- 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
- Operational Excellence:
- 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.
Requirements
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.
Benefits
What we offer
The chance to work alongside a team of hard-working passionate people in a role where youll 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 .
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:
Please note: We are unable to provide visa sponsorship at this time.
Required Experience:
Manager
Employment Type
Full-Time
