2nd Line Operations Manager (Delivery and 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 and 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 ResponsibilitiesLead the end-to-end incident and problem management lifecycle, including root cause analysisIdentify recurring issues and work with engineering/product to drive preventionMonitor SLAs, track metrics (e.g. MTTR, incident volumes), and improve service levelsDrive continuous improvement and process optimisation across the teamAllocate resources effectively and mentor team membersAct as incident commander during major outagesCollaborate across cross-functional teams (product, engineering, operations) to prioritise and deliver workCreate and maintain strong operational processes, automation, and documentationWho we''re looking forStrong technical foundation in IT operations and support methodologiesProven experience in incident/problem management, ..... full job details .....