Location:
Leeds
Salary:
£38,000 - £44,000
About us
At Arbor, we’re on a mission to transform the way schools work for the better. We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Our MIS and school management tools are already making a difference in over 7,000 schools and trusts, giving time and power back to staff. About the role
We are looking for a collaborative and analytical 2nd Line Delivery Manager to join our 2nd Line Support team. The role involves working closely with business sponsors and stakeholders to understand requirements, ensuring clear deliverables, and delivering to timescales. 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.
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. What we offer
The chance to work alongside a team of hard-working, passionate people. We also offer: 32 days holiday (plus Bank Holidays). Life Assurance paid out at 3x annual salary. Comprehensive wellness benefit provided by AIG Smart Health. Private Dental Insurance with Bupa. Salary sacrifice Pension provided by Scottish Widows. Enhanced maternity and adoption leave (20 weeks full pay). Access to services such as Calm and Bippit. All of our roles champion flexible working. Social committees that plan team events. Dedicated professional development training budget. 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. If you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at
careers@arbor-education.com . 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. 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! Please note:
We are unable to provide visa sponsorship at this time.
#J-18808-Ljbffr
Leeds
Salary:
£38,000 - £44,000
About us
At Arbor, we’re on a mission to transform the way schools work for the better. We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Our MIS and school management tools are already making a difference in over 7,000 schools and trusts, giving time and power back to staff. About the role
We are looking for a collaborative and analytical 2nd Line Delivery Manager to join our 2nd Line Support team. The role involves working closely with business sponsors and stakeholders to understand requirements, ensuring clear deliverables, and delivering to timescales. 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.
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. What we offer
The chance to work alongside a team of hard-working, passionate people. We also offer: 32 days holiday (plus Bank Holidays). Life Assurance paid out at 3x annual salary. Comprehensive wellness benefit provided by AIG Smart Health. Private Dental Insurance with Bupa. Salary sacrifice Pension provided by Scottish Widows. Enhanced maternity and adoption leave (20 weeks full pay). Access to services such as Calm and Bippit. All of our roles champion flexible working. Social committees that plan team events. Dedicated professional development training budget. 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. If you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at
careers@arbor-education.com . 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. 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! Please note:
We are unable to provide visa sponsorship at this time.
#J-18808-Ljbffr
