Hybrid 2nd Line Operations Manager

Posted last month

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About the role

  • Line manage and coach 2nd Line Team Leads and a Delivery Manager with 1-1s, performance reviews and development plans
  • Implement ITIL-aligned best practices to reduce incidents and improve mean time to repair
  • Own performance against incident SLAs and champion customer experience
  • Drive relationships between 2nd Line Support and Product & Engineering for incident and problem management
  • Represent the Customer Team during major incidents and produce customer-facing post-mortems
  • Own 2nd Line hiring, training, quality checking and performance monitoring
  • Use data to identify process improvements and reduce incoming tickets
  • Act as escalation point for customers and ensure complaints resolved within SLAs
  • Produce daily, weekly and monthly reporting and MI for the Head of Support
  • Collaborate with Resource Planning on forecasting and team sizing
  • Carry out regular quality calibrations with Team Leads and provide coaching
  • Lead second-stage interviews for new 2nd Line Analysts
  • Contribute to Customer & Support Team planning and cost reduction ideas
  • Identify at-risk customers and produce mitigation plans
  • Recommend and implement initiatives to improve the 2nd Line customer experience
  • Provide cover/management support for other Support teams when needed
  • Consistently represent and work in line with company values

Requirements

  • 5+ years experience as a team lead in a 2nd line or service delivery function
  • Experience working in B2B SaaS and understanding of cloud based architecture
  • ITIL qualified with demonstrable experience of effective incident and problem management
  • Demonstrable experience managing the customer facing response to major incidents
  • Able to motivate other leaders of varied levels of knowledge and background
  • An outstanding communicator able to disseminate information clearly to stakeholders at all levels
  • Experience setting clear goals/objectives for individuals and teams
  • Confident reporting achievements and challenges to the wider business
  • Strong commercial awareness
  • Passionate commitment to providing high quality customer service
  • Right to work in the UK (visa sponsorship not available)

Benefits

  • A dedicated wellbeing team offering mindfulness, lunch n learns, manager training, mental health first aid training
  • 32 days holiday (25 days annual leave + 7 company days)
  • Life Assurance paid at 3x annual salary
  • Comprehensive wellness benefit via AIG Smart Health (24/7 virtual GP, mental health support, counselling, 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)
  • 5 free return to work maternity coaching sessions
  • Access to Calm and Bippit (financial wellbeing coaching)
  • Flexible working championed (roles support flexible working)
  • Social committees and company events
  • Dedicated professional development training budget (CPD, upskilling, memberships)
  • Volunteer one day per year with a charity of your choice

Job title

2nd Line Operations Manager

Job type

Experience level

Mid levelSenior

Salary

£60,000 per year

Degree requirement

No Education Requirement

Tech skills

Location requirements

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