Save time and effort sourcing top tech talent
hackajob is partnering with Arbor Education to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
2nd Line Delivery Manager
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. 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 7,000 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 aren’t 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.
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. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a data driven and a communicative candidate, this is the role for you.
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.
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.
The chance to work alongside a team of hard-working, passionate people in a role where you’ll 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!
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 careers@arbor-education.com.
Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.
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.
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: careers@arbor-education.com
Please note: We are unable to provide visa sponsorship at this time.
hackajob is partnering with Arbor Education to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.