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5 months ago
Capita PLC
Location: UK
Job type: Permanent
Category: Management Jobs
Becoming a Network Operations Manager with Capita IT Services – Based in Tannochside

Reporting to the Network Operations Director, we are looking for an experienced and results driven Network Operations Manager with proven experience of delivering excellent customer service and managing high performing multi-skilled technical teams. You will be responsible for managing a technical team of Service Desk & NOC Engineers/Team Leaders who provide managed services to our large customer base, across a wide range of technologies and SLAs.

What you will do:

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Key part of the Network Operations leadership Team, providing leadership in a virtual capacity and direct people management capacity.

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Successfully lead & manage the NOC Team, driving a culture of service excellence and continuous improvement with the objective of delighting our customers.

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Direct line management of Team Leaders and Senior Technical Engineers, ensuring regular 1-2-1’s are carried out where objectives are tracked and training & progression requirements are identified and actioned.

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Accountable for monitoring and delivering services to the levels defined within the customer contracts and maintaining the high availability of all customer critical services.

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Accountable for the incident and service request queues, ensuring requests are managed within SLA and proactively identifying and managing breaches.

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Review the quality of call, incident & service request handling to ensure that our interactions with our customers are timely and of the highest quality.

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Take the lead on major incidents from an operations management perspective, ensuring the correct resource is engaged, driving 3rd party escalations and supporting the major incident manager in ensuring service is restored with minimal impact to our customer.

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Management of customer escalations and complaints, ensuring a timely resolution and that any follow up actions and lessons learned are completed.

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Work closely with the Service Contract Management Team to ensure strong working relationships are formed with our customer, this will include attending regular service review meetings.

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Conduct regular team meetings with direct reports and wider team to ensure the team are kept abreast of changes, company updates and opportunities, and to obtain operational updates.

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Close management of team resource levels to ensure that the NOC Team have enough resource to cover all shifts and fulfil the SLA obligations.

Your experience will include:

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This is a leadership role, so the ideal candidate will be someone who has extensive service management and leadership experience and is able to draw upon this knowledge to deliver excellent customer service.

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Experience leading technical teams with a good understanding of routing protocols, switching, WAN/LAN infrastructure, MPLS, QOS, NNI, security services and access technologies, in a service provider organisation.

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Track record of successfully building, developing and leading high performing teams and a customer centric culture.

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Experience of building excellent working relationships with Board Level Executives (SMT) and Directors/ Senior Management (customer and internal).

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Worked in a sizeable, fast moving /complex, service led technical and commercial ITIL aligned environment preferably within the telecoms and network industry.

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Outstanding personal organisational skills

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Ability to rapidly build relationships with colleagues at all levels of the business.

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Ability to persuade and influence organisationally through a variety of approaches and across all levels of the business.

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Experience of cross functional working and the ability to demonstrate a collaborative approach, one team, with regarding to building key relationships across the business.

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Experience of having led, defined and implemented a successful communications plan, communicating and celebrating team success.

About Capita IT Services

Capita IT Services are part of Capita Plc, the UK’s leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers’ needs, we’ve helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What’s in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration – with colleagues, customers and clients – is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day’s holidays, pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

What we hope you will do next

Help us find out more about you by completing our short application process – click apply now. We understand you might have some questions before taking the step to apply – you can contact Katie.Wheeler@capita.co.uk for guidance.

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