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Network Operations Manager


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North Lanarkshire,United Kingdom                            



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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: * Key part of the Network Operations leadership Team, providing leadership in a virtual capacity and direct people management capacity. * Successfully lead & manage the NOC Team, driving a culture of service excellence and continuous improvement with the objective of delighting our customers. * 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. * Accountable for monitoring and delivering services to the levels defined within the customer contracts and maintaining the high availability of all customer critical services. * Accountable for the incident and service request queues, ensuring requests are managed within SLA and proactively identifying and managing breaches. * 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. * Management of customer escalations and complaints, ensuring a timely resolution and that any follow up actions and lessons learned are completed. * 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. * Conduct regular team meetings with direct reports and wider teams * 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: * 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. * 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. * Experience of building excellent working relationships with Board Level Executives (SMT) and Directors/ Senior Management (customer and internal). * Worked in a sizeable, fast moving /complex, service led technical and commercial ITIL aligned environment preferably within the telecoms and network industry. * Ability to persuade and influence organisationally through a variety of approaches and across all levels of the business. * Experience of cross functional working and the ability to demonstrate a collaborative approach, one team, with regarding to building key relationships across the business. 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 for guidance. Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership
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10 Waterfront Business Park

Phone: 01252 810995
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