Manages the planning and day-to-day operations of domestic and international voice, data and video networks, services and support staff.

Job title:

Head of Network Operations

Job Description:

About the role:

Reporting to the Director of Network Services, we are looking for an experienced and results driven Head of Network Operations 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 NOC Engineers, NOC Managers and Process Managers who provide managed services to our large customer base, across a wide range of technologies and SLAs. You will have experience of having led, defined and implemented a successful communications plan, communicating and celebrating team success. A demonstrable knowledge of continuous improvement and process transformations with the IT industry, and experience of leading and delivering improvement programmes in similar companies. You will have the ability to challenge “the norm” and introduce new ways for working .

What you’ll be doing:

• Key part of the Network Services leadership Team, providing leadership in a virtual capacity and direct people management capacity.
• Successfully lead Network Ops Team, driving a culture of service excellence and continuous improvement with the objective of delighting our customers.
• Direct line management of Snr Ops Managers and Process Managers, ensuring regular 1-2-1’s are carried out where objectives are tracked and training & progression requirements are identified and actioned.
• Accountable for providing high quality operational support services to the levels defined within the customer contracts, and maintaining the high availability of all customer critical services.
• Provide operational sign off during the Cost & Solution review process, this includes attending the review sessions, and providing support and advice to the Bid Team.
• Ensure resource levels, operational spend and cost recovery are monitored and working closely with the Finance Team.
• 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.

What we’re looking for:

• This is a leadership role, so the ideal candidate will be someone who has extensive service and/or technical 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.
• Track record of successfully building, developing and leading high performing teams and a customer centric culture.
• 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.
• Outstanding personal organisational skills

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita’s colleagues, businesses and clients.

We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services – from working collaboratively with Capita’s businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.

TSS is right at the heart of Capita, as we work to create a technology-led organisation. You’ll be part of a Capita-wide network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you .

What’s in it for you?

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.

Location:

London

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent