Head of Network Operations

Primary Responsibilities

• Own and lead customer-facing network operations communications and reporting, ensuring customers are kept informed of network performance, incidents, planned works and outcomes.
• Partner with Service Management to deliver a high-performing, customer-centric operational experience.
• Lead, develop and embed operational processes (ITIL-aligned) within Network Operations and the NOC to ensure consistent, safe and effective incident, problem, change and maintenance execution.
• Responsible for managing the maintenance and operations for the DAS, Wi‐Fi, Fibre and Small Cells infrastructure across all business projects, ensuring availability, performance and operational readiness.
• Responsible for developing a European NOC function capable of providing a best-in-class service across Boldyn’s European businesses.
• Responsible for managing the European NOC function and the development and build of a physical NOC within London.
• To be a proactive member of the Service and Operations Leadership team.
• Continue to establish the Network Operations systems, tools, teams and ways of working, recruiting excellence and partnering with suppliers to implement a clear roadmap of operational capabilities that ensure delivery to milestones, SLAs and contractual requirements.
• Manage our supplier relationship developing a culture which is collaborative, transparent, and focused on optimising service availability and network improvements.
• Lead Network Operations input to bids and mobilisations, including operational costing, resourcing models, subcontractor strategy, assumptions/risks, and readiness plans; act as the operational interface for subcontracting, progress, dependencies and delays across current and future projects.
• Plan, coordinate and lead Network Operations (including 24x7/shift coverage where required), creating a culture of continuous improvement, operational discipline and customer focus across all interactions.
• Lead and coach the Network Operations Team and the NOC leadership team through major network events, ensuring effective technical leadership, timely communications and controlled recovery aligned to customer expectations and business requirements.
• Responsibility for Network Operations budgeting, including OPEX budgeting and cost control for operational tooling, suppliers, estimates, bid inputs and subcontractors.
• Act as deputy to the Director of Service & Operations as required, providing cover and delegated authority across operational governance and key stakeholder engagement.

Jobs To Be Done (for the next c. 12-24 months)

• Build and integrate the physical NOC in London.
• Develop the European NOC function including requirements from across the European markets.
• Review and scale the Network Operations team to meet the requirements of the European business.
• Ensure operations team is sized and trained appropriately for existing and upcoming services.
• Work with MNO’s and venues to ensure uptime and appropriate reporting is agreed and maintained.
• Maintain rigor of build to in service quality while also working as a team to implement new venues in an agile manner.
• Manage team to ensure that all lines of business across the UK and Ireland are served as appropriate to scale while also ensuring all network elements are supported.
• Team capability development – develop the team’s capabilities via knowledge transfer, classroom training and on-the-job learning to adopt new systems as they progress through design and delivery.
• Optimise processes to continuously improve and measure productivity, enabling the team to deliver greater value from its resource allocation.

Key Performance Measures & Scale of Position

• Customer feedback – methodology to be determined.
• Achievement of Programme Milestones aligned with our deployment plan.
• Achievement and proactive management of contractual SLA’s, Governance and associated reporting.
• Ensure budget is sized to support scale of business and managed and monitored throughout the budget year.

Key Challenges

• Establishing a cohesive and sustainable framework in a fast paced challenging environment.
• Integrating PCS systems into one Boldyn way of working managed through the UK&I NOC.
• Building relationships at pace whilst navigating a complex interaction of stakeholders with varying priorities whilst being sensitive to the complexities of Public Sector.

Key Stakeholders

• Internal – European operational teams.
• Internal – European Service & Operation Team.
• Internal – European Commercial Teams.
• External – The Home Office, TfL, MNO Customers, Suppliers & Partners at C-Suite, Senior Customer Leadership and Operational levels.
• Director – Service and Operations.
• European CTO.

Key Position Criteria

• Customer Facing Experience: minimum of 10 years gained in Telecommunications Service Management environment in leadership role.
• ISO20001 Service Management knowledge.
• Experience of implementing Service Now as an end-to-end solution.
• Experience of Public Sector Customer Management.
• Experience in Network Operations Centre Management.
• Experience in Service Management.
• Proven track record of building and maintaining strong relationships with internal teams, executive leadership, and community stakeholders.
• Ability to craft and deliver clear, compelling messages tailored to varied audiences.
• Proven ability to present confidently to large audiences and at industry events, with experience in engaging media and representing the organisation in public forums.
• Demonstrates the ability to anticipate, identify, and address sources of conflict early.
• Writing and reporting: Writing clearly, succinctly and correctly, convincing through writing, avoiding jargon, structuring information.
• Relating and networking: Building relationships, networking, relating to all levels.
• Creating and innovating: Innovating, improving the organisation, devising change initiatives.
• Adapting and responding to change: Adapting to change, accepting new ideas, adapting interpersonal style.
• Demonstrable track record of effective & collaborative leadership and to prioritise requirements with focus and structure.
• Project Management discipline and focus on core deliverables.
• Knowledge of ITIL methodology.
• Demonstrated aptitude in customer service and ability to communicate effectively at all levels within the customer organisation.
• Well-developed interpersonal negotiating skills.
• A natural skill to focus on the detail and step back to consider the bigger picture.
• High levels of IT systems literacy and experience of implementing a Service Desk solution with a supplier.
• Experience of business and process analyst skills.

SHEQ Responsibilities for Employees & People Leaders

• Protect their own health and safety, and to avoid adversely affecting the health and safety of any other person.
• Act responsibly, protecting the environment for our communities and our planet.
• Assist in the identification of hazards, the assessment of risks and the implementation of risk control measures.
• Report near misses, incidents and hazards to their manager or supervisor, and support a learning culture in relation to SHEQ matters by considering and providing feedback on improvement opportunities.
• Comply with any policy, standard, procedure or reasonable instruction aimed at protecting their health and safety, and others, at work.