Head of Network Operations in London

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.