Service Manager (AMMS) in Hampshire

NATS is the UK’s leading air navigation service provider, handling over 2.4 million flights each year. We provide air traffic control services from two control centres and at airports around the UK. We also provide a wide range of commercial products and solutions internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.

Purpose Of The Role

We’re looking for a Service Manager to lead and evolve our data support function. This role sits at the intersection of engineering, customer support, and 24/7 air traffic operations – ensuring data systems run smoothly while delivering high-quality support to internal and external stakeholders. You’ll manage a team responsible for troubleshooting data issues, maintaining data pipelines, and improving data reliability. If you enjoy solving complex technical problems and building efficient support processes, this role offers plenty of scope to make an impact. This is an exciting and unique opportunity to play a pivotal role in delivering essential aviation services while leading talented teams and influencing the future of air traffic systems.

Accountabilities

• Lead an operational service function responsible for 24/7 monitoring and assurance of critical data and communications systems, acting as the single point of contact for incident management and service fulfilment.
• Manage workforce planning and capability, ensuring effective rostering, training, and compliance with regulatory, contractual, and organisational requirements.
• Lead Development and Support teams delivering second‑and third‑line support, including Incident, Problem, Change, Release, Deployment, and Configuration Management for live services.
• Ensure personnel competency, auditable training records, and a strong culture of knowledge sharing and continuous skills development.
• Oversee the delivery of business‑critical services to national and international customers, ensuring compliance with licensing, regulatory, safety, and contractual obligations.
• Govern system and service changes within approved design and risk frameworks, assessing impacts and coordinating multiple concurrent deliveries across diverse stakeholders.
• Accountable for service availability, performance, service management, and continual service improvement.
• Build and maintain strong relationships with regulators, industry bodies, partners, and internal stakeholders, providing subject‑matter expertise and representation at key forums.
• Manage resources and budgets, including business planning, contract support, service agreements, and contributions to commercial bids and negotiations.
• Oversee testing, assurance, and implementation of new or upgraded systems, championing continuous improvement and identifying future service and commercial opportunities.

Qualifications, skills, experience, and personal qualities

• Degree level education or equivalent experience.
• Demonstrable experience of leading teams in delivering desired business outcomes within challenging time and cost constraints.
• Line management experience and the ability to inspire and motivate.
• The role requires strong communication skills to convey complex messages both upward and down within the organisation and to external stakeholders.
• The ability to communicate difficult messages with clarity.
• A comprehensive understanding of the data, the systems involved and the impacting regulation and legislation both current and future.
• Good commercial awareness.
• Experience of budgetary management and Work Package management.
• Excellent verbal and written communication skills in order to engage with a wide-ranging audience both internally and externally.
• The ability to lead with confidence in technical forums using influencing skills where necessary to achieve the desired outcomes from complex discussions.
• The ability and willingness to react with flexibility to changes in the business direction.
• The post holder must be able to connect NATS business direction to the activities undertaken by their team and demonstrate a broad awareness of industry developments.
• The ideal candidate should be assured, knowledgeable, self-motivated and demonstrate a good technical understanding together with the skills to influence, inspire and motivate.
• They will also be able to take responsibility for planning and delivering results and work with minimal supervision.

Additional Information

Please ensure you attach a cover letter when applying for the role, any applications without a cover letter will be sifted out. We are proud to offer a fantastic total reward package to help you thrive both personally and professionally. We have adopted agile working to provide greater flexibility and increased choice over working arrangements, with the opportunity for this role to work in our modern office facilities as well as remotely. We also welcome discussions on flexible and part-time working arrangements. If you share our passion to advance aviation and keep the skies safe – we would like to hear from you whatever your age, sex, race, faith, sexual orientation, gender identity, gender expression, visible or invisible disability. Individuals that bring different perspectives, skills, life experiences and backgrounds help us be at the forefront of our industry.