Join our Service Operations team at Hillview House Newtownabbey as a Shift Lead and play a key role in delivering exceptional customer experience, strong operational governance, and high performing service delivery across a 24/7 environment. We're looking for a confident service leader who can guide a team, manage stakeholders, and maintain service stability during fast paced operational activity and major incidents.
What We're Looking For
* Experience leading service-focused technical or operational teams.
* Strong stakeholder management and escalation handling skills.
* Ability to balance major incident leadership with BAU service oversight.
* Excellent written and verbal communication with a customer-first mindset.
* Strong understanding of ITIL environments and SLA-driven service delivery.
* High attention to detail and ability to stay calm under pressure.
* Eligible for Security Clearance (SC minimum; NPPV3 preferred).
As a Shift Lead, you will provide frontline leadership to ensure customers receive a consistently high-quality service. You'll oversee shift performance, act as an escalation point, support your team's development, and lead structured communication during incidents. Your focus will be on service outcomes, customer communication, operational excellence, and continuous improvement - not just technical resolution.
What You'll Be Doing
Delivery & Customer Experience
* Act as the primary contact for customer issues, ensuring high quality, timely communication.
* Oversee incident and request handling to ensure SLA adherence and clear, accurate updates.
* Coordinate with field teams and third parties to maintain seamless service delivery.
* Ensure incident records and customer updates meet professional, service led standards.
* Support and contribute to root cause analysis and ongoing service improvement.
Shift Leadership
* Lead, support, and guide the shift team, ensuring consistent execution and service focus.
* Allocate work effectively and maintain operational visibility across the shift.
* Provide coaching, feedback, and in‑the‑moment mentoring to build team capability.
* Ensure smooth shift handovers with complete, actionable information.
* Foster a culture of accountability, collaboration, and customer first behaviour.
Stakeholder & Incident Management
* Lead communication and coordination during major incidents.
* Work closely with senior managers, service teams, and suppliers to ensure timely resolution.
* Facilitate structured incident calls and ensure stakeholder alignment.
* Identify and drive improvements in processes, monitoring, and ways of working.
What We Offer
* A salary of upto 37,000 per annum DOE along with an attractive 30% shift allowance
* Extensive training opportunities to support technical and professional development
* Opportunities for career progression within Network Engineering and Technology Operations
* 23 days' holiday (rising to 27) with the opportunity to buy extra leave
* Free parking onsite at Hillview House
* company matched pension, life assurance, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
* volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
* 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
* opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
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