About the Role
Lead a high‑performing team, keep our network moving, and drive reliable, responsive support around the clock at Intercity’s Network Operations Centre.
Key Responsibilities
* Lead, coach, and performance‑manage a team of NOC operators, fostering a positive, accountable environment.
* Manage rotas, resourcing, and workload planning to ensure 24/7 SLA delivery.
* Support recruitment, onboarding, training, and ongoing development of the team.
* Act as an escalation point for operational issues, guiding engineers through effective triage and decisions.
* Ensure operational processes, including Change Management, are followed and continuously improved.
* Review service performance with customers and internal stakeholders, identifying risks and opportunities for improvement.
* Produce clear operational reports and insights to support decision‑making.
* Support incident response and major issue management when required.
* Work closely with wider operations leadership to continuously improve service delivery.
Experience & Knowledge
* Proven experience leading or supervising teams in an IT operations or service delivery environment.
* Strong background in rota management, workload planning, and performance management.
* Experience working within a Network Operations Centre or similar 24/7 setting.
* Good technical understanding of NOC environments, with confidence supporting escalations.
* Experience producing and interpreting operational reports and service metrics.
* Confident communicator, able to work with customers and stakeholders at all levels.
Skills & Behaviours
* People‑first leadership style, confident in challenging, coaching, and supporting others.
* Organised and structured, with a strong grip on priorities and resource planning.
* Calm and decisive under pressure.
* Honest, approachable, and respected by teammates.
* Passionate about developing others and building stable, capable teams.
What We Offer
* 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
* Annual pay reviews.
* Holiday buy scheme.
* Company‑wide bonus scheme.
* Death‑in‑service cover.
* Employee assistance programme.
* Company pension.
* Active social calendar.
* A strong focus on developing our people.
Equal Opportunities
We select candidates based on skills, experience, and values and commit to a fair, equal process. All successful candidates will undergo pre‑employment checks to ensure compliance with ISO27001 (Information Security) and Cyber Essentials Plus certifications.
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