Package: £48,100 + Pension, 25 A/L Days, Paid Certifications ( Unlimited )
Pattern: 24/7 Shift Rotation ( 4x Days on 4x Days off, 4x night on, 4x night off )
Focus: Frontline leadership, operational governance, and high‑performing service delivery.
We are seeking a confident Shift Lead to guide our 24/7 Service Operations team. Your primary focus will be managing service outcomes, stakeholder communication, and maintaining operational stability during fast‑paced activity and major incidents.
Key Responsibilities
* Service Delivery: Act as the primary escalation point for customer issues; oversee incident handling to ensure strict SLA adherence.
* Shift Leadership: Guide, support, and allocate work across the shift team. Provide active coaching and ensure seamless shift handovers.
* Incident Management: Lead communication and technical coordination during major incidents, facilitating structured incident bridge calls.
* Third-Party Liaison: Coordinate with field teams and vendors to maintain seamless, end-to-end service delivery.
* Continuous Improvement: Identify process or monitoring gaps and contribute to root cause analysis (RCA) and service improvements.
Skills & Experience
* Leadership: Experience leading service-focused technical or operational teams (e.g., NOC, SOC, or Service Desk).
* Incident Handling: Proven ability to manage major incidents and high-profile escalations calmly under pressure.
* Communication: Exceptional written and verbal communication skills with a strong customer-first mindset.
* Frameworks: Deep understanding of ITIL environments and SLA-driven metrics.
* Security Clearance: Must be eligible for UK Security Clearance (SC minimum; NPPV3 preferred).
What We Offer
* Impact & Growth: Clear pathways into senior operational management and opportunities to shape service delivery.
* Culture: A supportive, collaborative environment focused on leadership and continuous improvement.
* Benefits: Competitive salary, shift allowance, pension scheme, and flexible benefits.
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