Join our Service Operations team at Hillview House Newtownabbey as a Shift Lead playing a key role in delivering exceptional customer experience, strong operational governance, and high performing service delivery across a 24/7 environment.
Job title: Network Operations Centre Shift Lead.
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.
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.
Benefits
* A salary of up to £37,000 per annum (DOE) along with an attractive30% 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.
* Opportunity to volunteer for charity partners or causes, with a paid day out of the office.
* Access to Employee Network Groups and the Learning Academy to gain additional qualifications.
Location
Belfast, United Kingdom.
Employment Type
Full time, Permanent Contract.
Equal Opportunity
We are an equal opportunity and Disability Confident employer. We recruit and develop people based on merit and passion, providing an inclusive, barrier‑free recruitment process.
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