In this role, you’ll lead the team at the centre of our managed network services, helping to strengthen how we monitor, respond, communicate and continuously improve. You’ll work across technical, service and client-facing teams to ensure the NOC is trusted, proactive and focused on delivering the right outcomes for clients.

• Take ownership of day-to-day NOC service delivery, ensuring incidents, requests, escalations and service activities are handled with consistency, urgency and care.

• Raise the bar for service quality by improving operating processes, communication standards, documentation, monitoring, reporting and escalation practices.

• Build strong relationships across service, engineering and client-facing teams so the NOC is aligned to client priorities, service commitments and business goals.

• Lead the NOC response to major incidents, bringing structure, calm coordination and clear communication when it matters most.

• Use service trends, operational insight and client feedback to spot opportunities for improvement, automation, knowledge development and service maturity.

• Support recruitment, onboarding, skills development and performance management to ensure the team has the capability and confidence to keep growing.

What we're looking for:

• You’ve successfully led a NOC, technical operations, managed services or similar service delivery function.

• You know how to build strong teams by setting clear expectations, coaching people well and creating a positive, accountable culture.

• You understand network operations, monitoring, incident management, escalation management and service performance.

• You’re comfortable working in a client-facing managed services environment and understand the importance of clear communication, service quality and commercial awareness.

• You can turn service trends and recurring issues into practical improvement activity that makes a measurable difference.

• You communicate clearly with technical teams, service stakeholders and senior audiences, especially when explaining performance, risk or improvement plans.

• You bring a continuous improvement mindset and are confident challenging how things are done to help the service mature.

Key Skills Required

• People leadership, coaching and team development.

• NOC leadership, network operations and managed service delivery.

• Incident, escalation and major incident management.

• Service improvement, operational maturity and process optimisation.

• Clear, client-focused communication and confident stakeholder management.

• Operational reporting, trend analysis and data-led decision making.

• Strong understanding of monitoring, documentation, knowledge management and service performance.

• Collaborative working across technical, service and client-facing teams.

Preferred Qualifications

• ITIL Foundation or higher, or equivalent experience in service management best practice.

• Relevant networking certifications such as Cisco CCNA/CCNP, Fortinet NSE, Juniper, CompTIA Network+ or equivalent vendor experience.

• Experience with monitoring, ticketing and service management platforms such as ServiceNow, Halo, ConnectWise, Auvik, LogicMonitor, PRTG, SolarWinds or similar tools.

• Experience leading teams in a managed services, telecommunications, networking, cloud or cyber security operations environment.

• Exposure to ISO 20000, ISO 27001, NIST, Cyber Essentials, or other service, security or operational governance frameworks.

• Project, change or continual improvement experience, supported by qualifications such as PRINCE2, Agile, Lean Six Sigma or equivalent practical experience.

What Success looks like

• The NOC is recognised as a trusted, responsive and well-run operational function.

• Clients experience timely, professional and proactive support, with clearer visibility of service performance and improvement activity.

• The team is engaged, supported and continuously developing its skills and service capability.

• Recurring issues are identified and addressed, reducing avoidable incidents and improving the client experience.