Head of Technical Operations (Telecoms)

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About Network Rail

Join Our Team at Network Rail!

Are you ready to make a difference in people's lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We're an organisation where people truly matter, and when you join us, you matter to us and millions of others. We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!

About the role (External)

Direct and lead a team of geographically spread technical network specialists supporting and maintaining telecoms network assets and services, whilst meeting performance standards and service level targets.

What will you be doing?

• Direct technically diverse operations and field-based teams, providing specialist technical knowledge and support in order to resolve escalated incidents and maintain maximum service availability.
• Challenge, agree and implement relevant policy changes to technology platforms so that delivery is consistent and can be managed with the appropriate level of resource.
• Deliver expert advice and support to the technical requirements of projects delivering new assets and service, providing an influential operational interface between engineering and suppliers, in order to improve how new assets are transitioned into service and maximise service levels.
• Deliver a capability of technical specialist support to the lifecycle of Problem Management on the Telecoms network, so that the root cause of incidents are identified, and permanent fixes can be implemented.
• Drive and promote good stakeholder management of operational suppliers so their performance is monitored, agreed service levels are achieved through effective incident resolution, and any problems are addressed swiftly.
• Direct and drive the team to assure the correct level of approved software on all network assets in order to minimise network vulnerabilities and optimise operational performance.
• Own the team risk management plans, implementing mitigations and realising operational improvements so that early warning indicators are provided, mitigated or escalated as appropriate.
• Direct the Technical Operations team to evaluate and recommend methods to fix Work Arising Information Forms (WAIF) associated with telecoms systems and services so that suitable resolution emphasis is directed to the appropriate repair.
• Direct and support the team to perform technical assessments of the network to proactively identify the level of event management requirements within the 24x7 NMC operation in order to effectively identify and resolve incidents swiftly.
• Develop and continually encourage the team to become technical experts in their chosen field, promoting this capability within Network Rail so that network experts are consulted when and where they are required, in order to provide maintainability of the newly handed over asset or service.

Essential

• Degree in technical/engineering discipline or extensive practical knowledge of telecommunication systems
• Demonstrable experience collaborating with other internal and external functional teams to deliver positive outcomes
• Experience managing a 24x7 operational service
• Experience in improving (or maintaining excellent) technical proficiency across teams with varying skill levels and technical abilities
• Ability to influence at senior levels.
• Excellent verbal, written, and presentation skills
• Strong interpersonal skills and the ability to work effectively across project teams in a diverse environment.
• Capable of working under pressure, prioritising and delivering to tight deadlines.
• Customer centric role model
• Familiar with contract management and procurement improvements.
• Experienced leader of teams across multiple sites and of different technical disciplines
• Knowledge of technical, safety and performance standards relating to telecoms Incident and Change management
• Ability to drive change with experience of successfully delivering operational improvements
• Experience of managing supplier relationships
• Familiar with drafting operational requirements

Desirable

• Chartered status through a recognised technical institution
• Familiar with the ITIL service management framework
• Existing knowledge of the railway

We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.