Head of Global Noc

3 months ago

Edinburgh, United Kingdom Computershare Full time

**Location: Edinburgh**

This is a hybrid position primarily based in our Edinburgh office. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.

**We give you a world of potential**

**A role you will love**

As Head of Global NOC, you will demonstrate strong leadership skills in order to demonstrate your experience, vision and passion to set direction and provide strategic focus to a 24/7 workforce of NOC Analysts and Team leaders. Furthermore, you will lead the teams Technical Trainers who support the NOC through implementing structured training and development.

**The key objectives of this role are**:

- _Strategic Leadership _- Vision and Strategy: Develop and communicate a clear vision for the NOC, Drive and challenge Engineering Pod Leadership to deliver a cutting edge Network Operations Centre.
- _Risk Management _- Identify and mitigate risks related to network availability, batch processing, security, and performance.
- _Innovation and Technology Adoption _- Swiftly pinpoint underlying gaps in monitoring, which cause network failures and reduce resolution times, through root cause analysis.
- _Stakeholder Management _- Collaborate with internal stakeholders (IT, engineering, business units) to align network operations with business goals. Communicate effectively with senior management and other departments.

**Other Key Responsibilities**:

- Development of Staff - All direct reports and their team members will have a career pathway adhering to the spirit and strategies of Technology Services
- Leadership - you’re able to motivate direct reports to meet the common objectives of Technology Services
- People Skills - you’re able to: create a motivational environment; delegate task’s when required; inspire team members; coach and promote their personal development; and oversee tasks being completed successfully
- Influencing skills - you will be confident to motivate a team working unsociable hours and often in different locations (including home working), whilst successfully supporting team members that will be of varying degrees of skills andexperience.
- Resource Management - ensure your teams are skilled in the relevant areas and resource is allocated as needed. You will be able to manage probation/performance improvement plans and ensure processes are in place to ensure tasks are prioritised and completed within the required SLAs. Handovers are conducted in a timely manner and documentation remains accurate.
- Establish and mature working relationships with the engineering pods: Network, Storage, Databasing, End User Compute and Operational Support Systems
- Engage with support teams globally and drive shift left and continual service improvement opportunities.
- Implement new and revised processes aligned to an ITIL framework ensuring NOC work within these processes.
- Promote a culture of delivering excellent customer service to our Business Units and clients
- Globally align processes where possible in order to simplify NOC ways of working.
- Adapt to changing and conflicting business priorities and demonstrate the ability to deliver priority projects and initiatives to NOC Provide service assurance by working with Global Information Security (GIS) and Risk teams to ensure IT Security compliance, effective risk management and audit standards are met

**What will you bring to the role?**
- Experience Leading / Building an enterprise level Global NOC
- Broad technical knowledge especially with IT Infrastructure
- Experience driving continual service improvement initiatives
- Experience developing and maintaining business relationships aligned to operating agreements and KPI
- Strong business partnership skills - able to build and maintain relationships across the organisation
- Excellent communication skills both written and verbal, with the ability to keep the team updated on strategic initiatives by means of written updates and presentations
- Very Strong leadership skills with the ability to train / Coach and instil strategic objectives and direction
- Experience driving collaboration
- ITIL knowledge and experience of working within ITIL aligned organisations
- Passionate about good customer outcomes and service excellence
- Ability to deliver consistent performance in a high-pressure environment
- Understanding of industry direction and best practices
- Willing to work irregular hours to meet needs of global operating model
- Experience with working in large Telecommunications companies and maintaining relationships
- Experience with: SCOM, Solarwinds, ServiceNow ITSM
- Experience with ITOM systems and platforms
- Understanding of current NOC processes and ways of working Experience working in an Agile environment

**Rewards designed for you**

**Flexible work **to help you find the best ba

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