Head of Service

About The RoleMagdalene have an exciting opportunity to recruit a Head of Service to deliver the day-to-day NOAM management (NOC) from our facility in Kirkintilloch, Scotland.

The contract is with Scottish Power Energy Networks (SPEN) for the provision of Telecoms Network Operations and Maintenance (NOAM) The service delivery is based in the two SPEN operating regions - Scotland and North Wales and covers all aspects of the Operational Telecommunications Network supporting the control and management of the power transmission and distribution.

The Head of Service Delivery has the following key **responsibilities**:

- Overall NOAM service delivery ownership and responsibility for meeting contractual KPIs through the efficient delivery, and minimising exposure to service credits through poor delivery.
- Ensure the NOAM is effectively fulfilling Incident, Problem and Change management Ensuring 24/7 service cover is provided for all NOAM functions with correctly skilled resources to support the network and service operations.
- Authority for all operational decisions to ensure the contract is fulfilled to the expected standards.
- Supporting the Contract Director in key commercial decision making. Compliance to SPEN & Magdalene’s Security, Health and Safety and Quality standards for the NOAM service.
- Stakeholder for NIS compliance for the NOAM Services. For ensuring that all processes and systems are in place to deliver the NOAM contract efficiently and effectively and that Asset Management records are kept up to date.
- Regularly review process efficiency and accuracy against current and best practice to ensure any improvements are identified and implemented.
- Evaluate opportunities to implement new systems and adapt existing systems to improve the accuracy and efficiency of processing to support the customer deliverables.
- Accepting new capital projects into active service.
- Support and provide steering to systems implementation projects to ensure the needs of the NOAM are considered
- Managing a team who are responsible for managing the functional work areas of: Service Desk, NOC, Technical Support, Records and NOAM Support admin Team Management
- Develop capability to support strategies and ensure we maintain technology support capabilities
- Manage the NOAM OPEX and P&L Timely sales recognition and invoicing of all contracted services, including NOAM and capital programme works.
- Management third party suppliers Providing a senior escalation point for the customer.
- Working safely always in accordance with the company’s Health and Safety policies.

**Experience Required**
- Excellent leadership skills with the ability to promote a quality and target driven culture; motivating, managing and developing a team
- You will be an inspiring leader with excellent people management skills and the ability to support the development of peers and teams into high performers.
- Excellent customer service, interpersonal, communication and people engagement skills.
- Experience of developing individuals and teams to meet technical capability requirements targets and fulfil technical certification requirements
- Experience of managing expert level technical support personnel
- Excellent spoken and written English: able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level
- Ability to identify areas for longer term attention and strategic development to mitigate future risk and capitalize on potential opportunity Experience of working within the ITIL Framework Good analytical, planning, and organisational skills.
- Ability to interpret and utilise financial and commercial information.
- Capability to manage multiple workloads and shifting priorities.
- Positive approach to learning in role and identifying own training needs as appropriate.
- Self-motivated and able to work under own initiative within a team environment.
- Negotiation skills; including stakeholder management at all levels is essential
- Ability to work autonomously as a manager Positive, empathetic, and professional manner
- Able to work under pressure, with a flexible and adaptable approach Highly organised with an ability to utilise foresight effectively Relevant and extensive management experience at a senior level Relationship management experience with external clients and key internal stakeholders
- Experience in a similar role would be advantageous Knowledge across the following resilience disciplines: Service continuity, Major Incident and Problem management, Technology Resilience, and supplier/vendor management Good writing and computer / IT literacy skills
- About The Company**Why choose us?**

We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:

- 25 days annual leave plus bank holidays
- 4% matched pension scheme
- 2 x salary life ass