Network Service Team Lead

1 month ago

West Drayton UB Harmondsworth Rd, West Drayton, United Kingdom myGwork Full time

This job is with IAG Tech, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

We are part of International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky.

With a diverse workforce spread across four countries, IAG GBS provides creative and innovative solutions to drive sustainable transformation by delivering finance, procurement, and airline services, as well as group-wide systems across IAG. Each operating company benefits from the GBS centralised model, driving efficiencies, automation, and economies of scale.

IAG Tech’s vision is to increase shareholder value, accelerate business performance, delight customers, enable employees, and protect our business through the innovative and agile use of technology and data.

Purpose of the role

The Network Service Manager will be responsible for the planning, implementation, and management of network services within the Network Operations Centre. This role requires a deep understanding of network technologies, excellent leadership skills, and the ability to drive continuous improvement in service delivery. The Network Service Manager will work closely with network engineers, IT support teams, and external vendors to ensure the highest levels of network performance and customer satisfaction.

Accountabilities

Working in partnership with IAG Tech and the business to:

  • Network Service Lead: Oversee the planning, deployment, and maintenance of network services, ensuring high availability, reliability, and performance. Develop and implement strategies for network service optimization, including, performance tuning, troubleshooting, and supporting capacity planning activities.

  • Team Leadership & Coordination: Lead and manage a team of network engineers, provide guidance, mentorship, and support to ensure high performance and professional development. Coordinate with cross-functional teams, to ensure seamless service delivery and resolution of network issues.

  • Service Level Management: Define, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) for network services. Conduct regular reviews of service performance, identifying trends, areas for improvement, and implementing corrective actions as necessary.

  • Project Management: Plan and oversee network-related projects, including upgrades, migrations, and new service deployments, ensuring projects are delivered on time, within scope, and within budget. Collaborate with stakeholders to gather requirements, develop project plans, and manage project risks and issues.

  • Vendor Management: Manage relationships with network equipment vendors, service providers, and contractors, negotiating contracts, service level agreements, and support agreements. Evaluate and select vendors based on technical capability, cost-effectiveness, and service quality.

  • Incident and Problem Management: Lead the incident response process, ensure timely and effective resolution of network outages and service disruptions. Conduct root cause analysis of network incidents and develop and implement preventive measures to avoid future occurrences.

  • Documentation and Reporting: Maintain comprehensive documentation of network architecture, configurations, and procedures. Prepare and present regular reports to NOC management and stakeholders on network performance, incidents, projects, and service improvements.

  • Continuous Improvement: Stay current with industry trends, emerging technologies, and best practices in network management.

This role may require travel and working from multiple sites/locations.

Qualifications

Must Haves:

  • 5+ years of experience in network management or similar roles within IT operating environments.
  • 3+ years of line management experience, leading Network Engineers in 24/7 operations.
  • Proven expertise in service management frameworks (ITIL), including incident, problem, and change management.
  • Strong ability to manage relationships with network vendors and negotiate service agreements.
  • Experience working with large user bases, ideally 10,000+ users.

Nice to Haves:

  • ITIL certification (desirable, but hands-on experience is key).
  • Certifications like CCNP or PMP (advantageous but not essential).
  • Hands-on experience with Cisco, Juniper, SolarWinds, or similar network management tools.
Additional Information#LI-DNI

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