Job Introduction

The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers.

Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.

As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology.  From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.

Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded.   You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

Main Responsibility

To lead and manage multi-disciplined teams to deliver a comprehensive and effective service operation to achieve and maintain telecommunication service availability and reliability in line with Operational and Service Level Agreements (OLA/SLA).

What will you be doing?

• Lead and manage the activities of a team of engineers, technicians, and support administrators to meet work demand profiles and deliver a comprehensive and effective service operation.
• Produce and maintain effective resourcing, staff and scheduling models and rotas to deliver and maintain optimum resource utilisation to balance demand with capacity to deliver service to OLAs/SLAs.
• Conduct regular competency and data quality reviews in line with mandated policy/standards, identifying, developing, and delivering action plans to address gaps to develop team member capabilities to enable compliance and accurate reporting against KPIs.
• Drive down and mitigate Service Operations risk through active participation at resilience workshops to demonstrate a proactive response to documented incident scenarios affecting our people, facilities, and systems.
• Develop, maintain, and continually embed Service Operations’ procedures and processes, to enable production of comprehensive business management reports to identify, develop and deliver continuous improvements to in-service performance to enhance customer experience.
• Develop and introduce best practice by monitoring team performance and analysing customer feedback and collaborating with other team leaders, to continually improve the service provided to customers.
• Collaborate with projects to embed new and changed services Service Operations, and engage with stakeholders, to deliver a smooth transition into live status and to maximise benefits realisation of investment projects.
• Perform Incident Manager duties during out-of-hours high priority incidents, to manage the co-ordination of stakeholders, authorise planned works and implement business continuity and disaster recovery plans where necessary, to deliver swift incident resolution and minimise service impact.

The Ideal Candidate

Essential

• Educated to A-Level standard or equivalent in at least one science or mathematics based subject or hold an equivalent vocational qulaification in a technical or engineering discipline
• Demonstrable experience of leading and managing a team of operational telecoms engineers, technicians and administrators
• Experience of compiling, reviewing, updating and implementing process documentation to maintain applicability
• Strong customer focus with the ability to lead and deliver continual service improvement
• Ability to clearly and concisely communicate to explain technical information to non-technical personnel
• Ability to react to emergency situations safely and effectively while demonstrating strong emotional control
• Able to work shift patterns and provide flexibility to support the operational needs of the business
• Familiar with appropriate service support frameworks (e.g. ITIL) or troubleshooting methodology (e.g. Kepner Tregoe)

Desirable

• Previous operational railway experience
• Working knowledge of a service operations environment, including remote management platforms and operational support systems
• Possess or agree to work towards attainment of the Institution of Occupational Safety and Health (IOSH)

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.

At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link

Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist

Package Description

Vacancy type:  Permanent, 35 hours per week, Hybrid working, We welcome applications from those seeking flexible or part time hours.

Location: Stoke TPC Building 

Closing date: 12th July 2024

Interviews will take place W/C 22nd July, these will be held Face to Face

Band & Salary: Band 4B (35,582 - £40,029)

About the Company

We’re an organisation where people matter. We matter to millions.

We offer excellent benefits, including:

🌞 Generous annual leave (28 days plus statutory days), with the option to buy/sell days.

✨ Defined benefit pension scheme.

🚂 75% subsidy on rail and underground season tickets.

🚂 Up to 75% off leisure travel for you and your family (subject to terms and conditions)

🎟️ Interest-free travel loan for train and car park season tickets.

🎁 Discounts at stations with your Network Rail pass.

🌍 Flexible/hybrid working arrangements.

🕊️ Volunteer leave to make a positive impact.

❤ Healthcare Scheme, GymPass discounts, Cycle to work plus more.

🧸 We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments

We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row.

Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority.  

We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users. As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information

Network Rail Infrastructure Ltd