Head of Network Support Operations

Are you an experienced Network Operations leader who wants the opportunity to shape, improve and transform a critical 24/7 operation? We’re looking for a Head of Network Support Operations to lead our NOC and Network Support teams and play a key role in the next stage of our operational journey. Reporting directly to our Operations Director, you’ll take ownership of a critical customer-facing function, leading the teams responsible for monitoring and supporting our customers’ networks and platforms around the clock. This isn’t about simply keeping the lights on. You’ll have the opportunity to challenge how we work, develop our people and drive real change, moving us from a traditional reactive support model towards a more proactive, automated and customer-focused operation. You’ll use technology, automation, data and proactive engineering to reduce repeat issues, improve resilience and give our engineers more time to focus on the complex work that makes a genuine difference to our customers. We’re looking for someone who combines strong technical and operational knowledge with great leadership. Someone who can bring people with them, build a high-performing culture and ensure the customer remains at the heart of how our Network Operations function evolves. If you’re excited by the opportunity to lead a team, influence change and build a best-in-class Network Support operation, we’d love to hear from you. What you’ll be doing Leading and developing our NOC and Tier 1–3 Network Support teams. Driving a proactive, customer-first approach to network support. Improving operational performance through automation, data and continuous improvement. Leading major incident response and ensuring lessons translate into lasting improvements. Reducing repeat incidents through effective root-cause analysis. Establishing clear KPIs and driving high levels of service and customer satisfaction. Working closely with customers, suppliers and teams across the wider business. Providing clear operational insight, performance and risk reporting to senior leadership. About you You’ll be an experienced technical operations leader with: Strong knowledge of service provider/network operations and customer support. Proven experience leading and developing technical teams. Experience within a NOC, Network Support or similar operational environment. Knowledge of carrier/enterprise network infrastructure such as Juniper, Nokia, Cisco or Fortinet. Experience of ITIL and major incident management. A strong understanding of automation, monitoring and continuous improvement. Excellent customer, stakeholder and communication skills. The ability to remain calm, decisive and accountable in a 24/7 operational environment. What you'll get in return... It's all about you - We believe that taking care of yourself is truly important and allows you to perform at your very best. Joining the Elevate Group, we will award you with your very own birthday off, day off to move house, £500 Wedding bonus + day off and £500 Baby bonus for those special life events! Roll on the good times! Perks at work - Whether it be our Manchester (Northern Quarter) or any other locations, we hold free monthly breakfasts and team socials to celebrate and bring our people together! Holidays - 25 days annual leave, along with Bank Holidays. If that’s not enough, you also have the option to purchase 5 additional days per year! Healthcare - Free Private Healthcare for yourself and you can add your family at a discounted rate! Keeping everyone healthy and happy! Gift Day - Christmas has come early as we award every colleague an Elevate Gift Day day giving you the chance to get your last minute prep done or to kick back and relax! Pension/Life Assurance - We have a contributory pension scheme which is a salary sacrificed along with life assurance which is 4x your basic salary. Wellbeing - You will have a paid leave day that is completely for you. The aim of the day is to look after your well-being. This day can be spent doing anything that makes you happy and relaxed, whether this is a duvet day, a spa day, walking in the fresh air, shopping, watching a box set or spending time with family - this is completely your choice