Network Operations Centre Shift Lead

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Job Description:

Were looking for a confident service leader who can guide a team manage stakeholders and maintain service stability during fastpaced operational activity and major incidents.

What Were Looking For

• Experience leading service-focused technical or operational teams.
• Strong stakeholder management and escalation handling skills.
• Ability to balance major incident leadership with BAU service oversight.
• Excellent written and verbal communication with a customer-first mindset.
• Strong understanding of ITIL environments and SLA-driven service delivery.
• High attention to detail and ability to stay calm under pressure.
• Eligible for Security Clearance (SC minimum; NPPV3 preferred).

As a Shift Lead you will provide frontline leadership to ensure customers receive a consistently high-quality service. Youll oversee shift performance act as an escalation point support your teams development and lead structured communication during incidents. Your focus will be on service outcomes customer communication operational excellence and continuous improvement not just technical resolution.

What Youll Be Doing

Delivery & Customer Experience

• Act as the primary contact for customer issues ensuring highquality timely communication.
• Oversee incident and request handling to ensure SLA adherence and clear accurate updates.
• Coordinate with field teams and third parties to maintain seamless service delivery.
• Ensure incident records and customer updates meet professional serviceled standards.
• Support and contribute to root cause analysis and ongoing service improvement.

Shift Leadership

• Lead support and guide the shift team ensuring consistent execution and service focus.
• Allocate work effectively and maintain operational visibility across the shift.
• Provide coaching feedback and in-the-moment mentoring to build team capability.
• Ensure smooth shift handovers with complete actionable information.
• Foster a culture of accountability collaboration and customerfirst behaviour.

Stakeholder & Incident Management

• Lead communication and coordination during major incidents.
• Work closely with senior managers service teams and suppliers to ensure timely resolution.
• Facilitate structured incident calls and ensure stakeholder alignment.
• Identify and drive improvements in processes monitoring and ways of working.

Join Capita Where Innovation Meets Opportunity

Capita is a dynamic leader in consulting and digital services helping some of the UKs most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter more efficient solutions that make a real work spans diverse sectors - government healthcare education and finance - offering you the chance to contribute to projects that impact millions of lives. At Capita youll be part of a collaborative forward-thinking team that values creativity growth and inclusion.

Were committed to your development and success providing opportunities to learn progress and shape better outcomes for customers and communities. If youre ready to make an impact and grow your career Capita is the place for you.Check out our website

Whats in it for you

• A salary of upto 37000 per annum DOE along with an attractive 30% shift allowance
• Extensive training opportunities to support technical and professional development
• Opportunities for career progression within Network Engineering and Technology Operations
• 23 days holiday (rising to 27) with the opportunity to buy extra leave
• Free parking onsite at Hillview House
• company matched pension life assurance 15 weeks fully paid maternity adoption and shared parental leave paternity pay of two weeksand plenty more
• volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
• access to our Employee Network Groups which represent every strand of diversity and allow colleagues to connect and learn from each other on an open inclusive platform
• opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career

Unlock Your Potential with Capita

At Capita your career can take you wherever your ambition leads. Youll become part of a diverse network of talented forward-thinking professionals working across a wide range of disciplines and sectors. Were committed to your growth offering endless opportunities to expand your skills explore new paths and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first always Fearless innovation Achieve together Everyone is valued

What we hope youll do next:

Choose Apply now to fill out our short application so that we can find out more about you.

Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were committed to providing an inclusive barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio) or if youd like to discuss other changes or support you might need going forward please email and well get back to you.For more information about equal opportunities and process adjustments please visit the Capita Careers website.

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