Critical Operations Centre Manager

ISS; Hempstalls; On-site; GBP 90,000 - 120,000; Full time

Job summary

ISS is seeking a Critical Operations Centre Manager to lead the Service Centre across a 24x7, 365-day operational environment. You will supervise a team of around 16 colleagues, ensuring availability, resilience and performance of critical infrastructure services while coordinating with engineers, suppliers and business stakeholders.

The role requires proven operational leadership in a technical service centre or similar environment, with strong incident management, governance and continuous

Qualifications

• Experience leading operational teams within a NOC, Technical Operations Centre, Service Operations Centre, Data Centre Operations or similar.
• Experience managing business-critical services within a complex operational or technical environment.
• Strong understanding of incident, problem, risk and change management disciplines.
• Exceptional communication skills with the ability to engage both technical and non-technical audiences.

Responsibilities

• Lead, develop and motivate a high-performing operational team within a 24x7 service environment.
• Provide leadership and direction across proactive and reactive operational streams.
• Act as the senior escalation point during major incidents and critical service events.
• Ensure critical infrastructure and services are effectively monitored and risks identified and managed.
• Drive improvements in monitoring capability, alerting, automation and operational visibility.
• Lead incident, problem, risk and change management activities to minimise service impact and improve resilience.
• Build relationships with engineering teams, suppliers and key business stakeholders.
• Deliver governance, reporting, and continuous improvement initiatives.

Skills

Operational leadership

NOC/Service Centre experience

Incident management

Stakeholder management

Analytical problem-solving

Communication skills

Team development

Job description

We are seeking a Critical Operations Centre Manager to lead the team responsible for the Service Centre, providing oversight of critical sites across the estate within a 24/7, 365-day operational environment.

This highly visible leadership role is responsible for ensuring the availability, resilience and performance of critical infrastructure services while leading a team of approximately 16 colleagues, including supervisors and operatives.,

We are looking for a proven operational leader with experience running a technical service centre, NOC, Technical Operations Centre, Service Operations Centre, Data Centre Operations function or similar.

Key Responsibilities

• Lead, develop and motivate a high-performing operational team within a 24x7 service environment.
• Provide leadership and direction across proactive and reactive operational streams.
• Act as the senior escalation point during major incidents and critical service events.
• Ensure critical infrastructure and services are effectively monitored, with emerging risks identified and managed.
• Drive improvements in monitoring capability, alerting effectiveness, automation and operational visibility.
• Lead incident, problem, risk and change management activities to minimise service impact and improve resilience.
• Build strong relationships with engineering teams, suppliers and key business stakeholders.
• Deliver operational governance, reporting, performance management and continuous improvement initiatives.
• Proven experience leading operational teams within a Network Operations Centre (NOC), Technical Operations Centre, Service Operations Centre, Data Centre Operations or similar environment.
• Experience managing business-critical services within a complex operational or technical environment.
• Strong understanding of incident, problem, risk and change management disciplines.
• Demonstrated experience leading teams during high-pressure operational situations and major service incidents.
• Excellent stakeholder management skills with the ability to influence and build relationships at all levels.
• Strong analytical and problem-solving skills with the ability to make effective decisions under pressure.
• Experience using operational performance metrics to drive service improvements.
• Exceptional communication skills with the ability to engage both technical and non-technical audiences.
• Proven capability in leading, developing and motivating high-performing teams.

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.

#Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.