Hybrid Connectivity & Communications Service Owner — Lead Ops

Delt Shared Services Ltd; Plymouth; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Generous holiday allowance

Flex leave days

Pension scheme

Life assurance

Leave-buy/sell program

Employee shopping portal

Training opportunities

EV salary sacrifice

Performance related pay

Employee assistance programme

Job summary

Delt Shared Services Ltd is seeking a Connectivity & Communications Service Owner to lead the operational delivery, performance and continual improvement of our Connectivity & Communications services. Reporting to the Head of IT Infrastructure, you will manage a skilled third-line team, align technical direction with business goals and ensure resilience and customer focus.

This role combines people leadership with service ownership and is ideal for a collaborative leader who thrives on improving

Qualifications

• Experience leading a network operations, infrastructure, or third-line support team.
• Strong people management including recruitment and performance management.
• Proven track record owning service performance and continual improvement.
• Ability to balance conflicting priorities with evidence-based decisions.
• Strong stakeholder management across technical teams, customers and suppliers.
• Excellent written and verbal communication; service reporting skills.
• Knowledge of IT service management practices.
• Experience ensuring documentation and support arrangements are effective.
• Commercial awareness and supplier relationship management.
• Sufficient networking knowledge to lead delivery.

Responsibilities

• Lead and manage the Connectivity & Communication team, ensuring clear priorities, accountability and high standards of performance.
• Take ownership of recruitment, induction, performance management, development planning, wellbeing and succession planning within the team.
• Create a positive, inclusive and professional working environment where colleagues can thrive.
• Plan and allocate resources across incidents, requests, maintenance activities, service improvements and project commitments.
• Own and drive service performance, including service levels, availability, customer satisfaction and operational effectiveness.
• Ensure incidents and major incidents are managed effectively, including the completion of corrective and preventative actions.
• Build and maintain strong relationships with customers, stakeholders and suppliers.
• Collaborate with teams across Infrastructure, EUC, Hosting, Applications, Cyber Security, Field Support and Service Management to ensure seamless delivery.
• Ensure support documentation, knowledge articles, service procedures and escalation routes remain current and accessible.
• Drive operational readiness for new and changed services prior to acceptance into live service.
• Manage service risks, dependencies, supplier performance, configuration oversight and service continuity activities.
• Lead continual service improvement initiatives using operational data, customer feedback and service trends.
• Work closely with the Lead Architect on service roadmaps, lifecycle management, resilience planning, capacity requirements and technical risk management.

Skills

Leadership

People management

Stakeholder management

IT service management

Incident management

Supplier management

Networking knowledge

Education

IT service management qualifications

Networking technologies knowledge

Job description

Delt Shared Services Ltd is seeking a Connectivity & Communications Service Owner to lead the operational delivery, performance and continual improvement of our Connectivity & Communications services. Reporting to the Head of IT Infrastructure, you will manage a skilled third-line team, align technical direction with business goals and ensure resilience and customer focus.

This role combines people leadership with service ownership and is ideal for a collaborative leader who thrives on improving