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Networks Operations Manager

  • Location: West Midlands
  • Salary: £45000.00 - £50000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Job Profile - Roles & Responsibilities

Network Services have a vacancy for a Network Operations Manager (Telephony) to support and manage the operational teams with technical expertise in fixed telephony and mobile.

The role requires a level of technical knowledge around fixed VoIP telephony (on-premise and cloud based services) and mobile services including supplier and customer management.

The ability to manage business as usual activities and deliver major projects as required by the business is a key requirement.

Key Responsibilities:

  • Overall responsibility for all areas of Telephony (fixed and mobile).
  • To ensure the team is operationally delivering data services as per defined KPIs and SLAs.
  • Responsibility for the successful provision of resources to BAU and projects, as required, including management of resources in line with workload.
  • To be the single point of contact for all escalation issues, reporting directly to the Head of Networks.
  • Management responsibility for approx. 10 (direct or indirect) staff working within the Network Services Telephony team.
  • Responsible for leadership through efficiency and service review initiatives
  • Management of staff utilisation - ensuring that targets are maintained in line with business objectives.
  • Responsibility for effective communication.
  • Negotiation of contracts as required.
  • Setting and appraising team goals and objectives.
  • Active involvement in the learning development of team members and the management of the teams.
  • Effectively communicate with SMT, peers and other functions within the organistaion.
  • Supplier Management of various 3rd Parties.
  • To take a lead role in the development of processes, policies and procedures and to have a wider understanding and contribution to all corporate objectives and strategies.
  • To identify cost efficiencies and associated benefits.
  • Promote a positive attitude to work, using own initiative and in managing the team.
  • To contribute to information sharing within the team, developing a supportive relationship with team members.
  • Carry out other duties and responsibilities appropriate for grade as required and determined by appropriate manager.
  • Ability to explain technical issues in a clear and effective manner.
  • Demonstrate a systematic and analytical approach to problem solving.

Relationships: Reports to Head of Networks

Level of supervision: Plan own work to ensure the meeting of defined objectives as individual and the team.


  • Suppliers of network equipment, maintenance and services.
  • Interface to the Technical Strategy Architecture (TSA) and become part of a virtual TSA function.
  • IT functions in Infrastructure and other teams.
  • Client Services.
  • Local Authority Officers.
  • Internal Customers of ICT Service.
  • BCC Information, Technology & Digital Services (ITDS)

Person Specification

Essential experience/skills:

  • Technical knowledge including legacy TDM, VoIP (Cisco) and Contact Centre services.
  • Experience of working in a highly effective operations support role within a complex network environment.
  • ITIL knowledge experience of working in an ITIL environment.
  • Proven track record of supporting and managing teams of ten or more consisting of operations and development staff.
  • Experience of working within a busy customer/stakeholder environment.
  • Ability to deal with customers in a calm and controlled manner.
  • Ability to work logically, quickly and accurately.
  • Ability to organise, prioritise and monitor own workload and that of the team.
  • Ability to work flexibly and as part of a team to meet the team objective.
  • Ability to develop professionally on a continuous basis as an individual and team.

Desired experience/skills:

  • Experience of managing ICT service provision to other Local Government customers and in other business sectors.
  • A broad knowledge of IT products and services.
  • Educated to degree level or equivalent experience.
  • Optional but desirable: qualifications, or continuing pursuit of relevant vendor's certification programme.
  • Proven management experience in a similar environment.
  • Working knowledge of other network technologies such as Data WAN and LAN.

Personal attributes/other requirements:

  • Comply with Capita ICTDS policies, processes and procedures
  • To undertake personal development as required to enable the effective leading of the function.
  • To effectively lead on equal opportunities and quality initiatives and support staff development.
  • To lead the development and application of standards and procedures.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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