Head of Network Operations

About us:
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.

And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

The opportunity:
This is a key leadership role with a strong focus on people, operational processes and systems to cover all aspects of the Network Operations function. 

With demonstrable breadth of experience, you'll have the opportunity to play a key role in the growth of our Network Operations Centre (NOC) and form a vital component in their future. 

In this role you will lead the Network Operations team to plan and allocate resources effectively as well as building and driving a high performing technical team. The team is imperative to provide technical support across our customer estate.  

Key areas of focus:
Joining our Customer Operations Team, you will be responsible for the entire Network Operations function. 

You will work with the team, customers and senior stakeholders to execute the Network Operations key deliverables. 

Your day-to-day role will consist of the following responsibilities (you may be required to carry out further responsibilities at the company's discretion): 

• Lead the department through layers of management, executing against the strategic and operational plan to ensure outcomes are delivered efficiently and effectively 

• Provide direction to the team to ensure that we deliver excellent proactive 7x24x365 operational monitoring, KPI and incident management of our internal and customers Infrastructure. 

• Analyse and implement an operating model which establishes the department as leaders in the industry, inclusive of incident management and managed service provision 

• Own the SLA management, operational reporting and service reviews to senior internal and external stakeholders 

• Create and lead a high performing NOC team, undertaking all elements of a strong people-first leader, including but not limited to driving performance, knowledge growth and ongoing development  

• Provide guidance and direction in implementing next generation monitoring and alerting tools to deliver improved operational efficiencies, response times and automation 

• Work closely with internal teams to support the creation and transition of new services and customers into our operation 

• Develop and own service operating guides and NOC procedures 

• Develop and implement the overall network strategy to ensure the provider meets both current and future customer demands 

• Monitor network performance to identify areas for improvement and implement optimization strategies. 

• Manage network capacity planning to ensure the infrastructure can handle growing traffic demands. 

• Lead the operational deployment of new technologies to improve network functionality and reduce operational costs 

• Manage relationships with key network hardware, software, and service vendors to ensure cost-effective procurement and service delivery 

• Provide regular reports to senior leadership on network performance, incident response, and key operational metrics 

• Develop and maintain comprehensive disaster recovery plans to ensure business continuity in case of network failure or catastrophic events. 

About you:
We are after more than just someone to run our service - we are looking for someone to lead us into a position where we have an innovative and industry-leading Network Operations function. 

You will be a responsible, experienced, self-motivated individual that would like to be part of leading a successful Network function.. You value your people and are able to lead and coach to get the best from your team. You are excellent at working with people and always strive to provide a customer-driven approach. We are looking for someone who will: 

• Demonstrate excellent technical and commercial awareness, with a proven track record in a similar role within the telecoms, ISP and/or MSP market 

• Have strong leadership skills and previous experience of implementing and operating a 24x7 NOC and incident management service 

• Bring excellent knowledge of next generation monitoring and alerting tools and system integration 

• Have strong communication skills to provide updates to internal and external stakeholders on a regular basis 

• Have successfully used their motivation skills to meet deadlines and handle change 

• Have an uncompromising approach to delivering operational excellence, productivity and efficiency. 

• Set the behavioural & performance standards,  

Your experience:

• Demonstrated experience transforming a NOC team to be future ready 

• Significant experience working in a telecoms and/or MSP NOC environment 

• Significant experience working ITIL service management experience or FCAPS equivalent  

• Excellent knowledge of industry monitoring and incident management systems. 

• Excellent people management and leadership skills 

• Ability to work under pressure 

• Integrity and flexible approach to work and job duties 

• Approachable and a Team player 

• Proactive management style 

• Excellent negotiation skills and Innovative thinker 

• Computer literate (Word, Excel, PowerPoint and Project) 

• Excellent communication, both written and oral 

Desirable qualifications:

• ITIL Service Management Certifications 

• Project management qualifications e.g. Prince 2  

• Experience of working with Jira 

• Experience in a managed services environment 

• Full Clean Driving Licence 

We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.

At Wifinity we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience.

This advert can be available in other formats (upon request) for those who require it, please contact jobs@wifinity.co.uk for assistance.