Head of IT Service Operations

NATS is the UK's leading air navigation service provider, handling over 2 million flights each year. It provides air traffic control services from two control centres supporting airports all around the UK, as well as a wide range of commercial solutions to over 30 countries internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.

Job Purpose/Overview
To lead the enterprise IT Service Operations function.
Ensuring all operational enterprise IT services perform to agreed service levels and remain safe and secure. Ensuring successful transition of new and changed services and their continued operational performance (including cyber, availability, performance, resilience and recovery).

Other duties Include:

• Setting the vision and strategy of the Service Operations function.
• Directing supplier performance reviews.
• Directing and supporting the Service Operations team with major incident management.
• Operating a formal governance process to establish and monitor effective controls for the processes and functions performed by the Service Operations team.
• Defining, developing, and managing a comprehensive and integrated IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets.
• Leading, coaching and mentoring the service delivery managers.
• Deputising for the Director, Information Solutions for all key aspects of their role.

Essential Skills and Experience:

• Educated to degree level or above in a subject (which could be scientific, technical or business oriented) or equivalent level of knowledge and experience.
• Significant experience of leading or managing the service operations aspects of enterprise IT or operational IT services underpinned by a service management model and principles.
• Strong and credible people leadership, able to bring people together across different domains and motivate them to deliver common aims and targets. Including a demonstrable capability to resolve conflict; build, maintain and utilise relationships with key internal and external stakeholders to achieve optimum business goals.
• Strong analytical and conceptual reasoning skills and highly effective communication skills.
• Proven record of making sound commercial/strategic decisions that affect long-term delivery, taking account of risk effect.

Desirable Skills and Experience:

• Broad experience of a range of technologies and solutions including cloud (SaaS, IaaS & PaaS), mobile, analytics and bespoke solutions, applications and data analytics.
• Knowledge of service management tools and the demonstrable ability to understand functions and processes utilised in an enterprise IT service environment.
• Experience of working with multiple suppliers in an outsourced environment.

Additional Vacancy Information

Due to the 24-hour nature of our operations, the incumbent will be required to be available to support incidents as needed. This may include evenings, weekends, and bank holidays.

We are proud to offer a fantastic total reward package to help you thrive both personally and professionally - for more information on what NATS can offer you please visit - Why NATS? - NATS

We have adopted agile working to provide greater flexibility and increased choice over working arrangements, with the opportunity for this role to work in our modern office facilities as well as remotely. Find out more here.

If you share our passion to advance aviation and keep the skies safe - we would like to hear from you whatever your age, sex, race, faith, sexual orientation, gender identity, gender expression, visible or invisible disability. Individuals that bring different perspectives, skills, life experiences and backgrounds help us be at the forefront of our industry.