Why this job matters

This role sits at the heart of live service delivery, leading highly technical 24x7 first-line teams that support around 500 customers across secure, commercial, and end-user environments. By proactively preventing incidents and rapidly restoring service across Mobile, LAN, WAN, ICT, and Voice platforms, the role directly safeguards customer experience, service continuity, and SLA performance. With accountability for end-to-end service assurance and major incident management for high-profile BT Ireland and BT UK customers, this role plays a critical part in protecting trust, reputation, and operational resilience at scale. 

What you’ll be doing

• Owning end-to-end operational performance for a £30m+ managed service, delivering 24x7 global support to a top-tier customer while consistently meeting contractual SLAs and customer experience targets.

• Leading, coaching, and developing a team of 15–20 highly technical Service Desk Engineers, fostering a collaborative, customer-focused, and high-performing culture.

• Driving incident, major incident, and service assurance performance, working closely with internal global teams and senior customer stakeholders to maintain live service resilience.

• Designing, implementing, and governing ITIL-aligned operational processes, continuous improvement initiatives, and operational readiness for complex services and new designs.

• Managing risk, cost, and continuity through robust business continuity planning, financial governance, and contribution to wider service desk strategy and transformation.

The skills you’ll need

What we'd like to see on your CV

• Experience in service operations or managed services, with a clear understanding of operating models, service assurance, and end-to-end delivery in complex environments.

• Demonstrated capability in people leadership, stakeholder engagement, and customer-facing roles, including working with senior and middle management across internal teams and client organisations.

• Knowledge of business strategy and performance drivers, including financial awareness, KPIs, and contributing to business cases and operational decision-making.

• Experience navigating competing priorities in live operational settings, applying analytical thinking, process discipline, and continuous improvement practices.

• Relevant technical or professional background within a large-scale service desk or support operation, including supplier engagement and collaboration across multi-tier technical teams.

Benefits

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

•    10% on target annual bonus
•    Access to an online private GP 24/7 for you and your immediate family 
•    Market-leading paid carers leave with up to 2 weeks off 
•    Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
•    Discounted EE and BT products, including mobile and broadband
•    Market leading Pension scheme – 5% from you and 10% from us
•    Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.